Due
Notice
A mobile-first billing redesign that cut call center volume by 62% and transformed a punitive payment experience into one users actually trusted.
200+ calls a day. Every one a design failure.
An eight-step payment flow was generating over 200 daily support calls. Users forgot account numbers, lost progress after single errors, struggled to read in low light, and abandoned payments entirely.
The result: late fees, eroded trust, and a call center absorbing the cost of a broken interface. Every call was a symptom. The system itself was the problem.
Three steps. Under a minute. No reason to call.
The north star was simple: make payments so seamless that users never need help. Smart onboarding captures account details once. Every subsequent payment is pre-filled, verified, and ready.
We didn't just reduce calls. We eliminated the failure points that caused them.
“The eight steps weren’t a payment flow. They were a call center generator.”
Design reframe · Call center analysis
Three steps.
Under a minute.
Every design decision traced back to one question: what would make it so seamless that users never need to call?
Four choices that changed the outcome — each one traceable back to a specific failure point in the original flow.
Smart onboarding captures account details once. Every subsequent payment is pre-filled, verified, and ready. Users confirm, they don't re-enter. Front-loading setup is not friction — it's the opposite of friction downstream.
Progress indicators, pending payment dates, and on-time streak tracking transformed the experience from punitive to rewarding. The streak feature reduced late payments — not because we nagged, but because we celebrated.
Two-factor authentication and Touch ID balanced strong security with fast access. Encrypted session data cleared automatically. Security UX is still UX.
Dynamic error highlighting, auto-scroll to problem fields, and real-time correction without clearing data. Dark mode by default came from watching real people struggle in low light, not from WCAG checklists alone.
From 200+ daily calls to a fraction, driven by eliminating the failure points that sent users to the phone in the first place.
Three steps, pre-filled fields, and biometric login cut time-on-task dramatically across all user segments.
Cross-functional sprints with Dev, Accounts, and Call Center. Validated in the field, not just the lab.
You eliminate the failure points that generate them. Every call was a symptom. The flow was the disease. Fixing the experience at the source is cheaper, faster, and more durable than any support layer built on top of it.
Dark mode by default wasn't in the brief. It came from watching real people struggle in poor lighting, something a lab test never surfaces. Real context reveals failure modes that controlled environments conceal.
Because what you capture at the start determines how much friction lives in every session that follows. Front-loading is not friction. It's the architecture of a frictionless future.