Easy Peasy Pay
How can we design a bill pay portal that services the needs of a diverse demographic group that increases usage of our online bill pay and autopay services?
Introduction
At Charter Spectrum, we connect our customers to superior communications and entertainment products with the highest quality service. . When Charter Communications acquired Time Warner Cable and Bright House Networks to form Spectrum, they needed a new billing platform to handle a million monthly online payments. With a wide range of demographics and business needs, we had to strike a delicate balance of familiarity, usability, and utility.
Client
Charter Spectrum
Project Duration
Dec 2016–Nov 2017
Team
1 Product Manager, 1 Product Designer, 6 Engineers
Role
Lead Designer • UX • UI • Prototyping • User Testing
Clarity Through Iteration
The UX team had to account for the many of the non-tech savvy Spectrum customers. With the goal of increasing bill transparency, autopay enrollment, and completed payments; the team decided to go forward with 2 column approach that clarified a customer’s bill while guiding them through the bill pay process.
Utilizing customer feedback and backend tweaks, we were able to iterate on the final product resulting in a simpler display of what the customer owed.
Responsive — On Any Device
With more and more customers opting to pay their bill on their mobile device, our UX team ensured that the bill pay experience was great no matter what device you paid your bill with.
Proven Results
We started getting mainly positive qualitative feedback from customers following the launch of the redesign while waiting for statically significant quantitative data. When the quantitative data was processed, spectrum saw an 11% increase in billing flow completion, 4% increase in online billing usage, and 400% increase in auto pay enrollments.