Timeline
Role
Platform
Hybrid App
Web Service
Tool
Problem Discovery
Influencers want to receive payment in the same month they complete a campaign.
Influencers want to receive payment in the same month they complete their campaigns, but many fail to recognize the required settlement procedures within the app. In fact, only 40% of influencers independently completed the settlement process during the campaign period. As a result, the proportion of influencers who received payment within the same month fell below 50%. This low completion rate not only caused payment delays but also led to additional follow-up tasks for internal marketers, increasing unnecessary communication efforts.
“How might we enable users to complete the final step of payment requests on their own, ensuring they receive timely payments?”
Key drivers
Encouraging self-initiated actions at each campaign stage
Influencers typically use an average of 3 marketing apps, making it difficult for them to remember the tasks required at each campaign stage. To address this, we focused on helping influencers independently recognize and complete each stage. My design focused on ensuring a smooth progression all the way to the final step—payment request—by concentrating on the key areas outlined below.
Visual Action Reminders
The home screen displays personalized campaign action cards based on each campaign's current stage, giving users immediate visibility of tasks to complete and helping improve campaign stage completion rates.
Campaign Draft Management
Separated the campaign draft upload feature from the campaign board, allowing file uploads and feedback to occur independently. This enables users to clearly recognize each stage and complete tasks more efficiently.
Clarified Payment Status
Providing users with payment status and relevant information to help them complete the necessary steps for timely payment settlements. This feature simplifies the payment process and ensures timely transactions.
As a result of analyzing quantitative campaign data, I examined how proactively users took actions at each stage without contact from marketers. Based on the average figures from Q1 of 2023, we identified the points where users were most likely to drop off before moving to the next stage of the campaign process.
“Users drop off sharply after uploading the posting draft and moving on to the "review feedback" stage.”
User completion rate by stage in Q1 2023
As user engagement and the number of campaigns increased, more users began managing multiple campaigns. As a result, there were more campaigns at different stages, and it became clear that encouraging users to take proactive actions and complete campaigns at each stage was essential.
The percentage of users managing two or more campaigns per month
Balancing User needs with Business goals
Enhancing user awareness for streamlined campaign completion
Through data analysis and user interviews, we identified several opportunity areas to complete the payment process. However, the goal of the second update was to focus on improving and refining existing features rather than adding completely new ones. We concentrated on providing "effective reminders" to ensure users clearly understand and follow each step of the campaign process, as well as bringing the external paperwork for payment into the app.
User Goal
Complete campaigns within the deadline and receive payment within the same month.
Minimize the time spent on identifying the actions required for each campaign.
Business Goal
Launch the second update by the start of Q1 2024.
Increase the campaign completion rate from 40% to 80%.
Reduce the rate of deferred payment requests to below 10%.
We brainstormed ideas broadly to enhance effective reminders and payment features. After grouping similar ideas, we identified three key focus areas and prioritized them accordingly.
Approaching a Solution
Through user interviews and key findings, we recognized that simple notifications alone are not sufficient to effectively drive user actions. As a result, we concluded that clear and intuitive reminders are needed to convey the user’s current status and guide them on the next required actions (e.g., URL submission approved, invoice submission required for settlement).
Additionally, we understood that providing customized screens and reminders based on the user’s settlement request status (freelancer or business owner) is the ideal solution to ensure that all steps leading to the final stage of payment settlement are completed without any omissions.
Progressive action alerts
Provide users with a visible representation of their progress at each stage to maintain a smooth workflow and motivation. This helps users avoid missing important actions.
Separation of draft upload
By separating the post upload area from campaign board, users can clearly identify it, and by allowing feedback to be viewed within that area, a clearer workflow is provided.
Settlement integration
Integrate external work into the app to manage the settlement process entirely within the app, which improves user convenience and simplifies the steps toward payment completion.
Feature Prioritization
Considering our limited resources, we prioritized features based on their impact and ease of implementation. Instead of adding many new features, we focused on empowering users to take action independently using the existing tools and information.
System Architecture
Designing the user flow with a focus on minimizing steps
while considering the user's payment status.
In particular, we redesigned the UX to address the stage with the lowest user engagement—review feedback. Additionally, recognizing that users can change their settlement status at any time, we systematically mapped out key path scenarios to ensure smooth navigation through the settlement request process tailored to their current status.
We divided the essential actions users must complete to finalize settlements into 8 steps and configured the home screen to display the relevant step based on the ongoing campaign. This approach allows users to clearly identify the tasks they need to complete at a glance on the home screen, enabling them to efficiently track their progress.
The action card is displayed on the home screen based on the user's settlement registration status, and the settlement page shows the corresponding screen based on the current status.
We brainstormed various types of action reminders and decided to place them on the home screen for better visibility. The reminder cards were categorized into two main types: informational and action-oriented, with information being broken down into four stages within each card.
Boosting Campaign Relevance and Efficiency with Category Precision and Direct Communication
Key driver 1: Visual action reminders
The action cards placed on the home screen and My Page are dynamically displayed according to the user's campaign progress, helping them intuitively complete tasks.
Each card and notification is linked to the relevant page, allowing users to immediately perform the required actions.
Key driver 2 : Campaign draft management
The independent draft upload tab, separated from the campaign board, simplifies the file upload and feedback review process.
When marketers leave feedback, users can easily view it through action cards and quickly re-upload the revised files.
Key Driver 3 : Clarified Payment Status
Clicking the action card displayed on the home screen, customized to the user's payment status, directly links to the relevant payment page.
Users can modify their payment status at any time. When the status changes, the screen and action cards automatically update, guiding users to complete their payment requests on time.
For business owners, tax invoices and business registration certificates can be uploaded directly within the app, helping them stay on track with critical steps in the payment process.
Visual Action Reminders
Home
Draft Submit
Feedback Review
Settlement Request
Tax Invoice Upload
We realized that expecting users to naturally take action at the right time was just the provider's wish. Since users do not only use our platform, it became clear that we need to remind them to return to our platform and take action. Additionally, we learned an important lesson that increasing campaign completion rates doesn't always require the development of new features; timely reminders (recalls) are often key.
