Zibby Dashboard and payment UX
Zibby, a B2B2C payment option for the non-prime, allows people to pay over time for big ticket items. The process is simple: Customers get a spending limit by applying to use Zibby, they shop for the items they need and in return make payments back to Zibby.
Once a customer is approved, shops and transacts with Zibby, they're granted access to their online customer dashboard–housing all Zibby related information (payment amount, lease details, upcoming due dates, etc).
Remaining balances, making a payment and upcoming due dates are the highest frequency inquiries of our customer call center.
There is no easy way to make payments, and other priority data points are not easily accessible.
Our current customer dashboard is not engaging and has limited functionalities.
The design and branding are out of date and not consistent with our application, public website, etc.
Re-design the customer dashboard by restructuring priority information so customers can self service their needs–resulting in less call volume to customer service.
Develop a payment module flow that mimics our application flow. (recycling assets)
I kicked off the project with brainstorming ideas on how to solve for our main problems:
Customers are having issues making a successful payment
Remaining balance is not properly identified
Customers don't know when their next due date is
I also mocked up "nice to haves" in case there was enough bandwidth to execute more enhancements:
Introduce a responsive card system that houses information like: payment history, scheduled payments, product details, etc.
This is what the customer dashboard looked like.
I designed various concepts that could help solve our issues.
What I designed
A self-service dashboard that lays out our customer's information in a digestible way, highlighting top priority data points. Also, I created a payment UX that mimics our application's flow–that walks our customer through a familiar, interactive journey.
This is what the payment UX looked like before.
What I designed
A step-by-step UX that breaks making a payment into a single questions.
Project status : Development
I built a fully functional dashboard that better displays customer's information and developed a payment module that mirrors our existing flow–resulting in less call volume to customer service.