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Exploring payment decline messaging

Started by: jas215
On: 26/02/2019 | 10:03
Replies: 17
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by: jas215
handy giff-staffer

on: 26/02/2019 | 10:03 edited: 26/02/2019 | 10:15

Happy Tuesday folks,

 

Here in the Digital Foundations team, we’re looking at improving payment errors within the top up journey and how we handle them. As we believe we can offer our members a better experience.

 

While we’re busy looking at the code, we’re also looking at the messaging that we present our members who experience a payment error.

 

Below we’ve mocked up some improved error messages for certain scenarios, and we’d love to get your thoughts.

 

Scenario one

Your card has been declined

Screen Shot 2019-02-26 at 09.33.56.pngDecline messaging

Scenario two

A processing error has occurred.

Screen Shot 2019-02-26 at 10.14.29.pngProcessing

 

Looking forward to hearing from you

 

Jas

Message 1 of 18
by: davidevans0000
on: 26/02/2019 | 10:13 edited: 26/02/2019 | 13:17

@jas215 the new one easy to see and you can try again if there is a problem.

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Message 2 of 18
by: allan1954
on: 26/02/2019 | 10:34
@jas215 option 2 and it's better because you can try again.
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Message 3 of 18
by: mcilwraith
on: 26/02/2019 | 11:20

both the new options. the try again and the link to an agent should help

Message 4 of 18
by: woodyuk
on: 26/02/2019 | 12:06

The new ones looks better to me,much more straightforward and gives the option to try again.

 

There's a problem with the wording though that jumped off the page at me,you've blindly assumed that all members use debit cards and so it says "your bank" but with many members using credit cards it should say "your card provider".

Message 5 of 18
by: isabel1066
on: 26/02/2019 | 12:48
the new one for me also as its easy to read and you can try again.
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Message 6 of 18
by: finlayj28
on: 26/02/2019 | 13:28
Think both the new options are clearer and allow you to try again.
Message 7 of 18
by: tradertall
on: 26/02/2019 | 15:28

@finlayj28 wrote:

Think both the new options are clearer and allow you to try again.

i agree

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Message 8 of 18
by: jas215
handy giff-staffer

on: 26/02/2019 | 15:49
Thanks for the feedback
Message 9 of 18
by: jas215
handy giff-staffer

on: 26/02/2019 | 15:55

Thank you, everyone, for your feedback. 

 

Your comments have helped us steer this project and now we know that we're heading in the right direction. 

 

Also, the copy suggestions was a nice touch. 

 

 

 

 

Message 10 of 18