Payment recovery

Why this mattered.

What I owned.

• User experience

  I owned the recovery experience: payment reminders, overdue-balance journeys and clearer transaction history, connecting what customers see with the next step they need to take.

• 
  Finance & customer support

  I worked with the finance team on the recovery approach and coordinated closely with customer support to prepare for an initial rise in requests. I created FAQs, trained the customer support team and aligned on how to handle questions without disrupting normal operations. The recovery journey needed to become clear enough for customers to resolve their balances without contacting us.

What made it challenging.

• 
  Recovering balances while preserving hospitality

  Customers had become accustomed to leaving balances open for long periods. Introducing a firmer recovery approach changed those expectations and initially generated more support requests. The challenge was to recover debt promptly while keeping reminders warm, respectful and clear, without making customers feel punished or discouraging them from returning. Preparing support for the transition and making repayment simple enough to handle independently were essential.

What changed.