Mobile App Payment Feature Redesign
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Mobile App Customers
Pay off their credit with assurance and ease
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Mobile App, Technology, and Compliance teams
Provide a path for customers to confidently pay off their credit
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Perform audits & share opportunities
Document current/future experiences
Create mockups & prototypes
Present to stakeholders & gather feedback
Assist developers with testing and deploying
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User Feedback
Content Analysis
Surveys -
Confluence - Documentation/Research
Jira - Dev Collaboration
Lyssna - User Testing
Overflow.io - User Flows
Figma - Wireframes
Mobile App Payment Feature Redesign
Challenge: Fingerhut is a fintech e-commerce company that provides flexible payment options for people looking to establish, build, or rebuild their credit. The success of the ‘Make A Payment’ flow is crucial for customers and the business in achieving their goals. What opportunities are there to make this experience more intuitive and clear?
Hypothesis: Gather user feedback around opportunities to improve the process and completed payment will increase.
Metric Goal: 5% increase in completed payments
““I’m unable to update my payment amount”
- Customer via App Store Review”
Reviewing Reviews
Customer reviews left on the app stores provide valuable insight into the current state of the app.
I began collecting various reviews indicating that users were unable to change their payment amounts.
After confirming with our developers and QA that these issues were not bugs, I took a look at the UI to understand why people were reporting these issues.
Holistic View
I charted our current app’s payment flow and noted aspects of the UI that could be the root of the confusion.
I formed a hypothesis that the issues people reported were based on the UI. The initial payment page contained a lot of information. I annotated our current flow with my observations and shared them with the mobile app team
Iterate and Ask
After discussing and receiving feedback, I began to plot some enhancements that would address these customer pain points.
Customers need to understand that they have every option available to them and are in control of this process.
User Testing
Would customers know how to access their min due and current balance if we removed them from the header? I ran a few tests to see if people would still know where to find these elements if they were removed.
The results indicated that users were able to locate the minimum due and current balance information even when it was moved from the header to other sections of the interface.
Compliant Designs
I reviewed the documentation and prototype with stakeholders, compliance, and Fingerhut’s credit lender WebBank. They agreed that the process would benefit from these changes and signed off on their compliance.
We were able to test and deploy the design updates soon after the approval.
Make a Payment Redesign Prototype
New Reviews
Soon after deploying the UI updates, we saw the payment completion rates increase by 7%. And there have not been any reviews around payment issues.
Basics to Benefits
With a new and improved payment process, the business looks to integrate it with its reward system.
We are exploring ways to incentivize customers by offering exclusive promotions after a certain number of completed payments.