Billing Portal Redesign

Users could finally pay their invoices from any device — which meant instead of hundreds of support calls a month, the team could focus on work that actually needed them.

Role Product Designer Company ISN Shipped

Stack

Figma

Stakeholder interviews

Prototyping

Problem

The existing billing portal was desktop-only and generating hundreds of support calls a month. Users couldn't pay invoices on mobile, couldn't distinguish between account types at login, and found the navigation confusing.

Intervention

Redesigned the portal mobile-first. Clarified login differentiation between account types, streamlined the payment flow, and redesigned invoice status states to be immediately scannable on any device.

Outcome

Support call volume dropped immediately after launch. Users could pay from any device without friction. The redesign addressed the root cause — not just the surface symptoms.

Impact

Immediate

Drop in billing support calls after launch

Month one

Measurable reduction in payment friction reported

Any device

Mobile invoice payment fully supported for the first time

Design artifacts are protected

Screenshots and design files for this project are kept confidential out of respect for the client. If you'd like to review them as part of a hiring or collaboration conversation, reach out directly.

01 / Research

Research

Reviewed support tickets and interviewed billing team members to categorize the top call drivers. Mobile payment failure and login confusion accounted for the majority. That became the scope.

02 / Define

Define

Defined three core flows: invoice viewing, payment, and account login. Mobile-first meant designing the constrained case first and expanding up — not the other way around.

03 / Constraint

Constraint

The payment backend couldn't be changed in this release. The design had to create a visually consistent experience over a system that was still technically fragmented underneath.

"Visual consistency over system integration"

04 / Ship & Watch

Ship & Watch

Launched and tracked support call volume against the pre-launch baseline. Drop was visible within the first month. Continued iterating on invoice status states based on user feedback.