Set up payments for an ongoing service

Market: Family healthcare managers seeking to establish recurring payments for medical services

Scenario: Family healthcare managers navigate payment platforms to set up recurring healthcare payments while managing multiple accounts and payment methods, often encountering inconsistent experiences and complex cancellation processes.

Average Difficulty: Mild (6.5% average difficulty)

35 Outcomes ranging from 0% to 19% difficulty

Research Insights

While initial payment setup is straightforward (95-98% satisfaction), users struggle with payment management and cancellation (81-87% satisfaction). The most challenging areas include phone-based cancellations (19% difficulty) and payment setting adjustments (8-12% difficulty). Users strongly prefer digital self-service options.

Job Steps

1. Decide to set up regular payments

2. Find out different ways to pay

3. Get account info and billing details ready

4. Check funds and pick payment method

5. Set up payment and ensure approval

6. Monitor payments

7. Adjust payment settings if needed

8. Cancel payments when service ends

Themes Identified

• Payment Setup and Verification: Focus on streamlining initial setup, payment method clarity, and approval confirmation
• Payment Management and Monitoring: Emphasis on transaction tracking, history access, and notification systems
• Account Changes and Cancellation: Need for simplified processes for updates, adjustments, and service termination

Recommendations

• Implement unified digital cancellation process without phone calls
• Create consistent cross-device payment experiences
• Develop proactive notification systems
• Streamline payment information updates and adjustments

Cautions

• Avoid requiring phone calls for account changes
• Don't hide payment management features
• Avoid inconsistent mobile/desktop experiences
• Don't implement changes without clear notifications
• Avoid complex verification processes