MOBILE BILL PAY 2.0

Launched in 2019, I lead a team of eight UX designers and researchers that redesigned the Bill Pay mobile app experience for Bank of America that introduced several new payment features, resulted in measurable improvements to AutoPay enrollments and was recognized by J.D. Power in a 2020 report.

"(Bank of America's) top strength for Mobile was for Bill Pay."
J.D. Power 2020 Digital Studies - June 10, 2020

MY ROLE

Design DirectorDesign Director
UX Project ManagerUX Project Manager
Interaction DesignerInteraction Designer

DESIGN PRINCIPLES

By aligning on these Design Principles with our partners, the UX design and research teams were able to focus efforts that mapped back to these principles. Requests from partners or designs that did not map back to these principles were de-prioritized and helped keep project execution efficient.

Design Principles

USER RESEARCH PLAN

Qualitative and quantitative user research was performed to ensure the redesign introduced payment features that users desired and continued to provide easy access to payment services they already used.

User Research Plan

LEVERAGING DATA

As part of the quantitaive study, we asked users to rank new features that were being scoped into the app. AutoPay was a feature users were clearly interested in seeing added to the app.

Feature Ranking

Due to the strong interest users indcated they had in AutoPay, we proposed the addition of a "Frequency" field to the high-volume single payment form. This approach allowed users to setup AutoPay "on-the-fly" rather than find and complete an independent Set Up AutoPay form. As a result, AutoPay enrollments increased significantly after the launch of Mobile Bill Pay 2.0.

AutoPay Flow

REVIEW & APPROVE TIMELINE

With over 20 features to execute approval reviews on prior to delivery to technology, an at-a-glance timeline was constructed so that all parties knew what would be reviewed and when.

Timeline

SIMPLE SCENARIOS

People usually like simple stories. While detailed personas and journey maps are useful at the project team level, I found simple scenario constructs to be more successful in gathering buy-in and approval from executive leadership and external partners.

User Scenario


User Scenario