Main Content

Bill_Pay_Ideation_V1 

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.

Interview Methodology

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.

Interview_Methodology 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

Biller Interviews

We interviewed 7 billers, across industry, and company size to gather feedback on the RTP concept and bill pay prototype.

Biller_Interviews

Personas, Needs, Value Propositions and Journeys

The Clearing House Customer Persona

Select customer quotes further illustrate their current bill pay experience & eagerness for a solution that can make the process quick, simple, organized.

Customer_Quotes

Customer Needs

Four common bill pay needs were identified for the end customers.

Customer_Needs

Customer Value Proposition

Based on the target customer persona, we defined the value proposition of RTP® as below.

Customer_Value_Proposition

Customer Journey

We examined the customer needs and current bill pay journey to envision a future bill pay experience.

Customer_Journey

The Clearing House Biller Persona

Select biller quotes describe their current bill pay experience and eagerness for a solution that ensures on-time payments and allows self-service communication.

Businerss_Quotes

Biller Needs

Four common bill pay needs were identified for the billers.

Biller_Needs

Biller Value Proposition

Based on the target biller persona, we defined the value proposition of RTP® as below.

Biller_Value Proposition

Biller Journey

We examined the biller needs and current bill pay journey to envision a future bill pay experience.

Biller_Journey

IDEATION WORKSHEETS


The Clearing House Planning for Research

The Clearing House Persona Creation

The Clearing House User Journey Mapping