We conducted interviews with customers and billers to identify the core elements (pain points
and needs) that were most important in creating an optimal user experience. 15 customers across
segments, generation, and gender were interviewed to gather feedback on the RTP® concept and
bill pay prototype.
Segments: 53% customers, 47% small and medium business
Generation split: 33% Millennials, 40% Gen Xers, 27% Baby Boomers
Gender: 53% male, 47 female
Millennial: 18 – 37 yrs. Tech Savvy
Gen X: 38-53 yrs. Use digital channels to improve efficiency, save time etc.
Baby Boomer: 54 to 71 yrs. (limited use of digital channels)
We interviewed 7 billers, across industry, and company size to gather feedback on the RTP
concept and bill pay prototype.
After completing our research and interviews, we developed personas for both the customer and
Need the financial institution to protect their personal information and money
Need to avoid payment processing delays that cause payments to be late
Need reminders from billers and access to them for questions for their bills
Need help keeping track of their balance and upcoming bills to prevent overdrafts
Need the financial institution to provide protection from security threats e.g., fraud, hacking
Need visibility into all future revenue inflows so they don’t have to borrow credit from
financial institutions or maintain a large cash reserve
Need to hear directly from their customers and solve their queries as soon as they come in to
ensure a good customer experience
Need better reconciliation to match customer/store/parent company names with transactions and
Customer Value Proposition
Based on the target customer persona, we defined the value proposition of RTP® as below.
Biller Value Propositions
Based on the target biller persona, we defined the value proposition of RTP® as below.
We examined the customer needs and current bill pay journey to envision a future bill pay
We examined the biller needs and current bill pay journey to envision a future bill pay