Better Bill experience

Redesigning BPAY VIEW to see, track and easily pay bills online

Role
Lead UX Designer - CommBank app
Bill registration

Client
Commonwealth Bank

Year
2015

The Problem

Bills create stress + late fees

  • Late payments damage credit scores

  • Paper bills = identity theft risk

  • Late fees hurt

What I Did

Helped redesigned the BPAY View registration to build trust, reduce friction, and drive 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

What We Learned

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

  • Customers need proof bills are paid before trusting the service

  • They want to opt-in to reminders, not be forced

  • Benefits must be clear before sign-up

+700%

In just one year, BPAY View helped customers pay 7x more bills — cutting late fees and reducing financial stress..

BPAY View