Project Goal

To design and implement a user-friendly feature within the member portal that allows members to manage their payment methods and easily access and view their billing statements. This provides members with control over their payment information, enhance transparency regarding their charges, and reduce the need for them to contact support for basic billing inquiries.

Problem

The current process for managing payment methods and accessing billing information is inefficient and potentially frustrating for members.

Process

01: research and ideation

02: ruser flows

03: wireframes

04: conceptual designs

05: final designs

06: implementation and growth

Responsibilities

As the lead designer on this project, I was responsible for conducting user research to understand member needs and pain points related to billing, designing the user interface and user experience for managing payment methods and viewing statements, creating wireframes and interactive prototypes, conducting usability testing with members to ensure ease of use and clarity, collaborating with developers on the technical feasibility and implementation of the design

01: Leading User Research and Analysis

02: Optimizing the User Flow

03: Designing an Intuitive User Interface

04: Wireframes and Prototypes

05: Cross-team Collaboration

06: Final Designs and Measuring Success

Solution

The proposed solution involved integrating a dedicated "Billing & Payments" section within the member portal, providing members with self-service capabilities.

Results

01: Reduced Support Tickets

02: Improved Payment Accuracy

03: Enhanced Transparency