Real-World Example
Jane has three creditor accounts: one new settlement offer, one payment plan, and one paid account. The My Accounts dashboard should make those statuses easy to scan and should route Jane to the next useful action for each account.Resolution Priority
My Accounts is an action-priority dashboard, not a chronological activity feed. It should organize accounts by the next step most likely to move the consumer toward resolution:
Within those groups, the preferred order is: add payment method, creditor counter offers, new offers, pending creditor responses, pending notice responses, scheduled settlements, payment plans, new notice or legal-response actions, and then completed or inactive accounts.
When no matched account activity exists, the dashboard should still offer written-notice and legal-response starting points rather than appearing empty.
Visual Flow
How It Should Work
- It should show accounts that match the authenticated consumer’s identity keys: last name, date of birth, and last four SSN.
- It should convert matching uploaded, visited, or not-verified accounts to joined when the consumer reaches My Accounts.
- It should group accounts by business status so the consumer knows what needs attention.
- It should place immediate consumer actions before waiting, active, completed, or inactive activity.
- It should preserve creditor identity, balance context, and available actions on every account card.
- It should exclude accounts the consumer has intentionally hidden from their dashboard.
- It should use the consumer’s personal branding if set; otherwise the dashboard header should stay on default YouNegotiate branding because multiple creditors can appear together.
- It should update when negotiations, payments, notice responses, or cancellations change status.
How It Should Not Work
- It should not use email or phone alone to decide which accounts belong on the dashboard.
- It should not hide an account that still needs consumer action.
- It should not show actions that are no longer valid for the current status.
- It should not make one creditor’s logo look like it owns the whole dashboard when another creditor’s account is also present.