Payment service and calendar picker

I took over design lead responsibilities of a bill pay feature for a secure banking site. My initial tasks were maintenance of existing features and clean up of the design artifacts. I quickly gained accolades from design, development and QA partners who found working with my design files to be more intuitive.

A new express pay feature that gave users the option to pay a bill overnight or by the next day. This service included a fee the bank did not want to disclose until payment review. I felt this risked customers feeling tricked into a fee and reducing the number of customers using the service. Not to mention angering customers.

But the bank was adamant about not showing the fee. To make my case, I wrote an A/B test. Half the participants went through a payment flow where the fee was disclosed only on the review and confirmation screens. The other half saw the fee disclosed when a date was selected.

Study data showed participants that did not receive an up front disclosure felt swindled and upset that they had to pay a fee. And they would be unlikely to pay it. The users who were presented with the fee upfront showed no displeasure and were willing to pay the fee. Ultimately, the bank trusted the data and chose to disclose the fee when the user selected a date. The image below is the design that was put in the bill pay service.