BETTER BILL EXPERieNCE - COMMBANK BANKING APP

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

PROBLEM STATEMENT  

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

• Decline in credit rating score due to late payment of bills

• Paper bills are now a potential source for identity theft

• Late payment fees

ROLE
Lead UX Designer - Commbank app bill registration flow

ACTIVITIES

• Sketch out registration flow

• Discovery and test to ensure registration engagement

• Notifications and reminders strategy

• Copy review - Conversational language throughout flow

INSIGHTS

• Customers want surety their bill has been paid before registering

• Customers prefer to be asked before setting up reminders

• Customers want to benefits before sign ing up

RESULTS

• Since launch there’s an increase of over 700% of bills paid by BPAY View