Bill Pay Upgrade

The current Bill Pay experience has a confusing interface and lacks parity with competing products. This allowed the team better to understand our users’ needs around bill pay capabilities. Through a mix of various research methods, the team was able to identify the top capabilities to ensure an optimal user experience.

Research

Competitive analysis

Look externally at “best-in-class” bill pay experiences (i.e., Chase, Bank of America, PNC, 5/3, Capital One, Prism)

Quantitative

A survey sent to 300 respondents to determine bill pay features most important to them

Qualitative

In-depth interviews with 12 participants. 

Research Insights & Solutions

Research Insight: Users want to feel organized and see everything in one place.

Solution: A new tabbed navigation to create a bill pay “hub” where all information regarding bill pay could be easily found.

Research Insight: Users want reassurance that their bills are paid or are going to be paid.

Solution: The “Scheduled” tab allows users to easily what upcoming bill payments will be taken out of their account. The option to “Save My Receipt” on the Payment confirmation gives users peace of mind and proof that their payment was made.

Solution: The new payee details page now shows all of their payee information, as well as scheduled payments and a history of 90 days, which will give users additional reassurance that previous bills were paid.

Research Insight: There is a need for transparency in how bill payments are being sent (electronic vs. check via USPS)

Solution: Scheduled payments and payee account tiles will now display how the payment is being sent.

Research Insight: Many users track their bills using a calendar and often scheduling reminders on their phones.

Solution: Included in a future release will be the ability to set a reminder for bill payments using their native operating systems calendar. This will help to fit more seamlessly into tools they are already using.

Release

Bill Pay is currently being tested with a pilot audience with a mobile release scheduled for October followed by web in November.