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The experience pushes users toward support instead of self-service\n Information is currently prioritized to drive users to contact Operations rather than helping them resolve issues independently\n Debtors lack clear guidance and incentives to take action early, leading to missed first payments\n\n2. Lack of transparency creates uncertainty and inaction\n There is little to no information about the consequences of not taking action\n No confirmation is sent when a payment plan is completed or terminated\n Debtors cannot easily request confirmations or documentation\n\n3. Communication is slow, manual, and outdated\n Physical letters are still a primary channel, causing delays (e.g. several days, no weekend handling)\n Reminders require manual assessment, leading to inefficiencies and missed payments\n Follow-ups for broken payment plans are handled inconsistently and can sometimes increase the debtor’s burden rather than help resolve it\n\n4. High operational complexity impacts both UX and development\n Payment plans are heavily influenced by client-specific requirements, which vary across creditors and countries\n There is no unified system to handle these variations, leading to increased code complexity\n The user experience differs depending on the underlying client agreement and case status\n\n5. 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✅ Cultural Shift: Introduced service design thinking into ongoing product development.
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