Next Day Grace
Making sense of overdraft options
No one likes overdraft charges. But in qualitative studies, we learned that the charges weren't the big issue. The big pain for customers is that the moment of getting declined can be utterly embarrassing. That embarrassing moment was something my team and I were tasked with helping people avoid.
Additionally, the entire overdraft flow was on a legacy platform and needed to be migrated to the cloud and redesigned to match the current build book. Making it
Problem:
It's good to have options, but understanding them can be confusing and a little intimidating. Those choices were causing a drop-off in the application flow, or otherwise causing the call center activity to spike. We had to help get customers set up for success in a way that fixed both of those issues while bringing the whole experience into the modern age in terms of technology and look & feel.
Solution:
Make the options understandable in a way that does not overwhelm. Our solution utilized elements from the build book and lots of careful crafting of the copy/content. It required many rounds of user testing and back and forth with legal and compliance to make sure that it communicated what was required in a way that was helpful to customers.
