During this replatforming effort, I served as the Lead UX for Money Movement, focusing on the end-to-end credit card payment experience for native mobile and web applications.
Testing multiple iterations in lower fidelity to build stakeholder support early.
Strategic Contributions:
- Facilitated cross-functional collaboration sessions to align on a shared vision for the replatforming effort.
- Developed and tested hypotheses to encourage on-time payments, such as "nudging" members to pay their full balance.
- Modified payment flows to "chunk" interactions, reducing cognitive load for complex financial tasks.
User testing validated that credit union members valued a warning before completing a payment that did not satisfy the minimum due.
Outcomes:
- Doubled recurring credit card payments within the alpha test group.
- Achieved the highest task completion rates among all concurrent replatforming efforts.
- Established a UX engagement model subsequently applied across all Agile teams.
Before and after improving page hierarchy and clarity of payment types. Adding the payment due date provided a reference and reduced late payments.