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Earlier Work
05
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Earlier Work
Billing Journey Map
Business Challenge
Customers were only able to pay their bill through the website, and they struggled to understand their billing charges. This led to frequent survey complaints, drop-outs and increased calls to customer service.
Strategic Approach
Simplify the experience and provide the ability to pay via mobile device.
Design Solution
Journey map to identify top pain points. Reduce visual clutter to focus only the top 5 tasks. Prominently display bill amount and provide one-click button to initiate bill pay. Focus bill details on recent changes. Implement responsive design to support customers who prefer mobile interaction.
Outcome
Increased payment completion, reduced bill-related calls, increased mobile usage, increased satisfaction scores.
Billing Desktop Experience
Billing Mobile Experience