CHALLENGE 9

Expired Credit Card

Scenario

The user is trying to rent a car using an application but the credit card on file has expired.

Challenge

Write them an error message so that they can correct the problem.

Headline: 30 characters
Body: 45 characters

Goal

To alert the user to the situation (their saved credit card has expired) and how to remedy it (update the saved card or add a new payment method) so they can complete their reservation.

Considerations

The user has is already halfway through the process, and has committed to the reservation. Their goal is to complete the process.

The business (the car rental company) does not want to lose this reservation, especially now that the user has already selected their dates, location, and vehicle. An expired credit card is an obstacle, but not a dead end. Offering clear information and helpful instructions will help the user fix the issue and complete the reservation. It is important not to shame or scold the user, since that could cause the user to abandon the reservation (and perhaps not return).

While the message can let the user know that their credit card is no longer valid and offer clear directions to ‘update’ or ‘add a new payment method’, it is important that the design offers clear cues on how to make that update (the green EDIT) or add a payment method (the green button).

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