On-time Payments at Divvy
Strategic improvements preventing $3-4 million in annual losses.
Divvy is an all-in-one expense management solution that combines free software with corporate cards to provide customers with real-time visibility and customizable control over their business finances.
I led design, research, and strategy, facilitated collaborative workshops, and worked closely with data teams.
2023-2024
Contributions
Product strategy
Research
Visual design
Workshops
Data analysis
92%
ON-TIME PAYMENT RATE$3-4 million
IN LOSSES PREVENTEDProblem
Customers are not paying us on time.
The rate that Divvy customers were paying their balance on-time was averaging well below 80%. The downstream effect of this is millions of dollars in losses each year due to uncollected payments.
Low Effort / High Impact Changes
We released a very small update targeting manual payment customers, which prompted them to enable automatic payments.
11% of manual payment customers moved to automatic payments using this feature.
Timely Reminders
Our data suggested that “Statement Ready” emails were driving on-time payments for customers on monthly billing cycles.
Generating statement emails for customers on weekly and semi-monthly billing cycles gave us the opportunity to remind customers to pay their balance the day it becomes due.
This update was a double whammy, which also addressed core reconciliation issues.
Redesigned Payment Experience
We completely redesigned the manual payment experience on web and mobile.
We increased the completion rate of manual payments by 3%.
Results
On-time payments for April ‘24 reached an all-time high of 92.04%
Based on historical loss data that results from late payments, we believe the impact we've had on our customer's ability to pay us on time has reduced losses by about $3-4 million per year.