Product Overview

Wisely is a suite of personalized payment solutions designed to give consumers faster and more flexible choices for how they access their pay and other sources of income. In addition, Wisely helps to advance electronic payments for everyday purchases and broaden financial inclusion with management tools and insight that enables individuals to enjoy great financial control and confidence in today’s fast-paced digital world. Users are able to manage their account through the myWisely app on mobile and desktop.

Wisely is split into two products:

Wisely direct

A reloadable account that enables cardholders to cost-effectively experience some of the financial advantages and personal convenience of owning a traditional bank account, without one. It gives them a place to directly deposit their pay from multiple sources, get fast access to income, shop and pay bills, budget and save, plus more. The program is not employer-sponsored and is exclusively offered by ADP directly to consumers.

wisely pay

An employer-sponsored reloadable account that provides a convenient way for employees to be paid. Instead of a traditional bank account, pay is deposited into the paycard account. Employees can then store or spend their money using their paycard. Employees can also upgrade their accounts to allow them to keep the card and use no matter where they work in the U.S.

- Wisely Early Direct Deposit Touchpoints -

Wisely had a competitive disadvantage against major competitors, such as Chime, due to the lack of offerings to cardholders. Early availability of direct deposit is one of the most sought after benefits by cardholders. The Wisely team saw an opportunity to drastically increase enrollments for our Wisely Direct program by offering cardholders early direct deposit as a benefit of receiving their direct deposit on a Wisely Direct card. Wisely Pay program will also benefit by increasing card life for existing users, new enrollments, and portability percentage. ADP Clients view early availability of direct deposit as a benefit they can offer their employees. Clients can also leverage this offering to convert checked employees to receive their pay electronically on a Wisely card.

How did we decide this is the right problem to solve?

Early availability of direct deposit is needed to have parity with our major competitors
It will grow enrollments and increase average life of card on all programs
We discussed this feature with a few ADP clients, who viewed this as a benefit to their employees and a way to increase adoption of electronic payments over paper checks

Examples of Wisely Early Direct Deposit touchpoints

- Examples of Wisely EDD touchpoints -

One of the ways we wanted to raise awareness about the availability of early direct deposit (EDD) was to identify high traffic areas within the myADP desktop & mobile apps and find opportunities within those touchpoints for in-flow contextual Wisely messaging while avoiding conventional approaches like banners and advertising language. Promotional messaging for Wisely already existed within these apps, however many users felt the messaging was too prominent and obscured necessary app functionality.

I worked with product and marketing to identify six touchpoints we could use to drive employee awareness about EDD. While keeping in mind the user feedback we had already received, I collaborated with both teams to finalize designs and verbiage for an integrated marketing approach. We also updated the card activation flow so that users could opt into early direct deposit and gain access to their account without having to wait for their card to come in the mail.

- Wisely Pay Self Upgrade & Identity Verification -

As part of the Wisely team's initiative to increase enrollments and extend card life among Wisely cardholders, I worked with product and development to implement a self upgrade feature for Wisely Pay users. This feature would allow Wisely Pay users with a limited account status to upgrade to a portable account, allowing them to keep the card and use no matter where they work in the U.S.

Limited Account: employer-sponsored account that does not allow the employee to continue to use their card after they leave their employer

In addition to the self upgrade feature, I needed to scope out the requirements for a new identity verification process utilizing IDology's Scan Verify solution. Currently, Wisely Pay cardholders call in to upgrade their accounts. The success rates for the ID verification process over the phone are:

Auto pass: 85%
Soft fail: 14%
Hard fail: 1%

Scan Verify is expected to improve success rates by converting a large portion of soft fails to pass.

- Wisely Pay upgrade flow with scan verify -

When Wisely Pay users opt to upgrade their account, we need to ensure that the account has not been compromised. Users are asked to confirm their contact information, which is then run through IDology to confirm their identity. If the initial check does not pass, then the user needs to complete the ID verification flow. Using IDology's Scan Verify product, the ID verification process is split into three main functions - capture a user's form of identification & selfie, verify the user's identity, and approve/reject the account upgrade based on results.

- Wisely Pay self upgrade & identity verification mobile mockups -

- Wisely Pay self upgrade & identity verification desktop mockups -

Due to road map constraints, I had only one month to finalize requirements with business and product, mock up the mobile and desktop experiences, and hand off assets to the development team.

While gathering requirements, I identified a technical constraint with the Scan Verify solution that would greatly affect the desktop experience. The ID verification process has to be completed on a mobile device, so I had to ensure users could move seamlessly from the desktop app to the mobile app to avoid user drop-offs. By allowing users to choose how they want to receive the ID verification link and updating verbiage within the mobile home page, users are kept informed of their progress and given flexibility when migrating to a mobile device. While going through the ID verification process in the mobile app, I wanted to keep it simple and straightforward so that users have a clear understanding of what tasks they need to complete. Additionally, I identified an EDD touchpoint opportunity on the success confirmation screen and included a section where users could opt into early direct deposit.

- Wisely Direct self enrollment desktop mockups -

After the ID verification experience was finalized for Wisely Pay self upgrade, I updated the Wisely Direct self enrollment flows to match the desktop and mobile experiences.