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My Role: Lead UX Designer
The Team: Catalyst CEO, 1 UX Designer & 1 Visual Designer
Tools: Figma
Project Duration: 4 months
Problem
People were getting multiple invoices in the mail for the same medical bill. The amounts due could be overwhelming to those who could not afford such big one-time payments. Therefore, people would either pay their bills late, or would not pay them at all.
How might we create a mobile website to allow users to make their affordable payments on time, pay their dues fast, and get rewarded?
Requirements
The client wanted to design a mobile website that allowed users to pay their medical bills in less than 30 seconds while being rewarded with points right from their phone. The medical facility would offer payment plans that the user could choose from, they could pay all at once for a higher reward or they can create their own custom affordable payment plan. The site also needs to allow for the management of their bills and points, and the conversion of their points to their choice of reward (ie. cryptocurrency or cash back). Additionally, the client wanted to design a desktop experience for users to donate money to those in need.
The client had a color scheme in mind and wanted it to be a fun and easy way for millions of people to pay their medical bills.
Process
Discovery
Understood the client's requirements, vision, branding, personas, target audience and problems.
Competitive Research
Ideation + Low Fidelity Wireframes
Looked at layout and hierarchy of information and created user flows, personas and low fidelity wireframes.
Visual Design + Styling
Our Visual Designer created the look and feel for a few low-fi wireframes. After client approval, the styling was applied across the rest. All additional views going forward were high fidelity wireframes with the branding and styling included.
Feedback + Iteration
For the remainder of the project, bi-weekly meetings with the client were held to understand and brainstorm more user flows, design more views and add new/more functionality. Prototype was updated each time to showcase work to client. After each meeting, iterations were made and reviewed in the next one.
Next Steps: Validation Through User Research
We are at the point in the process where we will conduct user research to validate the designs and to iterate based on feedback.
Researched different ways to pay and manage bills, earn and use rewards, choose payment plans, view transactions history...
Bank of America
Chase
PayPal
User Flows + Personas + User Scenarios
User flows
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Kathy is a young professional who is always out and about. She wants to be able to pay all of her bills fast and easily right from her phone. She also has accrued a large sum of medical debt from a previous car accident in which she wants to be able to affordably pay on time each month.
William is a retired business man who has made a great living for himself and his family. He likes to give back to his community and to his favorite charities as much as he can. He wants a way to easily donate to a group of people or friends / family to help alleviate any debts they may have.
Personas
Initial Low Fidelity Wireframes
Bill Pay & Rewards - First Pass
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First Iteration
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Second Iteration
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Current High Fidelity Wireframes
(not all views are displayed)
Bill Pay and Rewards - Non Registered User
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Bill Pay and Rewards - Registered User
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Make a Donation Prototype - Desktop
Next Steps
We have just finished designing the Bill Pay / Rewards mobile site and Make a Donation desktop screens and are ready for User Validation Testing. We will conduct multiple sessions to test the designs with a group of users to validate the work and get feedback and insights.
*I left Catalyst UX before the project was completed and handed off.
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