Debt Payment Humanized

From Friction to Flow: end-to-end redesign of Israel's national fine and debt payment service- reducing stress, penalties and support load.

G2C

PAYMENTS

SERVICE

UX STRATEGY

MOBILE

WEB

CLIENT

E&C Authority

Role

Senior Design Manager

TEAM

Service Design | UX/UI | UXR

TEAM

Service Design | UX/UI | UXR

Overview
Overview
I led my team in the redesign of the entire government debt payment service - strategically and experientially. The aim was to reduce friction, build trust, and support independent, successful payment.
I led my team in the redesign of the entire government debt payment service - strategically and experientially. The aim was to reduce friction, build trust, and support independent, successful payment.
The Challenge

Broken flows, unpaid debts.

Despite high digital usage, users struggled to complete payments due to a disjointed experience, unclear language, and broken transitions between physical and digital touch points. Debtors missed critical info and updates or gave up mid-process because of bugs or misunderstood terminology. This lead to frustration, late fees and a spike in support calls to the Law Enforcement and Collection System Authority of Israel .

Despite high digital usage, users struggled to complete payments due to a disjointed experience, unclear language, and broken transitions between physical and digital touch points. Debtors missed critical info and updates or gave up mid-process because of bugs or misunderstood terminology. This lead to frustration, late fees and a spike in support calls to the Law Enforcement and Collection System Authority of Israel .

Key Process Highlights

Behind the bureaucracy.

To understand the reason why the flow was so broken we mapped the full existing service blueprint of the payment journey across physical, digital, and operational layers. We ran a UX Audit review on existing system and additional digital assets managed by the E&C Authority. By mapping the experience from the org POV as well as the UX, we identified gaps, dead ends, inconsistencies, and usability blockers across the different platforms.

To understand the reason why the flow was so broken we mapped the full existing service blueprint of the payment journey across physical, digital, and operational layers. We ran a UX Audit review on existing system and additional digital assets managed by the E&C Authority. By mapping the experience from the org POV as well as the UX, we identified gaps, dead ends, inconsistencies, and usability blockers across the different platforms.

Key Process Highlights

Debt payment creates anxiety.

By conducting interviews with debtors (past and current), we uncovered behavioral patterns, emotional barriers, pain points, and workarounds. We defined three core personas representing common denominators and different motivations, anxieties, and usage habits and mapped their existing payment journey. We later used these personas and their challenges and needs to inform our design decisions.

By conducting interviews with debtors (past and current), we uncovered behavioral patterns, emotional barriers, pain points, and workarounds. We defined three core personas representing common denominators and different motivations, anxieties, and usage habits and mapped their existing payment journey. We later used these personas and their challenges and needs to inform our design decisions.

Design Solution
Design Solution
The entire experience was rebuilt for clarity, simplicity and user confidence. With most users on mobile, we applied a mobile-first approach and created consistent UX patterns across all touch points- digital, printed and SMS. The interface followed the Gov design system for scalability with language and interactions designed to guide, not overwhelm. We developed and tested flows and wireframes, iterating based on debtors feedback.
The entire experience was rebuilt for clarity, simplicity and user confidence. With most users on mobile, we applied a mobile-first approach and created consistent UX patterns across all touch points- digital, printed and SMS. The interface followed the Gov design system for scalability with language and interactions designed to guide, not overwhelm. We developed and tested flows and wireframes, iterating based on debtors feedback.
The Outcome

Removing unnecessary steps.

We developed a complete service model combining user value with operational efficiency, to accompany the digital experience. The service model consisted of org initiatives and a dev roadmap. Stakeholders were aligned around a unified service vision, anchored in real user needs and organizational priorities.

The new payment journey minimized users' cognitive load by removing unnecessary steps, integrating different platforms, introducing system feedback and replacing legal-heavy language with human, accessible wording.

We developed a complete service model combining user value with operational efficiency, to accompany the digital experience. The service model consisted of org initiatives and a dev roadmap. Stakeholders were aligned around a unified service vision, anchored in real user needs and organizational priorities.

The new payment journey minimized users' cognitive load by removing unnecessary steps, integrating different platforms, introducing system feedback and replacing legal-heavy language with human, accessible wording.

Reduced the digital payment journey by 8 key steps

Faster average time to complete payment tasks

25% drop in call center inquiries related to payment confusion post pilot

Significant increase in self-service payment completion, especially among less tech-savvy users

Improved user trust and understanding through consistent language and guidance