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Rethinking the payment portal

A streamlined payment process for a seamless user experience.

ccepTx Pro is a software that helps orthodontists present treatment and fees to their patients.

When the development team was ready to integrate a payment portal into the application, I saw this a great opportunity to look at the treatment and payment plan process as a whole and redesign the experience from a user perspective.

I've started with a summary of the project. Read on to see the details, including before and after screens.

Download the InVision prototype (16 MB)

The Issues

  • Lacking in focus

    Where should I be looking? What should I do first? The existing experience felt scattered, with a lot of important information given to the user at once.

  • No end in sight

    This feels long - How long will this take me to complete? Users often stopped midway and finished the process over the phone.

  • Outdated design

    Is this website credible? Users weren't convinced.

  • Confusing Instructions

    What does this mean? Offices often had calls from customers who didn't finish because they weren't confident they understood the terms.

  • The Solution

    Define the action

    Clarify the purpose of each page. Intuitively guide the user to complete each defined action.

  • Display the start and end points

    Encourage the user by showing finish line. Showing the whole picture makes each step easier to understand.

  • Build trust

    Reflect brand values with consistent, modern design. Incorporate proven UX principles to gain the user's trust.

  • Provide further explanation

    Rewrite instructions to be clear & concise. Utilize tooltips and footnotes to further explain the details.

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