Can now stay on top of Optus bills confidence with an updated "Payments" section features and clear information hierarchy.
Optus app users face difficulties locating and understanding their billing information and payment options. This leads to confusion, missed payments, accidental duplicate payments, and frustration due to unclear payment processes and a lack of alternative payment methods when facing insufficient funds.
"Two payments were made in a month from wife's bank because optus shop didn't explain when she got a new phone. She thought she need to pay. Instead, it's automatically deducted out of her bank. So we called Optus about it 3 times after waiting in queue for over an hour each time." ~ App store review
"Optus service itself has been great, but we need to be able to pay our accounts directly if there are insufficient funds in my account for some reason." ~ App store review
For the Optus app redesign, we focused on transparency by simplifying the billing information and payment processes, directly addressing user pain points like accidental duplicate payments. This clarity is expected to reduce support calls and improve the overall user experience by making key components like input fields, onboarding, notifications, and cards (lockups) more intuitive. The goal is to empower users to easily understand and manage their accounts, fostering a stronger sense of trust and control.
Transparency: We redesigned the billing section to clearly communicate payment due dates, amounts, and transaction history, aiming to build trust by giving users a complete and easily understandable view of their financial obligations.
Behavioural Impact: By simplifying the payment process and providing clear, concise information, we anticipate a significant reduction in support calls related to billing issues, freeing up both customer service representatives and users' time.
UI Components: The redesign features streamlined input fields for payment information, an intuitive onboarding process for new users, timely payment notifications, and payment cards (lockups) for different account sections, all contributing to a more user-friendly experience.
Next Redesign
