Dream Payment
Instant payouts for insurers, online platforms and financial institutions
COMPANY
DREAM PAYMENT
TEAM
BRENT HO-YOUNG - CEO, DREAM PAYMENT
ANANT TAILOR - CPO, DREAM PAYMENT
LONG VAN - CIO, DREAM PAYMENT
MATT DILL - GLOBAL HEAD OF STRATEGIC PARTNERSHIPS & FINTECH
CHRIS COLBORN - GLOBAL HEAD OF DESIGN
KEN TANABE - SR. DIRECTOR, DESIGN
WILL TIKI - PRODUCT DESIGN LEAD
ZACH TEMKIN - SR. STAFF DESIGNER (CO-LEAD)
ROLE
I led product design for Dream Payment’s embedded payout white label solution working hand in hand with their CEO, CIO and CPO, as well as Visa’s Global Head of Strategic Digital Partnership & Fintech and our Global Head of Design.
In a span of a month, my team helped reimagine, transform and fundamentally improve how Dream Payment engages with end customers leading to the rapid expansion of the solution from insurance to financial institutions and online marketplaces/ platforms use cases.
PRODUCT DESIGN LEAD
THE PROBLEM
Insurance is a massive industry relying on legacy systems and paper checks to issue customer payouts. DreamPay was helping carriers move to digital payouts, which are faster for claimants and cheaper for carriers. But adoption lagged: even when a digital option was offered, a meaningful share of claimants still chose a check.
THE INSIGHT
To understand why, we ran guerrilla testing and had colleagues dogfood the end-to-end flow. Two constraints kept surfacing. First, people couldn’t tell the options apart: wire or bank transfer, whose debit card, whether a provider would accept PayPal.
When they couldn’t predict what would happen to their money, they chose the one option they fully understood: a check. Second, claimants arriving from the insurer’s app or site had to hunt for where their payout lived, which added time before they saw any money.
The barrier wasn’t access to digital payouts. It was confidence in choosing one.
THE SOLUTION
We rebuilt the payout experience into a modern white-label platform running on Visa instant payment suite (Visa Direct, Virtual Cards, Pay by Bank etc.), and made two major moves:
Make the choice obvious. The old flow named every option after the system behind it (bank account, debit card, wire, PayPal) and laid them out with almost no contrast, so a wire and a bank transfer looked like the same thing at different prices. Apart from PayPal, nothing was instant. We flipped the naming to describe what the customer actually gets: a “new virtual card” or their “existing debit card,” both paid out in minutes. Then we gave the choice a shape. The instant options sit at the top as Recommended, and bank transfer and check sit below as Standard. Someone on this screen wants one thing, to get paid quickly with as little friction as possible, and now the fastest path is the first thing they see.
Make the front door impossible to miss. Instead of hoping claimants found their way through the insurer’s site, a product triggered email now goes out the moment a payout is ready and takes them straight to their payout after authenticating.
THE RESULTS
The new streamlined experience decreased time to value, and increased check conversion to Visa Direct
+10%
Projected relative lift in check conversion to Visa Direct VS baseline
Instant debit payouts
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Instant debit payouts *
Instant pre-paid payouts
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Instant pre-paid payouts *
Instant bank transfers
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Instant bank transfers *
Returning users
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Returning users *
Notifications
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Notifications *
