My TELUS - Billing Redesign
Billing Page Redesign
Nascent Digital for TELUS
Role: Senior Product Designer
Responsibilities: Leading user research, wireframing, low and high fidelity prototyping, support hand-off and development of features, and any other design related tasks.
Problem statement
users are having trouble understanding their bill. This is leading to lots of customer service calls and unhappy customers.
Main objectives
Business
Reduce the amount of customer support calls by making the billing experience easier to understand
DESIGN
Simplify the billing experience
Make self-serve actions more accessible to all users
Introduce the new TELUS brand guidelines to the app
Key solution elements
Make the bill easily understandable
Simplify the bill breakdown and allow customers to reveal
more information when necessary
Empower customers to take control
Customers should not feel or be caught off guard
at any point of their journey.
Expedite simple tasks
Reduce the amount of time and effort required for a
customer to complete quick tasks
Promote trust with our users
The billing experience should increase our users’ trust in our
brand and the service they are paying for
Initial Exploration
User Testing
Throughout this project we conducted 3 different user testing sessions and one A/B test. Below is a summary of the two main user testing sessions.
User Testing 1
User testing 2
Final Design
Bill Landing Screen
We were able to keep the bill landing screen clean and to the point while still including TELUS’ new branding guidelines to it.
Bill breakdown Screen
The bill breakdown was moved to its own screen so users can focus on finding the information they need
