yo, venmo
hit me up.
CX Challenge
Rethinking Venmo Payment Reminders
Enhancing Venmo’s reminder feature to ensure timely payments with automated scheduling.
A friend and I were venting the other day about a mutual connection that is historically bad at completing Venmo requests. It’s not like they’re not good for it; we’re not hounding someone for 80 bucks when they’ve only got $10 to their name. It’s like we all go in on a birthday gift for a friend and agree to split it four ways. Everyone else pays within a few days, but despite the original request and the single follow-up reminder Venmo offers, it sits unpaid in Venmo for weeks. Awkward, right? What should you do?
Text her a reminder?
Call her, even though we’re totally not a phone-call generation?
Ask her for the money in front of everyone the next time we’re out?
Hire that guy from Intervention and ask her family to write gut-wrenching letters?
Send a glitter bomb with the note reminding her what she owes?
Quit the friendship altogether?
Hire a detective and corner her at the grocery, demanding she pay up before spending money on that rotisserie chicken?
Sell all your belongings and move to the woods because you can’t handle the stress of this passive aggressive situation?
Calm down. I’ve come up with a solution.
Check out the video above, walking through the journey mapping experience and redesign. You can also read the full case study of my proposed solution over on Medium.
Ironically, the conversation between my friend and I that sparked this idea happened on May 24, 2024. Venmo shared this video on June 3, and this was theSkimm’s daily newsletter on June 15 with the subject line, “Friends Who ‘Forget’ to Venmo You 💰.” Scroll down to the Ask an Expert section.
I think I’m on to something…