Mable payments
Speeding up payment timeframes and reducing invoice rejections.
Mable is reimagining aged care and disability support for Australians.
Challenge
Improve the accuracy, speed and transparency of the payments experience for all stakeholders processing claims for NDIS plan-managed clients on Mable.
Objectives
Ensure support workers on Mable set rates that are under the appropriate price limit for the service they provide.
Allocate accurate support items to hours on support worker invoices sent to NDIS plan managers.
Increase the speed of payments for workers.
Reduce the number of invoices rejected by plan managers.
Role
Product Design Lead
Year
2022–23
Team
Product Manager, Engineering Manager, Data Analyst and myself as squad leads, with a team of engineers and QA.
Approach
I joined the Payments squad in 2022 with the benefit of 3 previous designers research and ideation into this problem space to learn from and build on.
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Previous research
This was a well mapped and researched problem space to get up to speed on.Customer interviews
I joined as customer testing was conducted with concepts developed in collaboration with a service designer I was taking over the work from. My first job was to create prototypes to use in the interviews and help facilitate them. -
Customer interviews
We interviewed clients, support workers and plan managers to share our concepts and gather feedback. -
Feedback and recommendations
I recommended a pivot in the experience and design solution based on the customer feedback and mounting complexity in the experience requirements. -
Ideate, prototype, test, repeat
We re-designed how workers entered and edited rates into their Mable service agreements.We added new logic to the rates experience to determine support items.
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Small batch delivery
We deployed incremental changes in staged rollouts to learn and iterate, while managing risk.
Outcomes
Digital brand style guide
Creation of the business case for a digital brand style guide team and leading the definition and publication of foundation styles. This has evolved into an ongoing piece of work.
UI component library in Figma
Defined global design styles, components and patterns, simplifying developer and producer workflow and improving consistency, while adding meaningful use of design variance.
Re-designed page templates
Updated page templates for key business pages including product categories and payments pages. The redesigned CTP payments page resulted in a 9.2% uplift in payment completes.
Pattern efficiencies
Clear patterns and component documentation to utilise content producers for common page patterns, like product pages, while maintaining design consistency.
AA accessibility
All updated designs meet AA accessibility standards in the UI and we work with developers to constantly improve accessibility across the site.
UX/UI continuous improvement
Updated ad-hoc pages and flows across the NRMA website including appointment booking, finding your nearest branch and product segment pages. Often these pages rely on legacy technology and inflexible systems making progress incremental.