Payment Delivery Date Clarification
What is Prepaid2Cash?
The Prepaid2Cash mobile app allows customers to exchange their unwanted gift cards and prepaid cards for cash sent directly to their bank accounts.
Problem
Original Design
When a user attempts to cash out a prepaid card or gift card on the Prepaid2Cash app, they are provided with multiple processing speed options to choose from. The processing speed they choose determines when they will receive their funds. Originally, the delivery speeds were listed in terms of ‘business days’. The user was displayed delivery speed options like ‘1 business day’ and ‘4-5 business days’. The problem was that most users do not understand the ‘business day’ terminology. Business days are meant to mean days that banks are open, so the term ‘business day’ excluded weekends and federal holidays. However, the term ‘business day’ was not easily understandable to customers and Customer Success frequently received emails from upset customers who believed that their payments were late.
Brainstorming
I met with the Product Manager to discuss this problem and potential solutions. We already had FAQs on the Prepaid2Cash website explaining what a ‘business day’ was, but that hadn’t helped the issue. Because of this, I suggested that we remove the ‘business day’ terminology altogether. I proposed that we display the processing speed options in the same way that Amazon displays their delivery speed options to customers placing an order. This meant that we would provide users with the expected delivery dates for each of the two processing speeds and allow the user to select which date they would like to receive their payment. After all, the user’s primary concern was always when to expect their payment. Because of this, the delivery dates should be the focal point on this step.
Design
Along with changing the display information about when a user could expect to receive their payment, I also updated the icons next to each delivery speed. I updated the icons to ensure they had a more consistent look and to remove the mention of 24 hour processing.
Final Design
Results
The user can now see exact dates for when their payment is expected to be delivered to their bank account. Making delivery dates more clear has caused a drastic reduction in the number of complaints Customer Success receives about missing and/or late payments. The overall rating of the app in the Apple App Store and Google Play Store increased as well, since fewer customers were leaving negative reviews based on unclear delivery information.