B2B - Remediable payments
Read time:
4 min
Industry:
Enterprise Saas
Start:
Duration:
4 Weeks
I led the redesign of BILL's payment recovery experience to help customers resolve failed and stalled payments without contacting support. By surfacing issues directly in the product and guiding users toward the right next step, we transformed a fragmented support-driven workflow into a self-serve experience.
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This overview is intentionally designed for a quick read in under 3 minutes. For the full story, please review the attached case study deck.
Starting point
Thousands of payments became blocked every month because of issues like invalid bank accounts, undeliverable checks, and debit blocks. Customers had little visibility into what went wrong or how to fix it, making support their only path forward.
Problem solving
I explored multiple ways to surface payment issues—from simple status badges to row highlights and global banners. Through iteration, I landed on a dedicated Needs Attention experience that clearly connected each problem to the right action while reducing cognitive load.
Implimentation
I designed a scalable recovery framework that combined contextual banners, actionable payment states, guided remediation flows, and reusable UI patterns. The same approach could support multiple payment exception types while remaining simple and consistent.
Results
The final experience gave customers a clear path to recover failed payments directly within the product instead of relying on support. Customer support request rates dropped by 23%, reducing operational overhead while improving self-service. The recovery framework also established a reusable pattern that could scale across multiple payment exception types.
