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.
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.
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.
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.
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.
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.