Payment Tracker
Empowering Payment Management:
Crafting a Reliable Tool for Tracking Customer Payments
About Cobre’s Portal
Simplifies financial operations by connecting and integrating multiple banking systems, payment methods, and financial tools into one cohesive platform.
A central platform for managing interoperable payments and centralizing treasury operations.
Key features
Payment management
Real-time reconciliation
Treasury centralization
Universal banking integration
The challenge
Users face frustration due to a lack of visibility into payment response times, especially during contingency scenarios.
The absence of clear timelines leads to confusion and increased customer support requests.
A significant portion of support tickets (41%) is related to “Payment processing status,” indicating the need for better communication of payment updates.
The goal
Provide users with clear visibility into payment timelines under both normal and contingency conditions.
Minimize friction by reducing uncertainty and confusion about payment statuses.
Decrease support tickets related to payment inquiries by at least 30% within the first month.
The research began by analyzing user pain points and support data to pinpoint the core challenges. The insights gained informed the foundational structure for addressing user frustrations. Here's what we uncovered:
User Pain Points
Lack of clarity and visibility in payment response times.
41% of tickets (53 of 128 in September) were related to "Payment processing status."
Building User Stories
As a customer, I want visibility into the history of my payment statuses and the times when changes occurred.
As a customer, I want to know the estimated response time for payments.
As a customer, I want to be informed if a payment is in contingency and how this impacts response times.
Success Metrics
Key Result: Reduce payment-related support tickets by 30% within the first month of implementation.
Our research revealed essential priorities for the redesign:
Users need clear, real-time visibility into payment timelines, including history and contingencies.
A better design will reduce confusion, improve satisfaction, and decrease support ticket volume.
A focus on clarity will directly impact user trust and retention.
Armed with user feedback and iterative design, our efforts delivered measurable outcomes that enhanced user experience and operational efficiency.
Key results
Reduced Support Tickets: Achieved a milestone by reducing tickets associated with payment processing status to just 10% of the overall volume by November 2023.
Increased Engagement: Reached an impressive engagement rate of 65% by November 2023, showcasing strong user interaction and adoption of the new functionality.
Success metrics
Improved transparency and clarity in payment processing, driving user satisfaction.
Lowered the burden on customer support teams, freeing resources for higher-value tasks.
The development of the Payment Tracker improved financial transparency, giving users clearer, real-time insights into their transactions and account activity. Here’s a snapshot of its impact:
