Omnichannel Billing Experience
Billing inconsistencies across platforms lead to confusion and increased customer service inquiries. By presenting billing 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
I designed the statement history, payment methods, and cart & checkout flows.
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.
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
After
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
Statement history
This is a new set of pages that houses previous, current and upcoming statements.
Previously, customers were only able to view their bill in PDF format. With this effort, customers have a centralized place in their account where they are able to view all their billing activity.
Before
Only PDF view, no in-app view
