The project was born out of the necessity to simplify and expedite the bill payment process for users, integrating a system to scan and pay bills instantly.
The launch results were the crowning achievement, with over 2.61k services paid in the initial week, reflecting a total payment volume of $15 million. This new feature quickly became a staple in the app, generating millions of tickets annually.
At Naranjax, we're dedicated to resolving the complexities of finance with ease and efficiency. "Payment Services" emerged from this commitment, aiming to provide our user base of over 5 million with a streamlined bill payment solution.
The narrative began amidst a societal shift towards digital transactions, where we identified a significant opportunity to improve our users' bill payment experience.
The setting involved comprehensive desk research and benchmarking, which informed our strategic approach to feature development and user flow design.
We found that the process turned into a hassle as users were required to input a client number or another identifier for each bill, each with its format. This often resulted in time lost searching for the correct data or inputting incorrect codes. Thus, the aim was to make this component streamline data entry for quicker and more accurate information retrieval. Visuals played a crucial role, with a design system that was both familiar and fresh.
I developed prototypes to explore a successful transaction, two scenarios of failed invoice scans, bill scheduling, and notifications. After preparing the user test scripts, and conversion sheets, choosing the tools, arranging post-test rewards, and organizing interviews, we conducted tests with 15 users. Our goal was to gauge their reactions to our workflows, assess if we addressed their bill payment issues, and gather feedback on their experiences with competitors.
The feedback was enlightening, revealing struggles with timely payments and keeping receipts organized. One user highlighted the challenge: "It's hard to keep track because everything has a different time expiration." This underscored the need for centralized receipt management, email copies, and timely bill payment reminders.
