When I joined Bank of America as a UX designer they had over 5 million Bill Pay user. From interviews, NPS (Voice of the Customer) and usability tests we discovered that the process of adding Bill Pay was complicated and confusing to users. Together with a team of Product Managers, Developers, Business Analysts, and content strategists, we embarked on mission of innovating and simplifying Online Banking and Bill Pay.
The two main stakeholders we identified were:
- New Bill Pay users
- Experienced Bil lPay Users
User Research & Testing
We conducted extensive foundational research including competitive analysis, focus groups studies, card sorting, tree association, usability studies and web surveys.
From the user research users wanted:
- Ability to get reminders when a bill was due
- Ability to use see account balance of the funding source
- Ability to pay bills from multiple accounts including credit cards
- Ability to easily set a recurring payment plan
- Ability to see all their upcoming bills and when they are due
- A set up their own reminders via to-do list
- A calendar to view all upcoming bills in one place
- Ability to pay an individual
- Make adding a company to pay easier and more intuitive
- Clear labels of Scheduled payments, in process payments, process payments, cancelled payments and failed payments
- Bank of America’s Online Banking website continued to grow rapidly in both the number of users and services offered. Later, with the advent of mobile phone technology, the bank moved into offering banking services to customers on mobile devices
- Today, with more than 15 million active mobile users and more than 30 million Online Banking customers, Bank of America has continued to be an industry leader in developing and offering innovative products to its customers.