Account Manager
New account billing platform for multi brand customers.
I designed a new customer view allowing streamlined payments across multiple brands.
Product Design
About the Product
Provided a new customer process and Account Manager portal for managing there accounts, payments, and invoices. This included new views within each brand portal (ex. Homes, Apartments, Costar, Loopnet) as well as designing customer communication and Guest Payment screens.
Process
We applied a Human-Centered Design approach to address user needs and design for a scalable payments platform. We focused on user control, clarity, and ease of access.
We began with customer and finance customer service interviews to gather requirements and begin journey mapping a future state. We identified pain points in the disjointed subscription and billing management process which informed early wireframing and prototyping solutions.
We then refined each features through iterative usability testing and tracking metrics of early released features.
Success
We saw an increase from $1K in transactions within the first month to $180K by month three of these new capabilities. We also minimized Customer Support tickets related to Billing by 60%.