C6 Tag
The C6 Tag is a toll tag offered to C6 bank customers, with approximately 1.2 million active tags. It is glued to the windshield of the car and allows them to pass directly through tolls and parking lots with automatic charging.
COMPANY
C6 Bank
YEAR
2021
ROLE
Information architecture, interaction, visual design, prototyping and testing.
The problem
High volume of service calls about toll disputes and the highest number of denied charging disputes in the market. To better understand this problem, I conducted an analysis to find out what the current dispute process was like and basically, it was carried out entirely by the bank's customer service.
There are only three reasons for filing a dispute:
After carefully analyzing this process, we understood that the real issue was that attendants were mistaking the duplicate charge amount with the incorrect amount and filing the disputes with the wrong reasons.
Ideate and solution
After discovering the real problem, we started several rounds of brainstorming and crazy eight together with the stakeholders, the squad and the user experience team, which helped us to come up with a solution.
The dispute process would be done entirely through the app, without the need for the customer service team and we would guide the clients through questions, so that they dispute the right reason.
Design explorations
Several explorations of flows and layouts versions were made to ensure a better understanding by the customers. For each finished flow, we tested with users, corrected the points that did not perform well and tested again until we reached a version with a success level above 85%.
During the tests, customers were confusing reasons in version 1, so information icons were added in V2, in which we explained each reason, but customers were not accessing the explanations. So we decided to change the approach in version 3, where we would ask questions to eliminate each reason, instead of asking the reason directly on the first screen, which caused the success level to increase significantly.
Final version
Consequently, we continued with the V3 for the final version, where we chose to use the dark mode and icons as visual support.
Customers would access the feature by tapping the toll collection on the app's home screen and continue the flow by answering questions until the process is complete.
Results
In the first month after the feature was launched, we identified that there was a 40% drop in tag dispute calls and in the following months, an average drop of 20%. Consequently, there was a drop in the company's expenses with the customers service sector.
The results are still positive, where we had periods with high number of calls, but with a low volume related to tag dispute.