JavaScript isn't enabled in your browser, so this file can't be opened. Enable and reload.

1 of 6

Bill Pay Exploratory Interviews

J. Ethan Sykes | January 2024

2 of 6

About this project…

Problem: Discover the rivers that encourage users to set up and use the Bill Pay feature within the mobile app.

Solution: Re-evaluate Citizens’ Bill Pay vendor so we can offer customers a useful and competitive Bill Pay experience

My Role: Organizing, conducting, and analyzing VOC (voice of customer) interviews with Bill Pay users at both Citizens and competing banks

Outcomes

Provided contextualization for Citizens’ current bill pay usage data, giving business stakeholders a clear picture of user needs

Citizens’ business stakeholders used this research to evaluate bill pay vendor RFPs from a customer centric perspective.

Increased business stakeholder understanding of UX Research competencies leading to foundational research requests for a new Bill Pay experience.

Background & Methodology

Customers that use bill pay are retained longer than those who do not
The objective of this project is to learn more about users of bill pay so that we can adapt the product to user needs
8 Voice of Customer Interviews

What we learned

Due to the features modern payment services offer, Bill Pay in its current state at Citizens is unlikely to be a service new customers grow into.
Customers would benefit from an experience that can consolidate, organize, and pay bills from a centralized location.

Customers currently manage bills and pay them with multiple products and services.

Customers are looking for insights on expenses and what could help them save money:

Contact

832-495-8620