The features inherent on the RTP® network presents an opportunity for financial institutions and billers to address the challenges related to bill pay. The Clearing House led design thinking sessions over the summer of 2018 to help re-design the bill payment experience leveraging the features of the RTP® network. Our design thinking journey with the participating financial institutions began with assessing customer and biller perspectives through focus group interviews. Design thinking approach helped us drive the innovation journey while assuming the customer needs as the north star.
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.
1Millennial :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.
Personas, Needs, Value Propositions and Journeys
Select biller quotes describe their current bill pay experience and eagerness for a solution that ensures on-time payments and allows self-service communication.
Four common bill pay needs were identified for the billers.
Biller Value Proposition
Based on the target biller persona, we defined the value proposition of RTP® as below.
We examined the biller needs and current bill pay journey to envision a future bill pay experience.