Billing and payments
Aiming to lower call numbers by improving the customer’s online experience around billing, this was one of the most complex areas.
During my time with this team, I optimised the process for customers to view and pay their bill by simplifying the process, encouraging them to pay their bill on time, manage any overdue amounts if their bill was late, helping them avoid accumulating debt and giving them a clear way to rectify this.
Home move bill explainer
The most influential project I worked on.
The first bill a customer gets when they move home is more complicated than most. We used an Instagram-inspired design to explain the additional charges.
Non-Direct Debit customer with a moving charge
Direct Debit customer who doesn’t have a moving charge
Direct Debit customer with a moving charge
Direct Debit customer
