UX Design of payment plan for debt clearance of Cabot customers registered in online portal.
About the project
Cabot customers who are registered for their online portal, were unable to setup a payment plan to clear off their debt.
As-is process
Cabot customers were required to go through an online budget calculator, where they were expected to provide true information about their income and expenses, derive to a Net Disposable Income (NDI), fill out a form and wait for a Cabot call centre agent to call them.
The call centre agent would then discuss options with the user.
To be design
Decision Map
Interactive prototype
Capabilities created from the designed service
- Digitalisation of most payment plan journeys, involving no call centre agent to set up a payment plan for thousands of customers
- Saving immense amount of time for the business for it no longer having to wait for an average of 72 hours for a call centre agent to call back and confirm the payment plan
- Customers who prefer to not speak to any agent, will be able to self serve
- Successfully set up a payment plan to become debt free