Overview
Improve the user experience for expanding services channels digitally performed
88% of users visiting the website to pay their bills online. However, the current bill pay experience is controlled by a third-party application without customization to the experience. How can users have a better bill pay experience?
Through user research, testing, and design we integrated the application into the existing corporate web experience and improve the user’s likelihood and sentiment through more intuitive UI patterns that are consistent with the existing website.
Situation:
Third-party payment portal for users was not web/mobile optimized for online service and bill pay.
Third-party payment portal for users was not web/mobile optimized for online service and bill pay.
Impact:
YTD 42% web traffic was from a mobile device. Measure user data for the purpose of design
YTD 42% web traffic was from a mobile device. Measure user data for the purpose of design
Solution:
Merge account management portal with e-commerce website for a unified web/mobile compatible experience for self-service
Merge account management portal with e-commerce website for a unified web/mobile compatible experience for self-service
Screen Samples
Pay Bill
Payment Method
Schedule Pickup
Mobile Web
Results:
Increase in mobile web conversion
Increase in mobile web conversion
Increase site satisfaction survey sentiment
Increase Google app store rating by two points