MBiller: Bill Payment and Wallet UX

Bill Payment App: Senior Product Designer, April 2022–December 2024.

Senior Product Designer, April 2022–December 2024. I redesigned the onboarding and transaction flows for a consumer bill-payment and wallet app, making payments 40% faster and increasing successful wallet funding by 25%.

Senior Product Designer (contract)

My Role

Mobile (iOS & Android)

Platform

Onboarding, Fund Wallet, Pay bill.

Focus

40% faster payment completion

Outcome

The Business Stakes

Bill payment and wallet apps live or die on transactional friction. Every extra step in a funding or payment flow is a drop-off risk, especially for users with lower financial literacy or older devices, who make up a meaningful share of this product's users. Users with lower financial literacy or older devices, who make up a meaningful share of this product's base.

My Role

I owned UX end-to-end for onboarding and transaction flows, applying WCAG accessibility standards throughout to keep the experience usable across device types and literacy levels.

The Hard Problem

Shorten the wallet-funding flow without removing the verification and compliance steps that had to stay. The tension was between speed and safety requirements that the product legally couldn't skip.

Key Decision

Removed Unnecessary User Friction: Audited all five steps of the funding flow to separate legal requirements from unnecessary friction, reducing the journey to three steps.
Repositioned Verification for Better Flow: Moved verification to lower-friction moments in the journey instead of making it a blocker just before completion.
Balanced Speed with Accessibility: Maintained consistent accessibility patterns throughout the simplified flow, ensuring it remained easy to use for less digitally literate users.

Solution

I rebuilt wallet funding from five steps to three. Amount entry and verification became one combined step, and the required compliance checks moved into it instead of sitting on a separate blocking screen just before completion. The same regulatory requirements are still met; they're just no longer their own interruption. The accessibility patterns carried through unchanged, so the shorter flow didn't get harder to use.

Impact

Wallet funding reduced from 5 steps to 3

40% faster payment completion
25% increase in successful wallet funding

Reflection

With more time, I'd have set up more detailed funnel analytics from the start. I can point to the overall lift, but I'd like to know which of the two removed steps contributed most, so the next optimization could be even more targeted.