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

Overview
Discover's billing statement confused customers, resulting in high support call volumes. The goal was to create a more user-friendly billing experience that reduced frustration and increased engagement.

The Approach
We used a human-centered approach in three key steps:

Understanding The Problem: Aligned with stakeholders and identified customer pain points and archetype needs.
Defining Archetypes: Addressed diverse user needs, whether for simplicity, clarity, or detailed control.
Design & Testing: Explored data visualization, tested wireframes, and refined designs to help users quickly understand billing information, reduce confusion, and improve decision-making.

The Solution
We designed a flexible system that:

Enhanced billing visibility with clear data presentation.
Provided personalized statements based on user archetypes.
Integrated both online and offline billing options.

The Impact
The business case secured $12M in funding to redesign the billing statement. The redesign reduced support calls by 20%, and improved customer satisfaction, driving higher engagement and increased adoption of paperless billing options.

Quick View of Old vs. New Statement

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

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.

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 Experience

CREDITS

Client: Discover Financial Services
My Role: Creative, UX