Digipay as the largest loan payment system in middle east, provides various installment plans for purchases, including Buy Now, Pay Later (BNPL) options and traditional credit with diverse repayment structures, such as monthly or three installments.
Currently SMS reminders are sent to users at four key points: The due date itself, During any grace period offered, At the end of the grace period date, and finally follow up messagge. Furthermore, users receive individual SMS reminders for each loan and cannot presently consolidate payments for multiple debts into one transaction.
The SMS system lacks a unified approach, leading to inconsistent messaging and user experiences. Manual SMS delivery risks delays and errors, affecting timely reminders. A high 10% default rate poses a challenge for reducing loan payment defaults. Rising SMS costs make optimizing reminders crucial for cost efficiency.Current SMS content may not effectively drive user satisfaction or prompt payments.
By implementing automation and personalized messaging, we aim to reduce late payments, encourage more users to pay before the due date, and optimize SMS costs. With timely, actionable reminders, we expect to see improved engagement, fewer missed payments, and a more efficient, scalable communication system.
As the core product designer, I led the design process in close collaboration with the engineering marketing and operation team, delivering automated Delivery system within a 3 months for a A better experience for our users, measurable business impact, and a scalable system ready to support Digipay's growing product offerings.
After evaluating the needs of users and various stakeholders, and assessing the present state of the credit payment SMS system, we need an integrated and automated SMS delivery system. This system should be capable of managing various types of credits with diverse conditions. In addition to the need for changes in the SMS infrastructure, we required adjustments to the structure of the dates and days for sending SMS messages. The analyzed data shows that each time users receive a debt repayment reminder, a significant percentage of them pay their overdue debt on the same day. Conversely, without reminders, debt repayment is almost entirely forgotten. However, we must consider that one of our goals is to reduce SMS costs and create a valuable experience for users.
