Bill Payment Feature
at Zest Money
Role: Product Design Intern Timeline: October 2021 to December 2021
01
Background
As a Product Design Intern at Zest Money, a leading Indian fintech company renowned for its "buy now and pay later" strategy, I was entrusted with the task of revamping the newly introduced Bill Pay feature on the consumer app. Zest Money's mission of financial inclusion and accessibility guided our efforts to create a more user-friendly and efficient payment experience, ensuring that users could manage their finances with ease. This case study provides insights into the research, design, and implementation processes that led to a more intuitive and user-centric payment solution.
How
Might
We ?
enhance the relevance of the Zest app in users' daily routines and familiarize them with the buy now, pay later scheme
02
Objective
Develop a comprehensive bill payment and management platform, leveraging ZestMoney's core "buy now, pay later" strategy, to provide users with a seamless and centralized solution for bill payments and credit-based transactions.
03
Why build it?
Develop a comprehensive bill payment and management platform, leveraging ZestMoney's core "buy now, pay later" strategy, to provide users with a seamless and centralized solution for bill payments and credit-based transactions.
1
To Increase the relevance of Zest in user’s day-to-day lives by active brand recall and thereby increasing user engagement
2
Build confidence and push product adoption of higher ticket sizes among new users in order to increase the loan-to-value of a Zest user.
3
New users can begin with small bill payments, gaining confidence in our services, and eventually explore our broader range of credit products
4
With the massive adoption of BNPL and competition from existing players, this acts as a differentiating factor aiming to improve retention.
04
Target users
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Our target audience encompasses three distinct groups. Firstly, we have
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Existing Zest users who already possess an active credit limit
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Individuals seeking an efficient solution for bill payments while also requiring access to credit
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Individuals who have previously experienced payment delays and incurred associated fees, with the goal of transitioning them into more efficient payment practices.
05
Insights
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Six out of ten people are anxious about their bills, and almost half (46 %) pay them late
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An average metro city resident in India pays 7 bills online, tier 2,3 and 4 cities pay three to four bills online. The total bill of each household, roughly equates to Rs 700 every month. Thus bill payments is a great way to capture the growing millennial and Gen-Z audience to use credit limit frequently. Our aim was to make Zest the go to platform for day to day bill payments
Apart from this, we conducted a comprehensive review, interacted with people and watched videos to examine the prevailing conventional methods that individuals commonly utilize for bill payments
06
User flows
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We divided the use cases for existing and new customers and mapped out their journey to illustrate the sequence of steps a user needs to take to complete a task or reach a goal.
For a new user
For an existing user
07
How would a new customer pay a bill?
To enhance user engagement and educate both existing and new users, we plan to introduce a new entry point within the top carousel on the homepage. By prominently featuring a novel icon accompanied by playful push notifications, we aim to encourage user adoption. Notably, the arrangement of icons in the carousel will be tailored to individual user preferences, ensuring that the "monthly bills" icon's placement varies based on each user's personalized experience.
08
Prompting user to autopay upcoming bills
Autopay handles bill payments automatically by deducting the bill amount from the user's available credit limit. This seamless process not only guarantees timely bill payments but also fosters user retention, encouraging them to stay with us for an extended period.
09
What's different for an existing user?
Existing users can easily access their complete payment history via Zest, which includes essential details such as payment dates, amounts, BBPS transaction IDs, and an option for assistance if needed. Additionally, custom reminders are available for payments where autopay has been disabled.
10
Raising a complaint and seeking help
To facilitate a user-friendly complaint process, simply navigate to the bill details screen and initiate a ticket request. Once raised, you can conveniently monitor the ticket's status by accessing the 'All Tickets' section.
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