Bill Pay
Timeline
Nov 2023- Present
Role
Product Design (App & Web)
Tools
Figma, Figjam, Askable
Company
Prospa
Bill Pay is an engagement-driven feature that empowers business owners to seamlessly manage and automate bill payments using Prospa's products
I led the end-to-end mobile and web experience, creating a cohesive UX across mobile and desktop. Through user testing, research, and stakeholder collaboration, I delivered an optimised MVP and further iterations.
Post-launch, I’ve been refining the feature based on user feedback and adoption data, driving continuous improvements to boost engagement and adoption.
Managing business cash flow shouldn’t feel like a full-time job
We uncovered key challenges and opportunities, highlighting inefficiencies in bill management and the potential to enhance customer engagement and revenue through streamlined solutions.
Help customers automate bill payments and manage cash flow efficiently through flexible funding options
Success metrics:
✅ Target adoption rate: 25% within the first 3 months
✅ Customer engagement: Monthly active users (MAU) growth of 10-15%
✅ Bill scheduling: At least 10-15% of users schedule a bill in their first session
The Prospa Design Process is an iterative framework that helps teams collaboratively solve problems, focusing on user understanding and continuous improvement
I led the end-to-end design of the app, collaborated on the web design, and now manage the process, driving continuous improvements based on customer data insights.
Reassessing strategic direction and customer value proposition
Identified research gaps and market shifts, refining Prospa’s value through competitor analysis. Developed a strategic approach by integrating funding and payment options to shape a customer-aligned UX flow.
Mapping a UX flow rooted in customer needs
I mapped the UX flow by embedding customer needs and key actions to create a seamless, value-driven experience that benefits both customers and the business.
Creating low-fi wireframes for rapid UX alignment
I developed low-fidelity wireframes to drive team discussions, challenge outdated approaches, and align on key UX screens—focusing on adding bills, reviewing bills, bill details, and organising the dashboard by bill status.
Designing hi-fi screens for usability testing and validation
I designed high-fidelity prototypes to test usability and validate key UX decisions, collaborating closely with the PM, EM, and a product designer. This refined the core UX while optimising the experience for web users.
Conducting usability testing with small business owners
I created a research plan, including a discussion guide and tasks, and facilitated usability testing with a product designer, engaging six small business owners to validate the feature’s usability and concept.
Synthesising usability insights and presenting key findings
I analysed key themes from usability testing, created a report, and presented findings to the team.
Defining MVP scope and fast-follow features under tight deadlines
I collaborated closely with the PM and engineers to define the MVP and fast-follow features, making quick, informed trade-offs under tight timelines. This agile approach strengthened teamwork and sharpened my communication skills.
Finalising Hi-Fi screens for implementation
I helped refine and complete hi-fi screens to ensure a clear, streamlined Day 1 flow, aligning with the team for seamless implementation and delivery.
Gauging user interest for app launch
To support the web-first launch of Bill Pay, we displayed a banner in the app. Over 1,000 users engaged, with 75% spending 2 minutes on the "Learn More" page, showing indication of interest in the feature.
Success metrics after launch
Early engagement data reinforced our decision to launch Bill Pay on the app, boosting adoption, improving the user experience, and strengthening our cash flow solution on the go.
1. Adoption Rate (Target: 25% within the first 3 months)
🟡 Needs improvement – 13.9% created a Bill Pay email inbox. Strong initial uptake, but better onboarding and clearer value messaging are needed.
2. Customer Engagement (Target: 10-15% MAU growth)
✅ Exceeded – Digital MAU grew by 44%, confirming high user interest.
3. Bill Scheduling (Target: 10-15%)
🟡 Needs improvement – 8.4% reviewed their first bill. Increased activation efforts could boost scheduling rates.
Bills snapshots
To enhance the homepage for customers' cash flow management, I introduced bill snapshots as a first step, serving as both an entry point to the Bill Pay feature and a key element of the insightful dashboard experience.
Email bills
Introduced automatic bill scanning via email forwarding to Prospa. Through collaboration with a product designer and UX copywriter, we simplified instructions and updated the CTA to “Copy Email,” improving clarity and guiding users to the next step.
Confirm and schedule bills
After emailing bills, customers get a push notification and in-app alert to review details, making it easy to schedule payments using flexible funds or their business account.
Bill details
Designed bill details with status-based actions and clear alerts, ensuring users stay on track with their schedules and streamline business admin effortlessly.
User feedback and strategic workshop for enhancement
We identified lower-than-expected adoption and are actively refining the experience through two ongoing, data-driven approaches:
1. User survey for insights
We are gathering feedback from users who initially engaged but later dropped off to uncover key pain points and usability challenges, informing our next iterations.
2. Leadership workshop
We are collaborating with leadership to explore strategic improvements, aligning on ways to enhance usability, reposition the feature, and drive engagement.
