My role
Product design
Duration
1 month
Company
Neo Financial
About Neo Financial
Neo Financial is a Canadian fintech company that offers innovative digital banking solutions, including credit cards, high-interest savings accounts, and investment products.
My role in this project
As a Senior Product Designer, I collaborated with PMs, developers, and the Ops team to lead the end-to-end design process—from concept mapping to prototyping—and delivered a new payment method called Commit to Pay for delinquent users.
Introducing "Commit to Pay"
As Neo iterates to improve the collections digital funnel for customers, we want to add more options and flexibility for delinquent customers to make overdue credit card payments.
Problem
Increasing delinquent credit reduces profit margins
As our customer base expands, the number of delinquent users increases, leading to higher payment collection costs.
Business impact
Commit to Pay was launched on December 30, 2024, through email communications and app push, delivering an outstanding business impact.
Background: Manual call to self-service
Currently, Neo's Payment Solutions Team collects 'Promise to Pay' commitments via phone, leading to high operating costs despite successful collections.
Systematic challenges: How I break down problems
Neo's payment collection model for delinquent users is complex, with multiple payment offers. To integrate 'Commit to Pay' seamlessly, I mapped all possible flows and collaborated with stakeholders to prioritize and structure the payment offer hierarchy, determining the final flow.
