A software solution for businesses to
process payments with surcharging, online
and in person.
What is CardX?
Who are the users?
Business owners or employees, known as merchants,
that accept card payments from customers.
Sector
My Role
Impact
SaaS Fintech
Collect User Feedback, UI Design,
Collaborate with developers.
90% drop in support emails
and phone calls.
Client
CardX
The Problem
Merchants were unaware when a payment from a billing plan declined, the whole billing plan would end. To resume payments, merchants needed to create a new billing plan.
This resulted in months of missing recurring payments from their customers until merchants manually checked on the billing plan.
User Interviews
User interviews were conducted with merchants that contacted the support team about issues with billing plans.
The user flow below shows where and when the pain points occur for the merchants when a billing plan payment was declined.
Four main problems were identified from the user feedback.
Declined Transactions
When a transaction declines in a billing plan, it disables the billing plan ending all future transactions.
Issue: Users need to manually create a new billing plan.
Notification
Users do not receive a notification when a payment is declined in a billing plan.
Issue: Users miss months of recurring payments.
View Declines
Users are not able to view a list of which billing plans declined.
Issue: Difficult for users to identify declined billing plans.
The Solutions
Email Notification
The Admin user of the account will receive an email notification if a billing plan declines.
Developer Constraint:
Only one email can receive the notification email.
Renew Billing Plan
Declined billing plans are greyed out to be easily identified by the user.
A Renew button in the upper right billing plan allows users to resume the same billing plan.
Developer Constraint:
The declined billing plan needs to be deleted and a new billing plan needs to be created. The design was crafted to give the user the illusion that they are renewing the same billing plan.
Messaging to update card on file
When users renew a declined billing plan, a warning notice lets them know the card on file was previously declined as a reminder to choose a different card if needed.
Filter by Decline
Users now have the ability to filter their customer directory based on the billing plan status.
They can select "declined" to only view declined billing plans that need to be renewed.
Impact
Emails and phone calls to the support team about billing plans has significantly decreased by 90%. This allows the support team time to concentrate on other customer requests improving customer satisfaction.
Merchants can get paid their expected recurring payments that is needed to run their business successfully.
Customers can expect to be billed regularly without needing to pay a lump sum due to a billing plan error.
An improved user flow for declined recurring payments resulting in less missed payments and cut billing-related support inquiries by 90%.
CardX - Declined Billing Plans
Billing plans is a feature in the CardX Portal
that allows merchants to charge customers
recurring payments.
Example: memebership fees or payment plans.
What are Billing Plans?
