Overdue Dashboard
Optimizing overdue experience to improve collection amount
App Design
3 Months
The Challenge
When we started redesigning OneCard App 2.0, we saw an opportunity to reimagine the experience for overdue users — people who missed payments and often felt lost inside the app.
The goal was simple:
👉 Help users understand their situation clearly
👉 Offer empathetic ways to recover
👉 Reinforce OneCard’s mission of user-first, mobile-first credit experience
Turning overdue stress into clarity and control.
Understanding Users
To get ground-level insights, we collaborated with our Customer Support team and spoke directly with overdue users.
We wanted to know what they felt, not just what they did.
Key insights:
Empathy in Action
Meet Venkatesh, a OneCard user who missed a payment.
He opens the app hoping to fix things — instead, he’s met with confusion.
No clear message about overdue impact.
No timeline or next steps.
Hidden repayment options.
No reassurance or guidance.
That’s where we decided to step in —
the dashboard shouldn’t just alert the user; it should guide them out.
Key Problems
No dedicated overdue experience
Unclear communication and missing transparency
Scattered repayment options
Lack of visible support actions
Critical and legal updates buried deep
No educational or preventive guidance
Design Principles
We used a mix of UX psychology and behavioral design principles to rebuild the experience:
The Redesign
🕒 Timeline View
A visual timeline explaining upcoming events — missed payments, credit impact, and agent visits.
Helps users anticipate, not panic.
💰 Ways to Repay
Top-priority section featuring repayment options:
Convert to EMI
Pay partial dues
Settle your account
Pay less than MAD
Foreclose in parts
Settle in Parts
Ease the Load
Supportive actions like:
Promise to Pay — pick a date
Schedule a Call / Chat — reach help fast
Redeem Points — ease repayment
⚠️ Critical Actions
KYC expiry, legal notices, and other must-do tasks grouped together for easy discovery.
📚 Learn More
Educational blogs and FAQs help users understand what caused overdue and how to avoid it.
🎯 Personalized Offers
Curated offers motivating users to clear dues and unlock their card again.
Impact
For Users
✅ Clear understanding of status
✅ Reduced anxiety and confusion
✅ Higher motivation to act
For Business
📊 Better repayment conversion
📊 Fewer support queries
📊 Improved retention through empathy
Reflection
Redesigning the overdue dashboard reminded us that the toughest moments deserve the most empathy.
This wasn’t just a visual revamp — it was about guiding users with care, clarity, and confidence.
“Empathy in design isn’t about avoiding problems — it’s about guiding users through them.”