Compam
Texans Credit Union
Role
Lead UX Designer
Timeline
Phased
Scope
Web & Mobile
Turning four scattered payment links into one secure, self serve experience, and a reusable pattern the whole team could build on.
Reframing The Brief
When a loan payment goes overdue, Call Center and Collections agents have to reach out and walk each member through paying. The problem was never the member's willingness. It was that the backend they were guided through was a maze.
I led the redesign of a centralized loan payment platform: a secure link delivered by text that lets members make a one time payment, set reminders, or skip a payment on their own, without an agent narrating every step.
The stated issue was that payments took too long to process. When I mapped the agent workflow, the real problem surfaced: there were four separate payment methods, each with its own link and its own set of instructions.
New staffs had to hunt down the right link, paste it into an email, or verbally explain where to find each option. The cost compounded in three directions at once, longer onboarding, longer calls, and inconsistent communication with members.
So I reframed the brief from "speed up the payment" to "collapse four fragmented paths into one." The fix was not a faster form. It was a single, self serve platform that removed the agent from the critical path entirely.
Research and exploration
I studied how different financial products shape distinctly different payment experiences, comparing models like Bank of America and Venmo, not as "good versus bad," but as fundamentally different experience philosophies, one built on institutional trust, the other on speed and simplicity.
That framing gave me the target: the security posture of a bank, delivered with the ease of a consumer app.
To move fast, I used Figma AI to run three parallel rounds of brainstorming, expanding the solution space before narrowing it. This let me compare directions across three constraints at once, agent workflow, system limitations, and member needs, and spot the patterns worth building on before committing.
One Time Payment
Make a quick payment without logging into Digital Banking. It's fast and easy!
Skip-a-Pay
Need a little breathing room? With Skip-a-Pay, you can skip one monthly loan payment, no credit impact.
PAYMENT REMINDER COMPLETE!
texanscu.org/loanpayment
Next
Enter Your Last 4 SSN
Let's start verifying your identity.
Hello, First Name!
Contact Team Texans
Frist Name, Take a Break from Your Payment
Set up Skip-a-Pay
Need a little breathing room? With Skip-a-Pay, you can skip one monthly loan payment—no fees, no credit impact. Just submit your application below and enjoy a little extra flexibility when you need it most.
Only qualifying loans is listed
Select a Qualifying Loan Account
Select a Deposit Account for $35 Service Fee
$35 service fee for skip-a-pay
Next Payment Due
$ 1,234.30
The payment amount is the full payment amount shown on the monthly statement.
Current Due Date
11/22/2025
Next Due Date
12/22/2025
Key decisions
One platform, not 4 links. Every payment path, one time payment, skip a pay, and reminders, was consolidated into a single landing page reached through one secure text link. The member's entry point never changes; only what they choose to do next does.
Self serve over agent guided. Delivery by text moves the member into a flow they complete themselves. The agent's job shifts from narrating steps to simply sending a link, which is what shortens both the call and the new hire's learning curve.
Security as the entry point. Because this is a payment on a delinquent loan, trust has to be established before anything else. I front loaded identity verification, DOB, one time code, phone confirmation, so the experience opens with legitimacy rather than a cold request for money.
Digital Banking
Login to Digital Banking to manage your loans and make payments with ease. Stay informed about your financial status anytime, anywhere.
One Time Payment
Make a quick payment without logging into Digital Banking. It's fast and easy!
Skip-a-Pay
Need a little breathing room? With Skip-a-Pay, you can skip one monthly loan payment, no credit impact.
Payment Reminder
With Payment Reminder, you can schedule a notification reminding you when your monthly payment is due.
Designing a reusable pattern
The most strategic decision on this project reached beyond it. Rather than build a one off verification flow, I standardized the member identity verification workflow as a shared UX pattern other projects could adopt.
That single move paid off in three ways: consistency across projects, faster iteration for the next team that needed verification, and reinforced member trust at the exact touchpoints where hesitation is highest. A verification step designed once, and reused everywhere, is worth more than a flow that only serves this platform.
Outcome
The redesign turned a fragmented, agent dependent task into a guided experience members complete on their own.
For members: one secure link, one clear path, and the ability to pay, skip, or set a reminder without waiting on a call.
For agents: four links collapsed into one, cutting call duration and shortening the onboarding curve for new hires.
For the organization: a reusable identity verification pattern that now strengthens consistency and trust across the wider product suite.
Reflection
Personal LOC ID *******789-0002
Loan Balance
$5,000
Payment Due
$150.76
Payment Due Date
04/14/2025
Auto Loan ID *******789-0002
Loan Balance
$89,000
Payment Due
$1,000.76
Payment Due Date
04/06/2025
Not qualify skip a pay or payment reminder
Past due x day(s)
Contact Team Texans
texanscu.org
FIRST NAME'S LOAN RECENT ACTIVITY
Pay The Easy Way
Digital Banking
Login to Digital Banking to manage your loans and make payments with ease. Stay informed about your financial status anytime, anywhere.
One Time Payment
Make a quick payment without logging into Digital Banking. It's fast and easy!
Skip-a-Pay
Need a little breathing room? With Skip-a-Pay, you can skip one monthly loan payment, no credit impact.
Payment Reminder
With Payment Reminder, you can schedule a notification reminding you when your monthly payment is due.
Locations
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Privacy & Disclosures
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Rate
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Contact Us
Contact Team Texans
By requesting a payment reminder, you consent to receiving an alert via text or call about an upcoming loan payment. Message and data rates may apply.
Next
Back
texanscu.org
FIRST NAME, SET UP YOUR PAYMENT REMINDER
Set up Payment reminder
Only qualifying loans is listed
Select a Qualifying Loan Account
15th of the month (due date) Select a date within the next 14 days.
Select a date within the next 14 days
Select Payment Reminder Date
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Today
Max Date
Mon
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May 2025
With Payment Reminder, you can schedule a notification reminding you when your monthly payment is due.
Contact Team Texans
Frist Name, Flex Your Payment Date
Set up PAYMENT REMINDER
Select loan account
Select Loan Account
Promise Payment Amount
$ 1,234.30
The payment amount is the full payment amount shown on the monthly statement.
15th of the month (due date) Select a date within the next 14 days.
Select a date within the next 14 days
Promise Payment Date
With Promise Pay, you’re in control, giving you the flexibility to pay later—just set a date and stay FEE-FREE.
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texanscu.org
You will receive a payment reminder message
on June 21, 2025.
PAYMENT REMINDER COMPLETE!
CLOSE
The most valuable work here was not the payment screen. It was seeing that a "slow payment" complaint was really a fragmentation problem, and that the verification step was an opportunity to build something reusable rather than disposable.
If I extended this, I would close the loop with real usage data on the skip a pay path. It carries the most financial nuance for the member, and it is the flow where clarity matters most, so it deserves validation beyond internal review.
More works
