Problem
Customers found the existing payment extension feature was hard to use, this resulted in a considerable amount of calls to the call centre.

Key Insight
Customers wanted to extend their payment date so it coincided with when they would be paid. They wanted to know that there was money in their bank accounts.

Research / testing
Insights were gathered from voice recordings of customer service calls and an initial round of user testing using the existing feature designs prior to commencing redesign activities. Serveral rounds of user testing were also performed between design sprints to help inform how the date picker and associated messaging would work.

Solution
Customers felt empowered by the option to choose a new date rather than a single option of a two week extension. This helped them align their new due to their pay cycle. Customers were also given the option to receive a reminder SMS about their new due date.