Customers with a good payment history can have late fees automatically waived through the IVR system without requiring agent interaction.

Automate the waiver process for eligible late fees and discourage clients from creating Late Fee Dispute cases when not eligible.

As the Director of UX, I led the initiative to automate the late fee waiver process, ensuring a seamless and efficient experience for eligible customers. I worked closely with the development team to integrate this feature into the IVR system and designed the user flow to minimize the need for human intervention.

• 4510 users went through the full automated experience, avoiding the need to open a case.
• 3546 dispute charges waived, preventing case creation.
• 946 late fees waived, preventing case creation.
• On track to meet year-end goals.

Optimize the payment flow to reduce late fees and collection expenses, enabling clients to make a single payment for all bill types (lease, rental, services, supplies, and credit lines).

As the Director of UX, I led the optimization of the payment flow to ensure a smoother and more convenient payment experience for customers. I implemented features such as gentle reminders for remaining open bills upon successful payment transactions, a user flow showing additional open bills ready for payment, and an improved confirmation screen with enhanced communication for open bills and AutoPay. In Phase 2, I introduced new components and data tables to allow users to select multiple bills from the “All Bills” listing screen and make a single payment for multiple bill types.

• Successful start with promising first-quarter results.
• Users can now select multiple bills and see a comprehensive summary of their total payment amounts and bill types.
• Enhanced user experience leading to reduced late fees and collection expenses.