Overview

The Volkswagen and Audi Vehicle Owner Portals serve as the central hub for customers to manage their vehicle financing, payments, and account details. Over the past four years, we have continuously improved the security, usability, and functionality of these portals, ensuring a frictionless financial experience for millions of users.

By streamlining payment interactions and improving navigation, we've been able to support over 10M logins in 2024 and facilitate 72% of all customer payments through the portals.

Problems

• Customers couldn’t modify their payment method during the payment flow, such as adding, editing, or deleting accounts.
• Users found it difficult to locate important links such as FAQs, the Message Center, and Documents & Statements.
• Customers lacked flexibility in managing their payments.
• Payments were only available through the web channel.

Goals

• Allow users to modify payment methods within the payment flow. (Figure 1)
• Enhance navigation and visibility of key resources and links. (Figures 2A, 2B, 2C)
• Expand payment management options. (Figures 3A, 3B)
• Enable in-app payments within the myAudi mobile app. (Figure 4)

---

Figure 1: Updated payment flow, now including the ability to modify payment methods.

Figure 2A: Portal homepage wireframes, including before (left) and after (right) views.

Figure 2B: A/B testing labels and links on the portal homepage.

Figure 2C: Final homepage design featuring a two-column layout, delineated sections, and updated navigation.

Figure 3A: First-click test results indicating two primary locations where users expect to find the option to update their payment due dates—59% selected "Account Settings," while 41% looked near the payment details (stats adjusted for misclicks).

Figure 3B: Final designs with payment due date change links in both locations, making it easy for users to find on the homepage and in account settings.

Figure 4: Payment integration in the myAudi mobile app.

Additional Projects