Case study 01 · Fintech · Shipped MVP
Payment
without doubt.
Redesigning installment repayment around the questions users actually ask: what is due, what is overdue, and what happens next?
01 · Context
Users were paying—but not confidently.
Installment payment had become one of the top three support topics. The interface exposed transactions, but did not help people understand urgency, order, or completion.
02 · Research
Confusion followed the payment.
I used support data as the discovery baseline because the product had no event tracking, funnel, or dashboard. Alongside the researcher, I reviewed roughly 100 calls and CRM patterns, interviewed seven overdue, recently paid, and randomly selected customers, and benchmarked four comparable payment products.
Current and overdue debt looked alike
Visual parity hid risk and made payment order unclear.
Manual amount created uncertainty
Users had to calculate what the system already knew.
Success lacked evidence
No useful receipt meant users could not verify what had been paid.
The minimum safe action was invisible
People could not tell what would prevent further overdue status.
03 · Priorities
Four MVP decisions.
Separate overdue from current
Make urgency visible before users select anything.
Guide the payment order
Prioritize the oldest installment and prevent risky sequences.
Replace manual amounts
Use direct selection and multi-select for predictable totals.
Close the loop
Provide status, amount, tracking code, date, paid items, and remaining balance.
04 · Solution & trade-off
One decision at a time.
The redesigned flow turns system logic into visible guidance, from the first overdue warning to a receipt users can trust.
Overdue first.
Selection second.
Proof at the end.
05 · Outcome
Clarity reduced avoidable support.
After launch, customer support reported that installment-payment issues were no longer among the most common requests. Because product analytics were not available, I present this as a qualitative operational signal—not a fabricated conversion metric.