Billing and payments hub

I was the sole content designer for a billing and payments experience that’s used across a variety of surfaces. The Billing and Payments hub was one of the largest initiatives that our design team worked on. It scaled across many different products and aimed to address the needs of a wide range of users. I had only been working on the design team for three months at this point, but leadership felt that I onboarded very quickly and was prepared to drive the content design for this large project.

Timeline

July 2022 to November 2022

Problem

Advertisers had to visit many different places to manage their billing and payments, which led to:

  • A confusing navigation

  • Less awareness of existing features

  • Inconsistent information about billing

Team structure

  • 1 Content designer (me)

  • 1 Product designer

  • 1 Technical program manager

  • 1 Product manager

  • 6 software engineers

  • 1 Help content strategist

  • 1 UX researcher

  • Legal team

My objectives

  • Help users more easily manage their billing and payment options in one place

  • Clarify complicated and inconsistent billing-related information

  • Make the content experience scalable to other future business areas

The process

User research

I joined during the initial testing phase of the Billing and Payments hub project. My team conducted user research ahead of the launch to identify opportunities for improvement. I worked closely with the UX researcher to review the user research materials. During the user research sessions, I took notes on opportunities that we could address through content design, which included clarifying specific terminology and adding additional information.

Iterations

I worked closely with the engineers, product designers, and product manager to define the most impactful updates ahead of the launch. We reviewed the overall project goals, metrics from the user research, and business needs.

As I updated the content, I worked closely with senior engineers to better understand technical needs and constraints. They provided context on how updates might impact existing content. Since the billing flows scaled to many products, a small content update could impact the content in many other places outside of the Billing and Payments hub. This required me to examine the experience from a systems level to ensure the content was consistent throughout all touch points.

I aimed to explain technical terms and processes in a simpler and human way. For example, users were confused how different types of payment methods worked, so I worked with the product designer to more clearly explain the differences.

Feedback is an extremely important part of my process. I took my work to weekly crit sessions to get feedback from designers across Meta FinTech. I made updates based on other perspectives and ideas.

Launch

We worked with an outside agency to develop a video to give users an overview of the Billing and Payments hub. I worked with the agency to help create the content for the video.

Additionally, I worked closely with a Help content strategist to create a couple of help articles. I provided feedback on what would be most helpful to include based on user needs.

Scaling to other business needs

After we launched the billing and payments hub, I worked on another project that involved expanding the Billing and Payments hub to align with the needs of a non-advertisement product.

Challenges

Complexity

The billing space is very complex, technical, and involves many different use cases. To address this, I quickly learned the relevant context from my team, asked any clarifying questions, and reviewed user data and research. I thrive in complex spaces where problems involve both a focused and high-level approach.

Short timeline

To stay within the launch timeline, I worked through evenings and weekends to deliver many content updates in a short period of time. I assessed what content updates would be most impactful and created a working queue for my projects. All content was brought to crit feedback sessions to ensure it aligned with quality standards.

Results

The Billing and Payments hub was received positively by users. Users expressed that the Billing and Payments hub was a lot easier to navigate than their previous billing experiences.