Affordability

Better Bill Experience

Redesigning BPAY View to help customers see, track, and pay bills with confidence

Role
Lead UX Designer - CommBank app
Bill registration

Client
Commonwealth Bank

Year
2015

The Problem

Bills create stress + late fees and uncertainty

  • Late payments damage credit scores

  • Paper bills = identity theft risk

  • Late fees hurt

What I Did

Led key aspects of the BPAY View registration redesign, focusing on trust, clarity, and follow-through

Removed blockers and built confidence

  • Identified that drop-off wasn’t about effort, but uncertainty:
    “Has my bill been paid?”
    “Will this actually help me?”

  • Tested tone and clarity through multiple variants to understand what builds trust

  • Rewrote language to sound more like a helpful nudge, not a legal form

Simplified the experience

  • Mapped and simplified the registration journey, from entry to confirmation

  • Removed ambiguity at every step

  • Introduced clear, visible confirmation when bills are received and paid

Gave users control

  • Shifted from auto-reminders to an opt-in model that earned trust

  • Negotiated with product, legal and devs to remove legacy blockers like paper forms

The biggest blocker wasn’t complexity — it was trust.

  • Customers need visible confirmation before trusting payments are complete

  • Opt-in control builds confidence more than default automation

  • Value must be clear before asking for commitment

Key Insight

Impact


700% increase in bills paid via BPAY View

Within one year, customers paid 7× more bills through BPAY View — reducing missed payments, late fees, and financial stress.

Bills paid via BPAY View