Payment Plans | Retail Lockbox

Payment Plans – Retail Lockbox

Title: Payment Plans

My Role: UX/UI Designer and Technical Writer

Year: 2020-2022

Tools: Figma, User Interviews, Focus Groups

Project Summary

This project focused on creating a refined payment plan functionality for a program with supportability issues, intended to be implemented on RLI’s 200+ client websites. The goal was to make payment processing easier by allowing customers to set up payment plans, offering flexibility and affordability so they could continue using services without interruption.

The Problem

Improving supportability and functionality meant creating a process that worked for various clients and their end users. Historically, clients sent billing data to RLI in media files for processing. This file-based model needed to evolve into a more seamless, convenient payment process that could be used directly by both clients and end users.

The Goals

Users (End Users and Admins): Have easy payment options by choosing payment plans.
Business: Increase engagement and provide efficiency in payment processing services.

Design Process

Payments are a crucial aspect of any user’s billing experience, but can be technically complex for both the user and the business. The main challenge was designing a feature that addressed the needs of 200+ clients and their customers. To maintain trust and efficiency, we developed a process that clearly guided both admins and end users with concise visuals and step-by-step payment options, ensuring understanding and successful transactions.

Results

Feedback from clients was extremely positive, with many noting the convenience of being able to choose an option that fit best for their account(s). Alongside positive feedback, the feature rollout resulted in increased retention and engagement from users.