Background

Zip Co is a financial technology company that experienced significant growth, offering buy now, pay later (BNPL) services to its users.

As the company expanded, its products became more complex with the introduction of new features and services.  

This case study explores the process of redesigning the account overview experience to improve user experience and increase repayment rates.

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Considerations

Zip has two products that offer different repayments solutions - Zip Pay and Zip Money.
The new account overview design needed to accomodate the different features of both products while keeping the designs consistent.

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Discovery

To identify problem areas and opportunities we conducted a number of usability testing sessions and ran multiple workshops with our CX team to understand which tasks were the most problematic to our users.

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Key findings

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A shift in focus

To encourage responsible spending habits and timely repayments that ensure sustainable growth and support users' financial well-being we moved from a spend-focused approach to a repayment-focused design strategy.

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Design elements such as the page header were reworked to encourage repayments by highlighting the total owing instead of the available spend.

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Repayment plans

The presence of two distinct repayment structures in Zip Money had created a confusing experience, so our first step was to decouple the two repayment plans (Flex and Instalments).
The plans were then visually separated to enhance comprehension.
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Additional product education pages were also added for transparency.

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Missed repayments

To avoid users falling into arrears, a new simplified missed repayments experience was implemented.

The flows included educational resources to help users better understand their repayment obligations and financial management.

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Features

Using user feedback, the page was designed to accomodate new features such as 'Pay now' as well as surfacing previously hidden or hard-to-find features.  

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Results

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