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
20% more customers have healed (payed off their debts) + 14% increase in NPV.
Research partner: Letícia Ratkwiecz
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. This was one of our first rollouts.
The goal to have a Product Designer working with the Collections BU was to implement self-service solutions on the app. It had never been a priority for the BU, which 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. That was a gap in the credit card experience and also in Nubank's vision to empower customers and flight complexity.
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.
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.
With the knowledge we gathered from our customer support team we then started ideating on possible self-service solutions that could help credit card customers during troubled times.