Pay Flow
The business goal: Enable a customer to quickly pay their bill using an existing bank account.
The Process and Solution
I applied a “learn, build, review” process. I worked with customer research to determine the primary concerns for users when paying their bill. Efficiency is the greatest request - quickly paying multiple bills was a key factor in satisfaction. Users that have multiple bills can quickly complete the process without having the exit the pay flow to load other account data.
The recommendation was to emphasize the bank and billing account selection process during the pay bill journey. Formative testing was very positive with faster completion time and satisfaction.
Tasks
- Interviews
- Process analysis
- Technical documentation
- Wireframe design and updates
Tools
- Sketch
- InVision
- Atlassian