Rethinking the payment portal

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• Outdated design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.