The challenge
Clients need to go to kiosks or use other digital offerings to pay their bills. Currently, Nedbank's existing users are able to pay their bill recipients using Electronic Fund Transfers (EFT) and debit orders, but they are not eligible to earn reward points through these solutions. From a User Experience perspective, we needed to design and cater for users who frequently pay their bills and would like to be rewarded for doing so. Additionally, we also had to explore how this feature would be housed in Nedbank's digital banking ecosystem and how this would not be confused with EFT and debit orders which offer the same sort of functionality.
The solution
We began with understanding the problem through several workshops with stakeholders. We used the workshops to dig deep into understanding how to frame the value proposition to users and make the Bill Payments feature desirable and feasible at the same time.
The results
From the feedback which was provided to us, we began with designing the flow as per the requirements for the Minimum Viable Product (MVP) release. The flow had to go through several iterations based off feedback from user testing sessions and guerrilla testing conducted by myself.
Next steps and lessons learnt
The feature is currently in development and we are preparing to release an MVP to existing clients in 2022. What I have learnt from this project is that constant delivery is important, especially if you as a team are planning on following an agile way of work. What helped me to understand is through holding multiple workshops with stakeholders to ensure that I was aligned with their requirements for the project.