In the design phase, for example, we revised letters, payment options, and reward and punishment times in the reminder process. At each step, we addressed the questions: How can Swisscom effectively motivate payment? With sanctions (stick) or incentives (carrots) or both? How do we not only motivate the customers, but also take into account their possibilities and the right time?
We started, for example, with perceived simplicity, perceived autonomy, social status, and fear of losing something. The result of the design phase consisted of a new dunning process, visualized by several high-fidelity prototypes. To test the impact of these, we conducted usability tests and optimized the dunning process based on the findings.