Infomedics
Redesign of the Payment Page for Infomedics.nl
Year
2024
Timeline
6 months
Category
Fintech
Role
Lead UX
Problem statement
The existing payment page on Infomedics.nl was identified as a bottleneck in the user journey, with users experiencing difficulties in navigating the payment process effectively, leading to frustration and potential drop-offs. Infomedics aimed to develop new features to provide visitors with more information and options regarding viewing and paying their bills and managing payment arrangements. Data from the Consumer Servicedesk highlighted the following: 54% of all incoming calls/messages were about inquiring about the status/overview of consumers' bills. 19% of all incoming calls/messages involved information or changes that needed to be directed to the healthcare provider (invoice specifications or address changes). 12% of all incoming calls/messages were about inquiries or information regarding installment payments. 10% of all incoming calls/messages were about payment deferral. 9% of all incoming calls/messages were about requesting a copy of a bill.
Approach
Stakeholder Engagement: Collaborated with Infomedics’ product and development teams to understand technical constraints and business objectives. User-Centered Design Process: Focused on identifying user pain points through usability testing and then redesigning the payment page based on these insights. Research Goals: The primary goal of the payment page is to facilitate bill payment and downloading, if applicable. Additionally, it offers self-service options to alleviate the workload on customer service. Initially, we aimed to investigate whether the current features meet user needs and adequately reduce the burden on customer service. Subsequently, we would explore solutions to further alleviate customer service by reducing inbound calls and tickets.
Design process
Discover: Conducted usability tests with current users to understand the issues they faced with the existing payment page. Key issues included confusing navigation, unclear payment instructions, and a lack of visible confirmation of successful transactions. Define: Analyzed the data from the usability tests to define clear design goals for the payment page redesign. Develop: Developed new design concepts aimed at simplifying the payment process and enhancing clarity. Created wireframes and interactive prototypes of the new payment page layout, focusing on ease of use and minimizing user errors. Deliver: Shared the new design prototypes with users to validate the improvements and gather feedback. Conducted a second round of usability testing with the new designs to ensure that the redesign addressed the initial pain points effectively.
Results
Design Validation: The redesigned payment page was well-received during validation testing, with users noting significant improvements in navigation and transaction clarity. Pre-Development Success Indicators: The validation phase indicated a positive shift in user satisfaction and an anticipated reduction in payment page drop-offs.
Conclusion
The redesign of the payment page for Infomedics.nl is poised to enhance the consumer experience significantly, streamlining transactions and increasing user confidence. While development has not yet been finished, the thorough validation process ensures that the new design is poised for success upon implementation. Lessons Learned: Highlighted the importance of iterative testing and feedback in designing complex user interfaces like payment pages. Future Improvements: Plan to closely monitor user interactions with the new page once developed to quickly iterate and refine the design based on real-world usage.
