Nubank • 2020 • Released
Late credit card widgets used to display the same message for all user status.
Mapping and revision of all user status, bringing clear communication and action points.
100% reduction of complaints due to ambiguous wording on Reclame Aqui + ~20% increase in the total financings created.
This is a collection of tactical design wins we did in order to improve late credit card customers experience on Nubank's app.
The Collections BU had a long and strong tradition of being a customer support team. A reflection of that tradition was the app itself: once customers got late there was not much they could do to solve it other than pay the full amount due, or reach customer support. On top of that, the home screen of the app used to display a generic message with no clear action points and it did not reflect the customer current status.
We started out by mapping the current product scenario and all the events that transpire. According to the number of days late, Nubank can take actions such as blocking the card, sending the customer's data to credit bureaus, cancelling the rewards program or ultimately cancelling the credit card itself. The payment and financing solutions available also depend on how many days a customer has been late.
Nothing of this was clearly communicated or represented on the credit card widget and dashboard. The most important information - the balance - was not even visible on this level.
This is a simplified version of the Collections rule and how the two main events (blocking and cancelling) were translated into the app home screen.
The main reason for customer complaints was that, even if customers had payed off their debts we would still display the same message. The feeling customers most related to was embarrassment.
Both states seemed very similar but in reality they differed a lot. On the 8th day late, the card gets blocked. Customers might pay the bill in full, revolve or finance the balance.
On the 64th day late, the card gets cancelled, but we didn't tell customers this might happen beforehand. Customers might pay the bill in full. To get discounts or finance the balance they had to reach our customer support.