Designed the end-to-end UX strategy and design for AutoPay, transforming a hotline and store-dependent enrolment process into a self-service digital experience within the Smart App.
MY KEY ROLE
Lead UX Designer
TIMELINE
11 Sep 2023 to 10 Oct 2024
CLIENT
Smart App
ABOUT THE PROJECT
AutoPay is a feature in the Smart App for postpaid subscribers that automatically pays the monthly amount due. The total amount will be charged to their linked payment method on the day of the month they have selected.
MY ROLE
I’m the lead UX Designer responsible for strategising and designing the AutoPay feature in the Smart App. I partnered closely with product and engineering teams to define business rules and design end-to-end flows, translating ideas into execution.
PROBLEM
Users must either call the Smart hotline or visit the store in person to enrol in the Auto-Debit Arrangement.
OUTCOMES
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Delivered a seamless AutoPay experience that simplified monthly bill payments for postpaid subscribers, reducing friction in the payment journey.
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Improved on-time bill payments by minimizing missed or forgotten payments, helping prevent account redirection and service disruption.
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Increased adoption of self-care transactions within the Smart App, strengthening user engagement with digital billing and payment features.
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Reinforced the Smart App as a trusted primary channel for account management by offering a reliable, automated payment solution.
