Project Background
Solving for PCI scope; In the past, when a biller agent is assisting a customer with a payment, their card information is shared over the phone which would place the business in question under PCI scope.
PCI Compliance is a set of requirements and standards which governs how payment information is handled and stored by companies that accept credit card transactions; This is meant to help protect card holders from theft. A business could be liable for thousands of dollars in fines if they do not meet the PCI standards for compliance and security.
What I did
I helped define “Secure Service”; A process that allows billers to take payments from callers without exposing their business to PCI scope. I was this project’s sole UX Designer, helping define business requirements, mapping use cases, designing and communicating solutions to address them.
I designed the screens and the interactions for initiating this process from the business’s provisioning portal and the staged payment page which allowed customers to make a payment without having to expose their payment details to an agent.
Process
Worked with Product Management to understand the problem and its context. Defined and analyzed business requirements to gain a holistic understanding of the domain, the provisioning portal’s architecture and data model. These informed my decisions when designing:
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- How the agent would facilitate the process, and the interaction for initiating it from the company’s provisioning environment. (It’s a system that allows the business to manage its customers their payments)
- The customer payment settings-based user-flows and a mobile focused staged payment page.
Key features and requirements
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- Using input masks to help users correctly format input text. (unlike placeholders, the format is displayed automatically so users don’t have to bother typing dashes or slashes)
- A one-page checkout provides less steps and fewer taps, saving time on loading screens between pages. (effectively removing the need to go back and forth to update or correct information)
- Streamline payment by allowing users to pay using known and trusted digital payment options like PayPal, Google Pay and Apple Pay (because entering card data is annoying — especially on mobile)
- Efficient data entry; allowing users to take a photo of their credit card to capture payment information, and matching keyboards with input types.
