MABLE

Revolutionising Payment Experiences at Mable:
A UX Journey

 
 

Background

  • Mable, a platform connecting support providers with clients, faced challenges in delivering timely payments due to a complex approval process for fund release.

  • The existing payment structure led to irregularities, causing frustration among support providers.

  • Client feedback, negative reviews, and a surge in payment-related calls highlighted the urgency of addressing this issue.

  • Mable’s support providers expect to be paid in a regular and timely manner, but often, depending on how their funds are managed (ie: 3rd parties) , they may be paid irregularly and with large time delays.



Problem

  • 7.5% of NPS detractors cited payment delays (Nov 2021).

  • Late payments accounted for 38% of negative online reviews (Nov 2021).

  • An average of 950 payment-related calls per month burdened the support and finance team (Jan-Oct 2021).

  • Internal issues included insufficient resources in the finance team, lack of a unified payment status system, and a need for clearer roles.

 

Understanding the Customer Journey:
Support Providers' Struggle

  • Support providers faced frustration and anger due to unreliable and delayed payments.

  • Express Pay, a faster payment option, imposed an extra cost of 1.5%, compounding the dissatisfaction.

 

The Support Providers customer journey (unhappy path)

Proposed Solution: The 10-Day Payments Initiative

  • Mable proposed offering payments within 10 days of support providers submitting their timesheets, excluding those with risky accounts.

  • Mable would absorb any associated costs or issues arising from the initiative.

 

Concept Testing and User Feedback

  • Engaged 7 support providers in a one-hour video call interview.

  • Tested various concepts, including the 10-Day Payments offer.

 

Findings: Mistrust and Concerns

  • Strong mistrust of 'Paynow Finance.'

  • Concerns about hidden fees and the organisation's motives.

  • Limited willingness to opt in, with only 1 out of 7 participants expressing interest.

 

Quotes

“I am a qualified finance broker… and that just screams payday lender… If people then apply for credit, there’s always a credit check and things like that can show up.”

“Nothing comes from nothing… What do you guys get out of it?”

“Paynow finance…are they having to pay fees to Paynow?… Are those fees then going to be put back to us somehow?”

“Why is it invitation only?”

 

Refining the Solution: Mable Payment Services

  • Rebranded the initiative as 'Mable Payment Services.'

  • Enhanced transparency regarding the offer and its benefits.

  • Simplified opt-in/opt-out processes.

  • Conducted an A/B test for Expressions of Interest (EOI).

 

A/B Test Execution and Success Metrics

  • A two-week experiment featuring email, in-app messaging, and a landing page.

  • A/B tested two versions of the EOI landing page.

EOI A/B test - Version A

EOI A/B test - Version B

Exit modal

The 2 versions of the landing page for the EOI experiement

Success Metrics: Measuring User Engagement

  • Opt-in rate exceeding 70% of overall participants.

  • Engagement rate below 50%, with an opt-in rate surpassing 70% for engaged participants.

  • Opt-out rate of engaged participants above 10%.

 

Conclusion

  • The 10-Day Payments initiative promises to address significant pain points for Mable and support providers.

  • The shift from 'Paynow Finance' to 'Mable Payment Services' ensures transparency and user trust.

  • The A/B test provides valuable insights, ensuring the initiative aligns with user expectations.

  • This transformative journey aims to enhance the payment experience, foster trust, and significantly improve Mable's overall service.

 

Follow up

  • ‘10-Day Payments’ was the more successful in the A/B test.

  • There was a successful 75% opt-in rate for overall participants, which was above the metrics proposed.

  • Support workers were happy with the 10-Day Payments initiative.

    • “7-14 days is a respectable time frame in which to be paid. It’s great to have dates of when I’ll be paid, especially having long-term, regular clients, who have difficulty in remembering to pay the invoices.”

    • “For me, the cash flow improved immediately and I am now able to forecast with accuracy. It is terrific.”