Choose Payment Due Date
This study went through two phases of research. Phase 1 focused on understanding customer’s preference and sentiments for choosing a payment due date specific to their needs. Phase 2 focused on understanding where users expect to go to change their due date and their understanding of future bills due to the change.
Problem(s) and Goal(s)
The product team needed evidence from research to determine key focuses of product development of choosing a new billing due date. This study went through two phases of research. Some key goals were:
Generative Research Goals
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Understand where users expect to locate billing information
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Understand user's desire to change payment due date
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Evaluate user comprehension of updated billing date and future billing cycle
Design Research Goals
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Evaluate the effectiveness and discoverability of user interactions with flagged messaging
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Evaluate discoverability of user interactions between button icons versus links
Methods
To achieve these goals, I decided to adopt a variety of UXR methods to collect both attitudinal and behavioral data from target users. During phase 1, I conducted in-depth surveys with open-ended questions, which allowed me to have user sentiments supporting their desire to change their billing cycle. In phase 2, I launched an unmoderated usability study, which allowed me to have direct observations of our user's journey cycle.
Crucial Insights
When looking to change their payment due date, users typically navigated to two locations: the make a payment section and the billing cycle tab. Based on the design used during the usability testing, the concept did not meet user's expectations.
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The prototype designed for testing represented the live product and steps users should take to navigate making a change their payment due date. However, one of the issue discovered was that the correct link to click was located beneath the fold which left the user in confusion. Clear and direct navigation is needed for users to successfully edit and completely change their date.
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For additional findings and learnings, please contact simsmadison3@gmail.com.
Research Impact
Product Impact
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Through collaboration, designers were able to quickly use feedback from research and incorporate it to the prototype.
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Design and visual components are currently being reused in a new initiative this year.
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Product strategy pivot backed by research insights.
Stakeholder collaboration impact
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UXR​ became a strategic partner of product team