Product: BillMatrix® from Fiserv is a single billing and payment solution that offers customers secure, convenient payment options.  

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My Role: Senior UX Designer (Research, Product Design, UX Writing)​

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Goals - Business, Product and Content Design

• Business Goals

  • Streamline reconciliations to enable faster payments and fewer collection issues for clients.

  • Give customers the ability to pay bills in real time or schedule payments in advance.

• Product Design Goals

  • ​Redesign key user flows to reduce cognitive load and streamline task completion.

  • Implement a system for tailoring the product interface based on user behavior and preferences.

• Content Design Goals

  • Develop and implement a comprehensive content style guide and brand voice guidelines for all communication channels.

  • Redesign digital content to meet WCAG (Web Content Accessibility Guidelines) standards and create more inclusive language guidelines.

 

Scope:

(1) Administrator Portal: Design an efficient and usable interface to allow admins to onboard clients, configure settings, and manage accounts.

(2) Consumer Portal: Design an intuitive, responsive, and user-friendly interface to enable consumers to pay bills quickly.

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Team Size: 22

 

Approach: The end-to-end design process is outlined below.

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Research

• Designed and conducted user studies to understand pain points, user goals, and the expected experience of target users. 

• Create proto-personas to inform design concepts and product roadmap.

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Strategy 

• Collaborate with stakeholders to understand product vision and goals.

• Analyzed and studied business specification documents to understand the bigger picture and the ecosystem.

• Collaborated with product owners and business analysts to refine and groom user stories to create a UX roadmap. 

• Led the design function across six agile scrum teams by partnering with Product Management and Engineering in an agile environment.

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Design - Product and Content Design

• Conducted UX audit to - Identify usability issues, evaluate information architecture, assess content effectiveness, and prioritize improvements to support data-driven decisions.

• Created paper sketches and low and high-fidelity mockups, conducted design walkthroughs, and supported the development teams.

• Review completed designs and discuss future iterations.

• Collaborated closely within and across cross-functional teams to produce engaging content that explains FinTech products accurately and persuasively.

• Ensured all fintech content was on-brand, compelling, visually appealing, and optimized for intended audiences and channels. Maintain brand and editorial guidelines.​

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Accessibility WCAG 2.1 Compliance 

• Included accessibility in initial requirements and project planning.

• Advised teams on implementing accessible design solutions and WCAG 2.1 compliance.

• Created accessibility documentation and training materials.

• Presented recommendations to stakeholders and championed accessibility initiatives.

• Reviewed designs together with development teams using accessibility tools and patterns.

• Tracked and reported on accessibility metrics and compliance.

• Shared insights from accessibility testing with stakeholders.

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Impact

• Increased BillMatrix® customer satisfaction by 40% via redesign.

• Build a process for effective cross-functional collaboration using agile methodologies to involve designers in the early stages of product planning and development. This process was adopted by 14 scrum teams in the United States and India. 

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This product was integrated into thousands of Banks and Credit Unions in the US through responsive web, iOS, and Android plugins and consumer portals.

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Activities: User Research, Persona Creation, Customer Journeys, Task Analysis, UX Strategy, Product Roadmap, Conceptual Design Prototyping (Static and Interactive), A/B testing, Product Design Walkthrough, and UX Writing

 

Tools: Paper Sketches, Axure RP, Miro, Presentations.

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The detailed design process is described below.