Omnichannel Billing Experience
Billing inconsistencies across platforms lead to confusion and increased customer service inquiries. By presenting payments and charges consistently across digital platforms, we reduced call volume, improved clarity, and created a more intuitive billing experience for customers.
Role
Product Designer
Team
1 principal product designer, 1 PM, billing & credit stakeholders, app and web dev team
Timeline
May 2025 - ongoing
Over 60% of calls to Boost Mobile’s care center come from customers who are confused about their bill
The goal: Create consistency in how billing information is shown across all channels and provide customers a way to clearly understand the charges on their bill.
I designed the payment methods, and cart and checkout flows.
Payment flows
I designed payment flows that allow customers to make payments, add and update payment methods. As part of this work, I simplified the process by consolidating all payment method options into a single page.
Previously, customers had to redeem a gift card and add a credit card from two separate locations in the experience, often times not knowing where to find one of the two options.
Before
Gift cards was in settings, separate from other payment methods
After
All payment methods in one centralized place
I also replaced the slide to pay functionality with a 'Make a Payment' button which significantly minimized the number of customers making a payment by mistake.
Before
"Add Payment Method" is hidden under the dropdown
After
Actions are clearly displayed, taking away guessing work
Cart & Checkout
From research, we learned that users struggled to understand how multi-line and bundle discounts were applied, and they lacked clarity around overall pricing. Customers were constantly confused about what they owed today versus what they’d be paying each month, and our checkout wasn’t doing them any favors. This lack of clarity created hesitation at the moment of purchase.
With the redesign, we transformed the cart and checkout into a clear, intuitive step. Customers can now immediately see what’s in their cart, how much each item costs, what they owe today, what they’ll pay monthly, and exactly how their savings are applied.
Before
After
Implemented a light blue highlight as the universal treatment for discounts and savings