March, 2022

Nomo — Empowering user payments

How we moved a support‑driven journey into a transparent, user‑controlled payment experience in 12 weeks, reducing support tickets, speeding up recovery of failed payments, and accelerating acquisition.

How we moved a support‑driven journey into a transparent, user‑controlled payment experience in 12 weeks, reducing support tickets, speeding up recovery of failed payments, and accelerating acquisition.

Overview

Nomo is a digital‑first mobile carrier aiming to remove bureaucracy from telecom. When I joined, MVP was live with a 5,000 people waitlist interested in subscribing.

My role was to design Nomo’s payments experience from end-to-end, allowing customers to manage billing, recover failed payments, and update payment methods.

Challenges

Shadowing support team, reviewing their tickets and chat logs surfaced some problems.

Shadowing support team, reviewing their tickets and chat logs surfaced some problems.

Shadowing support team, reviewing their tickets and chat logs surfaced some problems.

A manual acquisition flow

Support team handled every step of new subscriptions via WhatsApp: contacting people in the waitlist, presenting plans and sending payment links.

Limited autonomy

Users had no control over their payment method after subscribing. If a payment failed, they couldn’t update it or even see the issue in the app, relying entirely on support to fix it.

Gathering insights

Conversations with users showed that, given how many subscription services they use, payment failures are not unusual. They expect the service to proactively let them know and guide the fix.

Analyzing other subscription products also helped me to understand how they handle billing flows, and it was a pattern: Clear status, easy payment method management, proactive notifications, and a direct path to retry.

High level goals

Empower customers management

Allow users to view and manage their payments, handle failed payments, improving autonomy, minimizing financial risk, and reducing support tickets.

Streamline the acquisition process

Reduce support team involvement, so customers could subscribe autonomously seamlessly, decreasing friction through acquisition.

Final experience

The final design introduced a clearer, more autonomous experience: users can now easily spot payment issues across key screens, manage their cards, review past charges, and resolve problems directly in the app.


After some sessions of usability testing with our users, we found only minor adjustments were needed. They were able to complete the new payment tasks with ease and confidence.

The final design introduced a clearer experience: users can now easily see payment issues payment issues in many key screens, manage their card, review past charges, and resolve problems directly in the app.


After some sessions of usability testing with our users, we found only minor adjustments were needed. All users completed the new payment tasks with no problems.

The design of the entire web checkout flow was key to shaping what we later called the payment journey. As we were a small design team, I work closely with the Design Lead. She was responsible for the streamline this subscription process

Results

Results

Results

Operational efficiency

With less payment-related tickets, our support team reduced hours of work and could focus on more strategic initiatives or support that really need human help.

Lower risk of unpaid accounts and more predictable revenue.

Faster acquisition process

Even during the waitlist phase, the new checkout made it easier for customers to join and reduced friction in the conversion process.

Even during the waitlist phase, the new checkout flow made it easier for customers to join giving them authonomy.

Lower financial risk

Improved communication and payment management helped lower the chance of lack of payment by our users.

Reduced support team work hours related to acquisition via Whatsapp and payment issues.