Bill payments, from seven steps to two
Ledgerline helps 2M customers pay utility and card bills. Paying took seven steps, and late fees were common. We rebuilt the bills home around a single question: what do I owe, and when?
Role: Senior product designer
Steps
7→2
to pay a bill, down from seven
Repeat payments
+31%
customers paying again the next month
Late payments
−19%
bills paid after the due date
New default
Slide-to-pay became how most bills get paid
Measured three months after launch
(01) The problem
Paying one bill meant finding it, checking the amount, picking an account, confirming twice and waiting for a code. Many people gave up halfway and paid late.
7
steps to pay one bill
42%
of payments abandoned midway
1 in 5
support chats asking if a payment went through
(02) Approach
Four steps, each with a number we agreed on before we started.
01 · Map every payment
We traced 200 real payments from reminder to receipt to see exactly where people stopped.
02 · Show what's due first
The new home lists bills by due date, with the amount and a single Pay button.
03 · Test one gesture
One gesture replaced two confirm screens. We tested it with 24 customers before building.
04 · Ship in slices
The bills home shipped first, then slide-to-pay, then instant receipts. Each slice had one metric.
(05) Kind words
Joana Pires
VP Operations, Crewdock
Tom Keller
Engineering Manager, Ledgerline
Aisha Naidoo
Head of Product, Tendwell
“Her specs answered the questions my engineers would have asked. We shipped the bill-pay redesign in two sprints, not five.”
Tom Keller · Engineering Manager, Ledgerline
