How PadSplit Simplified Billing and Gave its Team 350 Hours / Month Back

​Billing is complicated—but it doesn't have to be. At least PadSplit Behavioral Product Manager Shea Fallick and PadSplit VP of Product Mimi Kim thought so.

PadSplit provides a formalized way to sublet and rent a room in a shared apartment, helping to make more housing available for low-income earners. It's an important project, and it's been successful. But as they've expanded, they found that Customer Experience team members were fielding a significant number of billing questions from hosts and renters through their online program, and the volume of questions had become unmanageable. Hoping to reduce customer support costs (and ease the strain on their team), they leveraged behavioral science principles to make the process smoother.

Using new behavioral research from the University of Oregon, in conjunction with the product development cycle, they created new views of their members’ finances for admins and members. The result? They gave their Customer Experience team 350 hours / month back.

​This event is an opportunity for behavioral designers, UX researchers, CX experts, and behavioral scientists interested in the PadSplit model, to learn about how they applied behavioral principles to their work, and ask questions along the way.