Online Billing for BT Business

The vast majority of calls to BT helpdesks are billing related. For business customers in particular, paper bills can be lengthy, difficult to analyse and expensive to produce with a negative impact on the environment. Businesses with numerous accounts requiring an in depth analysis of their bills were sent CDs containing spreadsheets. These were imported into bespoke applications running on the users desktops so that they could analyse their call usage.
My task was to redesign the BT Business billing pages to offer comprehensive analytics online and provide users with an easy way to manage and settle their bills.

My approach was as follows:
I began by looking at data from the Customer Services helpdesk to better understand the issues that customers faced and why they were contacting the helpdesk to resolve their issues.
Once this was complete, key journeys were prioritised and used as a basis for defining the taxonomy and information architecture of the billing pages.
The deliverables took the form of annotated wireframes and prototypes and were reviewed on an almost daily basis with key stakeholders.
Interactive prototypes were created for key journeys and a set of scenarios developed for user testing. User testing was lab based with existing BT Business customers. Results from the user testing was fed back into the design with further iterations taking place.

User flow

Sketchy wireframe

Sketchy wireframe

Sketchy wireframe