Business goal
Before this engagement, the billing function in the app was enabled by plugging-in a legacy UI. Most of the negative feedback from customers was about the cumbersome user experience while paying their bills. The goal of this engagement was to make the experience intuitive and increase usage of this feature.
Problem
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Present a wholistic picture of pending bills and their impact on the coverage.
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Answer question about bill calculations and payment status.
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Create a dashboard experience for business owner, also help the office assistant to keep the books up to date.
Challenges
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The services designed for the legacy UI didn’t bring the right data/statuses to render the desired experience.
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Billing is the most frequently used and crucial piece for both the enterprise and the customers. Thus every change to the existing experience had to be over justified to the stakeholders.
Design principles
Emphasise the criticality of ‘unhappy’ scenarios e.g. non payment.
Put user in control for choosing payment amount, schedule and method - within the limitations from framework/services.
Align to industry standards in e-commerce, online banking, utility bill payments, etc.
Process
We conducted a workshop to understand the current online bill payment process and functional entities.
This helped us mark the co-relation with other customer touch-points like agent and customer support.
Then we did a heuristic review of the current process and content used in the experience.
Highlighted (to the business stake holders) where the current process does not align with users mental model, industry standards, and best practices.
Then using the collaborative sketching we designed the flows. We used professional experience to streamline the process, bill statuses, and generate user friendly content.
With the low-fidelity prototype, we did in-person user study with 8 small business owners and office assistants who were responsible for paying insurance bills and maintaining the bill books in their companies.
Solution
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