Reimagining Bill Pay / Customer Journey

The problem

While the ability to pay bills through digital channels drives customer retention and it has gained even more importance during the pandemic, the current customer experience has lots of friction points and can be improved.

Approach

• Analyze current bill pay experience to ensure understanding of underlying technology and all the operational processes in place.

• Use data from analytics and VoC to learn about known customer and business friction points along the current journey

• Identify and prioritize opportunities for enhancements

• Review competitive experiences to evaluate possible solutions, and come up with hypotheses to validate