Affordability
Better Bill Experience
Embedded bill registration into the mobile payment journey, removing sign-up friction and driving large-scale adoption.
Mobile UX Designer  ·  Commonwealth Bank of Australia  ·  2014 – 2017
Better Bill Experience

Measurable impact

+80%
Mobile bill enrolment
Moved registration into the payment flow, making bill setup a natural next step on mobile.
+10pp
Primary bank retention
Gave customers a daily mobile reason to return: tracking, planning and managing bills in one place.
+67%
Savings velocity
Prompted users to plan ahead from their phone before upcoming expenses landed.
25×
Payment errors
Reduced mistakes with mobile-first confirmation patterns and contextual safeguards.

Impact

Bills paid via BPAY View grew 7× in one year

Before 100
After 800

Within one year, customers paid 7× more bills through BPAY View.

Reduced missed payments, late fees, and financial stress — while growing primary bank retention by 10pp.

BPAY View mobile experience
The problem
Barrier to entry
The problem
Trust deficit Registration friction Uncertain value Drop-off
RESEARCH & TESTING
Uncertainty = drop-off
What I did
Content variants Trust signals UX writing
DESIGN
Entry to confirmation
Section 3
Journey mapping Confirmation design Removed ambiguity
STRATEGY
Earned trust through control
Section 4
Opt-in model Legal & compliance Legacy removal Stakeholder negotiation