Bill Pay

Case studies:

Project

The current Bill Pay (Desktop/Tablet) interface represents a rebranded version of our legacy product, originally developed years ago using jQuery libraries. This older iteration no longer aligns with modern standards and user expectations. As part of our ongoing transition to the React framework for our online banking platform, we seized the opportunity to revamp the Bill Pay experience. The updated version now offers a centralized multi-payment hub and delivers a cohesive, responsive, and contemporary user experience across various devices.

Challenges

Wells Fargo identified several pain points within its online bill pay system, including cumbersome navigation, lack of clarity in bill payment processes, and limited functionality. These issues led to user frustration, reduced efficiency, and potentially impacted customer satisfaction.

Our Goals:

Streamline the bill payment process for users.
Enhance usability and intuitiveness of the online bill pay platform.
Improve customer satisfaction and retention rates.
Increase user engagement with the online bill pay service.

Solution

By prioritizing user experience and leveraging UX principles, we successfully enhanced its online bill pay platform, addressing user pain points, improving efficiency, and ultimately increasing customer satisfaction and engagement. This case study highlights the importance of UX design in optimizing digital banking services and demonstrates how a customer-centric approach can drive positive outcomes for financial institutions.

The implementation of UX improvements resulted in the online bill pay platform yielded significant positive outcomes:

Improved User Satisfaction: Users reported a more seamless and intuitive bill payment experience, leading to increased satisfaction with online banking services.
Enhanced Efficiency: Streamlined navigation and intuitive features reduced the time and effort required for users to complete bill payments, improving overall efficiency.
Increased Engagement: The improved user experience encouraged greater engagement with the online bill pay service, resulting in higher adoption rates and increased usage among customers.
Positive Feedback: Users expressed appreciation for the clarity, simplicity, and accessibility of the updated online bill pay platform, contributing to positive word-of-mouth and customer loyalty.

Research

Wells Fargo conducted extensive user research, including surveys, interviews, and usability testing, to gain insights into customer preferences, pain points, and behaviors related to online bill payment. This research helped identify specific areas for improvement.

Testing & Feedback

Before launch, we conducted extensive testing of the updated online bill pay platform, soliciting feedback from users to identify any remaining usability issues or areas for improvement.

Bill Pay Hub - Interactions

New Features List

New Bill Pay Navigation

Select Pay Bills from one of three options: Action Task menu, Transfer & Pay menu, or the Account Summary page — and then add a new payee and make a payment.
Implenentation of Hot Tasks

Added hot tasks specific to common actions the user need for payee such as Manage Payee, Edit Payment Account, De/Activate eBill, etc.
Enhanced Bill Pay Hub

Grouping of payees by funding account – carried through Hub, Verify, Confirm, Scheduled, and History pages.
Added off-canvas drawer

To provide the user additional informational needs and continue to provide a clear and clutter free experience we provided an off-canvas container for quick reference on accounts, help and how to tutorials.
Improvement of Add a payee

Improve and enhancement of Add a Payee functionality for visibility, ease of use, populated list of possible payees with search, add, edit and delete payees.