# Moments that matter
source: https://developer.mastercard.com/unified-installments/documentation/experience-design-guide/pre-approved-offers-in-lender-app/moments-that-matter/index.md

Once enabled, there are pivotal moments in the 'Mastercard Installments' experience. These moments reflect the key highlights in the product journey for the consumer: **onboarding, automatic payments, push provisioning** (how users add their digital card to their favorite digital wallets), **post purchase experience** , and **overall benefits** which drive usage.

## Discovery {#discovery}

### Make 'Mastercard Installments' easy to find {#make-mastercard-installments-easy-to-find}

Place Mastercard Installments offer prominently in your customers' banking or partner app, a trusted place.

* Clearly describe how the Mastercard Installments offer can be accepted.
* Consumers are cautious of hidden fees or other "catches." Upfront messaging about fees or penalties inspires trust.

<br />

###### Installments dashboard {#installments-dashboard}

* Placing the Mastercard Installments on your banking dashboard is an intuitive and simple way to help users find it.
* Mastercard Installments appears in the cardholder's line of vision and on the screen they visit most.
* The "Learn more" button is a short and compelling call to action for users interested in the new service.

![Discovery](https://static.developer.mastercard.com/content/unified-installments/img/design-standards/img_mom_img_1.png)
Tip: Promoting the offer within the banking app is a simple way to communicate new benefits directly to your customers.

## Onboarding {#onboarding}

### Getting cardholders started {#getting-cardholders-started}

Make things clear and simple. The onboarding flow should clarify what Mastercard Installments does and how it works.

###### Use everyday language {#use-everyday-language}

Short, easy-to-understand language is key to describing the service. We have crafted our messages to be clear and to the point.

![Onboarding](https://static.developer.mastercard.com/content/unified-installments/img/design-standards/img_mom_img_2.png)
Tip:   

* Emphasize primary reasons for consumer adoption: No interest, no fees, easy payment within lender app, wider acceptance than other BNPLs.
* Communicate restrictions clearly and address the decline situations. Provide options to check the participating stores both, before and after the card is issued.
* Display the pre-approved offer and maximum spend limit prominently. Lack of clarity around this could negatively impact the decision to sign up for product.
* Explain clearly that customers will only pay back what they spend.
* In our user research, customers said that it was very important to see an example of how the plan will work: how the total is split, frequency of payments, and when each payment is due.

## Automatic payments {#automatic-payments}

#### Help users set up the automatic payments as part of onboarding {#help-users-set-up-the-automatic-payments-as-part-of-onboarding}

According to consumer feedback, the following features were highly valued:

* Ability to easily set up auto payments within the banking app
* Notification 3 days before a payment is due
* Ability to easily change payment method

![Understand your impact](https://static.developer.mastercard.com/content/unified-installments/img/design-standards/img_mom_img_3.png)

## Push provisioning {#push-provisioning}

#### Encourage users to add the card to digital wallets {#encourage-users-to-add-the-card-to-digital-wallets}

After the offer has been accepted, give users the option to add the card to their preferred digital wallet or copy card details. Include the credit limit in the display. The ability to add a card to digital wallets must also be available from the dashboard for those who skip initially.

For a frictionless experience, please keep in mind:

* Digital wallet options Apple Pay and GPay are expected, while PayPal is also a popular option.
* Android users expect to see Samsung Pay.
* Not all customers are actively using digital wallets, hence provide clarity on how to use the digital card without a wallet.
* It remains important to offer an easy way to view, copy and save card details.

<br />

Users must be redirected to the chosen provider to add card to their wallet and returned to the lender app after completion.

![Consider making changes](https://static.developer.mastercard.com/content/unified-installments/img/design-standards/img_mom_img_4.png)

## Post purchase experience {#post-purchase-experience}

#### Notify users about the payments {#notify-users-about-the-payments}

Notifications of completed and upcoming payments are key to a successful consumer experience. Below are some moments when we recommended notifying the users:

* First payment taken/due
* Upcoming payments ( at least 3 days in advance)
* Payment received
* Final payment taken/due

#### Allow users to view the card \& installment plans {#allow-users-to-view-the-card--installment-plans}

After issuance, users must be able to view the card and installment plan details from the bank app. Based on user feedback, these are key features:

* Display the card art, card limit and available balance clearly.
* Provide option to view card details for online shopping
* Provide option for adding cards to wallets
* Provide ways to find participating merchants and FAQs
* Provide ways to view active \& completed installment plans

#### Allow tracking payments {#allow-tracking-payments}

Provide ability to the users to track their plans and payment schedule. These are some key features recommended based on users' feedback:

* Display how much has been repaid and how much is outstanding
* Show upcoming payment schedules for active installment plans
* Allow customers to easily change of payment method
* Create a simple process for early payment

![Take action](https://static.developer.mastercard.com/content/unified-installments/img/design-standards/img_mom_img_5.png)
Tip: Consumers expressed appreciation for able to view the breakdown of payment schedule with options to pay off early.

## Drive usage {#drive-usage}

### Highlight benefits which can drive usage {#highlight-benefits-which-can-drive-usage}

A familiar yet novel concept, consumers see the value of being able to split a large purchase, or several large purchases, equally over time with bi-weekly or monthly payments.

While no interest and no fees instantly attract consumers, below are other benefits which can drive usage:

* Bank issued installment loan instills confidence and trust
* Quick and easy to accept loan offers
* Short timescale = responsible lending. Encourages consumers to pay it off and the burden of debt feels short.
* Less reliance on credit cards
* Budgeting tool for purchases
* One portion of the cost of a purchase is already covered which feels good
* Insurance against the unexpected

<br />

Next: [Research summary](https://developer.mastercard.com/unified-installments/documentation/experience-design-guide/pre-approved-offers-in-lender-app/research-summary/index.md)