Challenge
PNC wanted to help customers get a clearer picture of recurring expenses, but the existing experience was hard to find, mostly informational, and did little to help people take action.
Making recurring spending easier to see, understand, and manage
Subscriptions are easy to lose track of until the charge appears. Customers needed a clearer way to see what they were paying for, understand what was coming next, and take action when something no longer worked for them.
See it. Manage it. Cancel it.
My Contribution
I lead the experience from an open brief to three focused, tested journeys: view, manage, and cancel subscriptions, turning a broad product idea into a clear MVP ready to move toward build.
Impact
The final direction defined and tested the MVP, giving the bank clear user evidence and a practical path toward build and investment.
The experience needed to feel simple
Customers wanted the important things to be obvious without having to read too much or search for answers.
See what
matters
Upcoming payments, subscription costs and status should be understandable at a glance.
Make actions
feel clear
Changing a card or canceling a service
should leave little room for interpretation.
Feel confident
moving forward
Clear visual cues and confirmations help customers know the experience is working as expected.
Turning customers needs
into the experience
View Subscriptions
Know what is
coming before it
hits the account
Customers could see upcoming payments, spending history, price changes, and subscription status in one place.
The goal was simple: make recurring expenses easier to understand at a glance.
Manage Subscriptions
Change how you pay
and know it worked
Customers could update how they paid for a subscription
without leaving the bank experience. Clearer actions and stronger confirmations
made it obvious when a change was happening and when it was complete.
Cancel Subscriptions
Make cancellation
easier to find and
easier to understand
Customers could start a cancellation directly from the subscription details. Clear
next steps and confirmation
helped remove uncertainty around what would
happen next.
More control, without more work
The experience gave customers one place to understand recurring spending and take action when something changed.
It also gave the bank a tested direction for where subscription management could go next.
