Redesigning Discover’s Billing Experience: A $12M Project to Enhance User Clarity and Engagement

Overview

Discover’s billing experience was unclear and frequently triggered support calls. I led UX design to simplify billing statements, align with archetype-specific needs, and increase engagement across print and digital formats.

THE PROBLEM

Customers were confused by key billing details, leading to support calls and reduced trust

IMPACT

Secured $12M in funding to implement a redesigned system at scale
Reduced support calls by 20% through improved content clarity and hierarchy
Improved satisfaction scores and boosted adoption of paperless billing
Increased comprehension across archetypes by aligning UX to user intent

KEY TAKEAWAYS

Simplified billing layout to prioritize key info at a glance
Introduced archetype-based personalization to address varied user needs
Led UX across web, mobile, and print formats
Aligned content and design with legal, research, and engineering teams

quickview modular, scalable design system

Personalized statements for each archetype

Giving the power to every customer, personalized statements give customers the knowledge to pay off their bill and in turn will allow them to buy more. Through research and discovery, we learned a number of ways to design information that wouldn’t confuse customers. We explored building out content through a series of patterns and components, giving customers high level information.

Evolved statement with data viz

The audience is able to quickly see complex information in a short amount of time to be able to make better informed decisions.

The benefit of a doughnut charts message “part-to-whole relationship” is obvious and the shape is familiar.

Quick View of Old vs. New Statement

Simple and Concise
Prioritizing content, creating a visual hierarchy and establishing a clear structure helps minimize confusion.

the business case

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The Solution

BETTER VISIBILITY OF DATA

Must be informative, engaging, easy, useful and efficient.

PERSONALIZED STATEMENTS

Removing any friction from each archetype. Cross sell opportunities and a unique way to include the payment coupon.

CROSS MARKETING OF ONLINE/OFFLINE STATEMENTS

With consumer behavior continually shifting, we’ll create conversational interfaces to allow customers to engage with anywhere within their journey. Making for a more cohesive and consistent experience across all platforms and channels.

Discover Bill Payment Platform

CREDITS

Client: Discover Financial Services
My Role: Creative, UX