Facing member confusion navigating convoluted billing breakdowns, I led design of payment portal that reduced complexity and unlocked understanding. Immersing in user struggles parsing deductibles and ambiguous fees, I asked “Where can we create clarity?” Rapid prototyping revealed and resolved pain points, pairing simplified flows with visible cost rationale. By obscuring opacity to amplify education and control, we took ownership of financial experience - resulting in an transparent, engaging design that boosted on-time payments and cultivated member trust.