Spectrum Mobile
Design Lead
Proving a new flow
with data
Not all problems/issues come from customer’s mobile behavior. I was leading the design for our new digital wallet integration, Spectrum Mobile’s first digital wallet, and our third party vendor had technical rules that were not following good UX practices.
Our third party vendor vendor had rules in place for our customers to flag another card as their Auto Pay card. Below is a diagram of the rules.
As you can see, this flow is a bit odd. My team thought had several questions and vendor’s answers.
The orignal Auto Pay card turns back on.
Can’t turn on Auto Pay before customer turns off the primary card.
We thought the current flow wouldn’t create the best experience for our customers. We created two usability tests (with prototypes) to validate our theory. We tested our vendor’s flow vs. our proposed new flow. Our flow cuts our serveral clicks and has the backend doing some of the heavy lifting.
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➤ 80% of the users went to the saved payment to flag as primary auto pay card.
➤ 20% of users couldn’t complete task without some guidance.
➤ Most users took along time to figure out to turn off primary card first then turn on saved card. 2.5 times longer (because of wayfinding).
➤ 100% of users completed the task.
➤ 80% of the users went to the saved payment to flag as the primary auto-pay card.
➤ Average time to complete task was under 30 seconds.
With these new findings, we went back to our third-party vendor and got our vendor to implement our requested changes. Big win for my team!