Objectives

1. Improve Bill Hub Discovery: Increase conversion and engagement.

2. Improve Adding Billers: Boost engagement, conversion, and retention.

3. Improve Bill Pay Autopay Scheduling: Enhance customer satisfaction and drive conversion.

4. Improve Bill Management: Drive engagement and retention.

Pain Points

1. Bill Hub Discovery:

• Limited entry points.

• Hidden entry in profile settings.

2. Adding Billers:

• Confusing user flow.

• Limited contextual information to link billers.

3. Bill Pay Autopay Scheduling:

• Confusing autopay date scheduling.

• Lack of clear notifications or alerts for reminders.

4. Bill Management:

• Lack of visibility of bill paid history and historical statements.

Research Findings

• User Interviews: 70% of users reported difficulty in locating the bill hub. 65% found the process of adding billers confusing.

• Surveys & Customer Support Data: Quantitative data indicated a high number of missed payments due to unclear autopay instructions and lack of reminders.

• Competitive Analysis: Highlighted best practices in bill management and autopay features.

Design Iterations & Variations

Design Feedback and revisions

Usability Tests

Refined & Proposed Solutions

Impact Results

1. 88% growth in engagement.

2. 12.3% growth in First time users

3. 60% boost in Active Monthly Users

   
   

Learnings and reflections

1. Prioritization and stakeholder management is key

2. Could improve collaboration with Marketing and researching

3. Gathering early user feedback on the feature's usability guided refinements and enhanced the overall user experience.