Feature - Incorrect info on the form

Overview

This feature aims to improve the customer experience during the payment funnel. This is part of a broader effort to find solutions to simplify the payment process and to avoid recurring mistakes.

One of the hypothesis for potential customer experience friction is the fact that when the user selects the option to add a new credit or debit card, the “Name on Card” field is found prefilled by default. The name that appears is the one that the user had entered when signing up. However, this name may not match with the name on the Card and the user may not notice the mistake. They’ll only notice it when they finish filling the form and the error message is displayed to inform the user about the mismatch.

For example, analyzing the errors details from the paycomet database since BK PT migration, we could measure that the name on the card (Error 115 - “The card issuer could not identify the owner”) leads to 3.8% of error sessions (monthly average). On average, 29.6% of payment sessions has some error. Thus, this error represents 13% of the payment errors (3.8% out of 29.6%). There are only two errors that are higher: 102 - Operation not allowed for the card type: 9.8%; and 1099 - Unexpected error: 3.9 %. So, an improvement in this flow seems to be very relevant to enhance the customer journey.

This solution changes this flow and now the customer must fill their name in order to proceed; the name isn’t pre-filled. This is also a mandatory field.

With this change, we aim to solve this problem of incorrect name on the credit card form. We expect to reduce the errors, improving the customer experience and ultimately payment conversion.

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In this same form, there is a field named "Card Expiration Date" with a string data format, which requires the user to change the keyboard type to input the numeric. We updated this to show only numeric keyboard to help them while filling this information.

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