Design for outstanding payments
Update the design of blocked customer UI to a flow which enabled usage depending on payment method.
•Work with finance team and product owner to have an understanding of requirements.
• Sketch new flows, design and prototype
• User test on customers and analyse data.
Iteration and finessing of design.
Work with engineers in the implementation of designs.
Blocked Customer UI
Customers upon opening the app are shown a modal notifying them of outstanding payments owed to Hailo for previous trips. The modal had the option to settle payments or pay using cash for up to 14 days.
After this period the customer would be once again forced to pay the debt.
This decision was based on data analysis of customers ignoring the original flow of being forced to pay. The pattern found was customers chose to close the app rather than settle.
The new flow showed customer paid using cash and later settled at a more convenient time thus retaining customer retention and recovering more debt.