22% of customer called support, not because the bill was wrong but because it felt wrong

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.

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

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

We started by understanding what was driving the 22% billing

Before solving anything, we needed to understand the real reason behind the spike

Before solving anything, we needed to understand the real reason behind the spike

Activation fee

Activation fee

A one-time charge customer didn't expect

Proration charges

Proration charges

Partial billing cycles that felt missing

Cramming

Cramming

Charges customers didn't recognize

The bill wasn't incorrect, it felt unfamiliar

The Problem

The Problem

This is what customers saw when they opened their bill.

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

Math created confusion

Math created confusion

Partial charges were hard to notice inside long, detailed bills.

Partial charges were hard to notice inside long, detailed bills.

Unknown charges broke trust instantly

Unknown charges broke trust instantly

Unknown charges broke trust instantly

Customers believed services were added without their knowledge despite consent being recorded.

Customers believed services were added without their knowledge despite consent being recorded.

Our Focus area

Our Focus area

Designing for Business and Customer Outcomes

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.

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

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.

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