22% of customer called support, not because the bill was wrong but because it felt wrong
The customer didn't mistrust the system. They simply couldn't understand billing.
Show a image with left side customer not understanding the bill and right side the system generated the correct bill
We started by understanding what was driving the 22% billing
Before solving anything, we needed to understand the real reason behind the spike
Activation fee
A one-time charge customer didn't expect
Proration charges
Partial billing cycles that felt missing
Cramming
Charges customers didn't recognize
The bill wasn't incorrect, it felt unfamiliar
The Problem
This is what customers saw when they opened their bill.
Activation Fee
Customers expected the fee to be removed or were unaware it would appear.
Math created confusion
Partial charges were hard to notice inside long, detailed bills.
Unknown charges broke trust instantly
Customers believed services were added without their knowledge despite consent being recorded.
Our Focus area
Designing for Business and Customer Outcomes
Proactively reducing CVO occurrences
Preventing revenue loss from reactive credits and discounts
Creating transparency to strengthen customer understanding and trust
Eliminating Billing Surprises
To address these gaps, we focused on making billing understandable before customers ever received their first bill.
Improved Cart Visibility
Clearly surfaced items added to the cart for better review before checkout.
Differentiated First vs. Upcoming Bills
Clarified one-time charges versus recurring monthly costs.
Highlighted Activation Fee
Made first-bill charges more prominent to prevent surprises.
Next Bill Summary Enhancements
Aligned agent and customer views to create a shared understanding of billing
Clear First vs. Next Bill Categorization
Organized items and charges separately while highlighting activation and proration occurrences with explanations.
No manual math
Removed the need for agents and customers to mentally calculate totals.
Simple billing cycles
Made billing timelines easier to understand at a glance.
Separated Account-Wide Charges & Credits
Clearly distinguished shared account adjustments from line-level charges.
Impact
These changes transformed billing from a moment of doubt into a moment of confirmation.
↓ CVO Calls
Reduced customer verification/order-related support calls by X%
↑ NPS Score
Improved customer satisfaction by X pts
↓ Revenue Loss
Reduced dependency on support-driven credits and discount “band-aid” resolutions by X%
↑ Clarity, Trust & Loyalty
Created transparent billing experiences that strengthened long-term customer confidence
If exact numbers are confidential,
Significant reduction in CVO calls
Measurable NPS improvement
Reduced reliance on reactive credits
Project credits
Role: Senior Product Designer
Scope: Order Review & Next Bill Experience
Team: Product, Design, Engineering, Business Stakeholders
Timeline: Month YYYY – Month YYYY
Because sometimes the best design outcome isn’t fewer screens — it’s fewer doubts.
If you’ve made it this far, thank you for your time and curiosity :)
Twinkle Budhraja © 2026
Always learning. Always designing.
Home
Work
About me
Resume
Linked in
Contact
22% of customer called support, not because the bill was wrong but because it felt wrong
The customer didn't mistrust the system. They simply couldn't understand billing.
Show a image with left side customer not understanding the bill and right side the system generated the correct bill
We started by understanding what was driving the 22% billing
Before solving anything, we needed to understand the real reason behind the spike
Activation fee
A one-time charge customer didn't expect
Proration charges
Partial billing cycles that felt missing
Cramming
Charges customers didn't recognize
The bill wasn't incorrect, it felt unfamiliar
The Problem
This is what customers saw when they opened their bill.
Activation Fee
Customers expected the fee to be removed or were unaware it would appear.
Math created confusion
Partial charges were hard to notice inside long, detailed bills.
Unknown charges broke trust instantly
Customers believed services were added without their knowledge despite consent being recorded.
Our Focus area
Designing for Business and Customer Outcomes
Proactively reducing CVO occurrences
Preventing revenue loss from reactive credits and discounts
Creating transparency to strengthen customer understanding and trust
Eliminating Billing Surprises
To address these gaps, we focused on making billing understandable before customers ever received their first bill.
Improved Cart Visibility
Clearly surfaced items added to the cart for better review before checkout.
Differentiated First vs. Upcoming Bills
Clarified one-time charges versus recurring monthly costs.
Highlighted Activation Fee
Made first-bill charges more prominent to prevent surprises.
Next Bill Summary Enhancements
Aligned agent and customer views to create a shared understanding of billing
Clear First vs. Next Bill Categorization
Organized items and charges separately while highlighting activation and proration occurrences with explanations.
No manual math
Removed the need for agents and customers to mentally calculate totals.
Simple billing cycles
Made billing timelines easier to understand at a glance.
Separated Account-Wide Charges & Credits
Clearly distinguished shared account adjustments from line-level charges.
Impact
These changes transformed billing from a moment of doubt into a moment of confirmation.
↓ CVO Calls
Reduced customer verification/order-related support calls by X%
↑ NPS Score
Improved customer satisfaction by X pts
↓ Revenue Loss
Reduced dependency on support-driven credits and discount “band-aid” resolutions by X%
↑ Clarity, Trust & Loyalty
Created transparent billing experiences that strengthened long-term customer confidence
If exact numbers are confidential,
Significant reduction in CVO calls
Measurable NPS improvement
Reduced reliance on reactive credits
Project credits
Role: Senior Product Designer
Scope: Order Review & Next Bill Experience
Team: Product, Design, Engineering, Business Stakeholders
Timeline: Month YYYY – Month YYYY
Because sometimes the best design outcome isn’t fewer screens — it’s fewer doubts.
If you’ve made it this far, thank you for your time and curiosity :)
Twinkle Budhraja © 2026
Always learning. Always designing.
Home
Work
About me
Resume
Linked in
Contact