Commonwealth Bank

Better Bill Experience

Helping CommBank customers to better manage and pay their bills and more importantly avoid paying late fees

Background & Context

Paying bills is a hassle for some, if not most, a struggle. It’s hard to keep track of all the bills we have let alone how much we have to pay and keep track of all the due dates.

As part of BPAY View experience uplift we looked at ways on how we can improve the bills experiences for our customers. I led the UX design in the mobile stream in delivering the experience to the CommBank app.

Process

When the project began, we looked to secondary research to understand the existing bill management space. Working with the stakeholders we looked into existing research and customer feedback.

Research

Next was to identify the questions that were still unanswered to build certainty that we were solving the right problems. We undertook primary research to understand existing customer’s pain points, as well as learning about how they currently manage and pay their bills.

User research

Focus groups were conducted to understand the current landscape of bill payments with several of the bank’s key personas. From this it allows us to understand what a typical bill lifecycle looks like for our customers.

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Managing bills has proven to be difficult task for most and for some, a struggle.

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Ideation

Following from research, we collaborated with the engineers, architects and relevant business stakeholders and generated ideas that would feed into concepts and solutions. We ideated and prototyped various ideas, tested it out with customers and iterated based on what we have learnt.

The Product Vision

Framing the product so that we could create alignment on our vision and feature prioritisation.

Final Design

Working closely with engineers and content writers, I iterated the design based on customer feedback through usability testing.

Final Outcome

Better bill experience was launched in late 2016. Since launch there’s an increase of over 700% of bills paid by BPAY View

CHEN-CHING LAM

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