I worked on UX improvements for the 407 ETR mobile app, focusing on reducing user uncertainty around billing. The most impactful enhancement was introducing Account Balance visibility and enabling users to pay their balance directly in the app. This was the first time balance information surfaced in a clear and accessible way.
- App rating 2.0 to 4.7
- Balance visibility added
- Reduced billing confusion
- Increased user trust
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UX/UI Design
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Feature Design
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User Testing
Targeted remote user testing on the new Account Balance design showed that visual hierarchy mattered more than feature density. Early prototypes over-emphasized the balance widget, making secondary items harder to find. Testing also invalidated assumptions around payment timing, confirming that clear expectations mattered more than real-time updates. These insights directly shaped the final layout and messaging.
I translated research insights into a clear feature concept that surfaced Account Balance as a primary element in the app. I designed the balance hierarchy, clarified language around statements and charges, and mapped a direct path from viewing a balance to paying it. I worked closely with product and engineering to ensure accuracy, edge case handling, and a smooth integration into existing flows.
Remote user testing guided decisions around placement, hierarchy, and language. The focus was on reducing uncertainty by making balance information easy to find and easy to understand. Testing helped validate terminology, confirm expectations around payment timing, and ensure the feature felt reassuring rather than complex.
I refined the design through iterations on hierarchy, spacing, and copy to make balance information feel calm and trustworthy. Accessibility considerations such as contrast and readability were applied throughout, with reviews alongside product and engineering to resolve edge cases like pending charges and delayed updates.
Introducing Account Balance changed how users experienced the app by replacing uncertainty with transparency. Following this and other improvements, the app rating increased from 2.0 to 4.7. The project reinforced that in financial experiences, clarity and expectation setting matter more than feature depth.