#1 Improving Bill Payments in DBS Digibank App
How can we delight customers with the experience of monthly credit card bill payments?
Mobile App Redesign (28 Sep - 26 Oct)
Solo capstone project with Vertical Institute
Why credit card bill payment?
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Credit cards are one of the most frequent and routine touchpoints with bank customers, with 73% using them at least weekly and 91% at least monthly.
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Managing their cards can provide users a routinely positive experience (or a negative one). Trust is built in these everyday experiences.
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"Paying card bills" is the most common topic for customer reviews coming from app store & DBS website reviews.
Proposed Bill Payment Flow
Global bill payment flow whether users are paying DBS cards, other bank cards, utilities, taxes, etc
More prominent step-by-step review & confirmation page to ease users’ anxiety about paying via app
Easier flow for users to pay multiple bills (via “pay another bill”) or toggle between options (i.e. selecting the wrong card or wrong debiting account)
Explanation on what they are paying e.g. Pay Statement Due is easily accessible via (?) as they are making payment
Dashboard
Icons and cards made easier to see and find based on feedback
Most important information and workflows shifted to main screen for easy access
Simplified structure which allows user easier navigation in the app
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Remove irrelevant ads and replace with customised notifications to customer profile to front page.
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All bill payments (DBS card payment grouped together with non-DBS card payment, as well as other bills like utilities & taxes)
Reduced and simplified total number of main buttons & sub-screens
Settings button, show/hide button made more visible for users to customise app
Notifications tray made more obvious and easier for users to access
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Sticky global search bar so users can search for help, FAQs or more obscure functions easily.
Refined after usability test to be right on top instead of in the middle.
Before
After
Card Details
Main card details made easier to see (and hide when necessary)
Reduced navigation users need to go through to get to their key tasks
Prominent access to help and guidance
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Credit card details, bills due and recent transactions given more real estate for easier reference
Show/Hide card details is added for user privacy while allowing details to be more prominent
Shifted items that users tend to ignore or need to sidestep to get to their most important info like “carbon footprint”, month-to-month spends and “payment controls” away
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Simplified access to card info - instead of opening and closing tray and needing to scroll for more info, it is displayed on the same screen
Removed potentially confusing terms like “current” or “unbilled” and consolidated all transactions to a dedicated sub-page
More emphasis on displaying info graphically to be more intuitive (e.g. amount used from limit)
“Pay Bills” is intended to be a global workflow as users said current “pay card bill” is confusing and cumbersome to navigate to
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Easy Access to Bill & Fees explanation for “Finance Charges” or “Payment Due”
Sticky global search bar allows users to search for more help such as step by step guide to bill payments for users who prefer traditional methods
Before
After
Bill Payment
Consolidation of all bill payments into one flow
Simplified structure which allows user easier navigation in the app
-
Remove irrelevant ads and replace with customised notifications to customer profile to front page.
-
All bill payments (DBS card payment grouped together with non-DBS card payment, as well as other bills like utilities & taxes)
Reduced and simplified total number of main buttons & sub-screens
Settings button, show/hide button made more visible for users to customise app
Notifications tray made more obvious and easier for users to access
-
Sticky global search bar so users can search for help, FAQs or more obscure functions easily.
Refined after usability test to be right on top instead of in the middle.
Before
After
Research Focus: User Perceptions & Usage Patterns
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To understand how users pay their credit card bills and their opinion of their current experience with DBS and other banking competitors when paying bills.
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Design audit done for DBS digibank, UOB, OCBC & Citibank as these have the largest customer base in Singapore.
Insights on the above banks, as well as Maybank, Stanchart and SMBC were elicited from interviews.
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Locals between the 24 - 58 years old selected to cover a range of working adults who would use the banking app and pay off credit cards regularly.
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As a lot of information came out from initial research phase, this was organised into user stories and jobs to be done on cards.
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Research question was narrowed down from “How might we delight and retain customers via the experience of managing their credit cards?” to “How might we delight customers with the experience of monthly credit card bill payment?”.
Customer Concerns
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![Young Businessman]()
Darren, 38, Business Owner
“I always see a credit balance in my account but when I don’t pay, then I owe money to the bank. I don’t understand the statements at all.”
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![Older Woman]()
Sally, 55, Civil Servant
“I’m scared to press next, I don’t know what will happen to my money after I press, so I prefer to go to AXS machine.”
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![Young Graduate]()
Chloe, 24, First Jobber
“I wish there were an integrated view for credit cards. I’m never sure if I’m hitting the minimum spends and transaction categories are correct, so I track everything in excel.”
Key Insights