Brand: CommBank
Collaborated with: Product Owner, UX Designer, Mobile Developers, Business Analyst and Product Managers
Brief
Create clear, concise, and actionable copy for payment reminders delivered to customers through the CommBank App and push notifications. The project aims to help customers stay on top of their credit card payments, avoid fees, and maintain good financial habits.
Problem statement
How might we use real-time payment data to help customers avoid missing credit card repayments and protect their credit scores?
Approach
We hypothesised that shorter messages would perform better, which was confirmed in user testing. This informed the design of the message card, which would have a heading (no longer than 2 lines), a subline (no longer than 3 lines), and a CTA (3 words max).
To create urgency, the message needed to include the last four digits of the credit card number, the due date, and the impact if not paid. With a very limited word count, this meant writing numerous variations to convey the message in a meaningful way without truncating the message (customer impact if word count was breached).
Comprehension of the final message was well received in user testing, with customers appreciating the sentiment behind the message and clear instructions on what to do next.
Deliverables
We delivered two types of real-time smart alerts through the CommBank app:
Payment reminders to inform customers of upcoming credit card payments, with additional reminders if payments become overdue, avoiding late payment fees if settled by midnight.
Alerts letting customers know they are making high-cost credit card transactions (e.g., ATM cash advances, or online gambling) that incur cash advance fees and interest.
Push notifications
App alerts:
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