Matt Houdyk | UX Designer | Melbourne, Victoria | 0401 260 685
The problem
VicRoads processes over 4 million vehicle registration payments every year.
There was a low uptake of the automatic direct debit option. For customers with an active direct debit, the payment failure rate was high.
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Quantitative research
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Data analysis
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User testing
Discovery
I undertook a detailed review to understand the existing pain points with turning on a direct debit and well as the key reasons ongoing payments failed.
My findings included that:
- the disjointed flow for setting up a direct debit did not meet user expectations and was difficult to locate
- customers with multiple vehicles expected to be able to manage payment methods for each vehicle
- communication to customers about upcoming debits was confusing or didn’t reach them at the right moments
- when a customer had expired payment details there was inadequate notification and a low rate of customers taking action.
Enhancing the user experience
Over a three-week period, I led an initiative to:
- collate business assumptions and undertake research activities to validate them
- undertake desktop data analysis on internal data to understand payment failure reasons
- undertake quantitative user research interviews to understand customers expectations
- develop new user flows and wireframes, then test them through multiple rounds of user testing
- provide the business with 7 key recommendations for improving direct debit uptake and 12 for reducing the likelihood of direct debit failures.
Outcomes
Many of the key findings were adopted by the business. More detail design and testing was undertaken before the changes were moved into a development phase.
Since the change went live there has been:
- a 26% increase in the number of customer setting up direct debit, and:
- a 46% decrease in the number of direct debit failures.