Biller Manager Solution

About the project

Equity Group's Biller management faces manual onboarding and information requests, leading to delays and a subpar customer experience. The Biller Manager solution aims to empower Equity pay bill holders in managing customers and payments efficiently, enhancing customer retention and bank revenue

Requirements gathering & specifications

Guided by the business team's requirements specification document, we delved into both business and user needs. Multiple meetings with project stakeholders ensured thorough review, questions answered, and issues clarified.

User journey mapping

Process flows provided a clear picture of system and user processes, enabling us to map out user journeys with confidence as we ventured into the design phase

UX Solution & features design

Biller self-onboarding feature empowers Equity Bank customers to swiftly apply for an Equity Bank pay bill number online, unlocking the perks of being a biller and simplifying bill collection and tracking.

The customer management feature lets billers effortlessly include customers in their profile, allowing for seamless payments, invoice sharing, reminders, and payment receipts.

Service Management: As an Equity biller, I can effortlessly add, view, and remove services from my Biller Manager profile, making it a breeze to publish my offerings for customer subscription.

We're constantly introducing & iterating a host of additional features, including:

Automated invoicing to allow billers to setup recurrent invoicing schedules for their customers, based on the services offered.

Statements: The biller will be able to generate and send statements

Reminders and notifications: The biller will be able to send notifications on payments including scheduled payments. Reminder or notifications are to be sent by the biller via e-mail or SMS

Reporting: This feature will allow the biller to pull reports on payments and invoices per customer.

Wireframing & Prototyping

I've crafted the foundational wireframes and prototypes, primed for rigorous usability testing. Our next step? Elevate and iterate for a flawless user experience.

Usability testing

We initiated usability testing, commencing with our in-house biller team and later engaging external billers. Our mission: Evaluate solution efficiency, user-friendliness, and ease of use.

Some key findings...

Seamless navigation: Users reported swift and hassle-free navigation, greatly enhancing overall usability.

Adding, viewing, and removing customers proved to be a breeze, with users appreciating the simplicity of the process.

Some copy on the biller dashboard (reporting feature) uses internal jargon which was not easily comprehensible with some users

Real-time updates and notifications feature impressed majority of testers, as it provides users with the latest data instantly.

We discovered additional user needs that we missed during design phase for example the capability for multiple deletion/deactivation of customers

Users also inquired about mobile responsiveness and accesibility of the solution on any device, a feature that was not scoped during the first phase

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