Designing a proactive credit experience to drive repayment behaviour and reduce financial risk
↑ 200% increase
in auto-sweep adoption
↑ Increased
early repayment behaviour
↓ Reduced
reliance on manual debt collection
Problem
Members were unknowingly accumulating debt due to low visibility of exciting auto payment features and poor mental models.
Solution
We introduced contextual prompts and improved debt visibility to drive the use of a auto sweep direct debit feature ‘Autobiller’
Overview
User Problem
Debt was invisible until it became urgent
Payment expectations unclear
Experience felt punitive
Business Context
• Reduce outstanding debt
• Improve repayment rates
• Meet Consumer Duty standards
Challanges
This was not just a UX problem. It was a behavioural and feature awareness issue.
User
Low awareness + surprise debt frustration
Business
Revenue leakage + repayment delays
Regulatory
Need for transparency + fair user treatment
Opportunity
Solution
1. Increased Visibility of Autobiller feature
Surfaced balance in key areas
2. Contextual Prompts
Nudges at high-intent moments
3. Simplified Payments
Reduced friction to repay
Testing
Impact
Business
↑ Repayment rates
↓ Overdue balances
User
↑ Transparency
↓ Financial stress
Strategic
Shift from reactive → proactive system