Nubank • 2020 • Released
Late credit card customers had only access to discounts and negotiation options through phone or chat.
Integrate payment options across all channels and allow customers to self-serve from financing plans.
Still to be measured. Potential to reach over 600 thousand customers.
Collections is a business unit responsible for handling customers debts by offering financing products and customer support. Thanks to a one-year-long research + co-creation process, our team was able to design and ship products that allow customers to take control of their finances and create payment plans. According to our rollout strategy - defined by Design + PM + Engineering - this product flow follows the single payment release and is currently under development.
Around 10% of all Nubank's credit card customer base is late on their payments. This might represent shorter late periods such as a week, or even longer periods like months and years. In general numbers, we are talking about more than 1.5 million customers and just over 2 billion reais in outstanding balance. These customers had a varied portfolio of solutions for agreements over our support channels, but nothing they could self-service from. One of those payment solutions is financing the late balance by breaking it up into installments to be paid each month.
How might we offer self-service collections solutions that empowers Nubank's late customers?
One of the problems we've broken down from the huge self-service landscape has to do with single financing balances. If a customer had a debt with Nubank and wanted to create a monthly payment plan, they would find a different experience between app and chat/phone. On the app, customers could only generate a payment slip (boleto) for the full amount, but if they reached us via support they might be able to negotiate with discounts. Some of the subsequent problems we had with this practice were:
→ We were not being transparent about discounts
→ We were overloading our channels (specially when Covid hit)
→ We were being inconsistent on the experience provided