A UX Heuristic Evaluation into Smarter Online Payments
This case study highlights the outcomes of a heuristic evaluation and user interviews conducted to improve the online bill pay system of a distinguished cable company. By identifying functional glitches and gathering user insights, we were able to redesign the bill pay flow, streamlining the process and prioritizing essential information for enhanced user experience.
To address the existing challenges, we engaged in user interviews with call center agents to understand the issues faced by users. Their valuable input helped us uncover functional glitches within the system, paving the way for targeted improvements. In parallel, we conducted a heuristic evaluation, meticulously assessing the system across categories such as accessibility, navigability, composition, consistency, flexibility, and error prevention. Combining the insights from user interviews and the heuristic evaluation, we gained a comprehensive understanding of the pain points and areas for enhancement.
Impact
The culmination of our efforts was a redesigned bill pay flow that significantly improved the user experience. By streamlining the process and prioritizing crucial information, users were able to navigate and complete bill payments with greater ease and efficiency. The redesigned flow matched users' mental models and ensured that users could quickly access the most important details, reducing confusion and saving time.
The impact of these improvements extended beyond user satisfaction. The cable company witnessed a tangible decrease in call center traffic as users embraced the enhanced online bill pay experience. Empowered with a streamlined process, users gained the autonomy to manage their bills independently, resulting in improved operational efficiency.