Nubank • 2020 • Released
Big number of tickets and time spent by the XPeers to perform anticipations (the flow was only available via support). Also, users felt powerless to control and terminate the financing they had taken.
Implement a financing installments anticipation flow on the app, giving back discounts to users who do it.
10% decrease on total time spent on tickets and projected cost cut of ~4.5 MM by 2021.
Nubank provides users with a fair amount of financing solutions in case they can't pay their bills in full, and users can hire those on the app, with a full self-service. Users tend to finance their bills and break them down into installments when things are tough and they can't pay the total. But once an uncertain situation is overcome, customers want to meet their pending payments and stop paying interests. With user feedback in mind (that we constantly gather, categorise and analyse), Nubank implemented an anticipation solution via support where customers could choose how many installments to anticipate, which are then transferred to their open bills. With the intent to incentivise customers to anticipate installments, keep their payments up to date, and free their limits, the feature grants users with discounts based on the number of installments anticipated.
The feature was a great success but it was not yet available on the app, and we kept receiving feedbacks about it. Users want to move their accounts and handle their bills and limits on their own. Also, the discount was such a great argument that it should be accessible to all customers with financings at all channels.
We were committed to challenging our most basic assumptions about why people didn't pay their bills on time. So our initial conversations were purposefully broad and naive. We started out by talking (focus groups) to the very people who have direct contact with our customers: our XPeers.
There was one main issue we had to address and to properly explain to users. The installments would be anticipated from the bottom up, never the other way around. So that might be a concern for users who expected to anticipate the next intallments in order to have a 'relief' and not be charged for a certain period of time.
Also, users don't pay for the anticipated value at the end of flow. What they do is add the value to their open bill, to be paid until due date.
So we had to visually indicate those aspects, inserting them in the selection interaction itself, and build a flow that would not give chance to confusion and misunderstanding, since the transaction would be irreversible.
With the flow and interactions built, we ran guerrilla usability testings.
