We transformed a slow, outdated bill payment experience into a faster, smarter, and more user-centric feature that boosts customer confidence and retention.
The redesign introduced instant payment capabilities, recurring bill subscriptions, and clear notifications—aligning with users’ real-life needs and expectations. By simplifying complexity on the backend and delivering clarity on the frontend, we laid the groundwork for broader adoption and long-term engagement with the feature.
The Mauritius Commercial Bank (MCB) is one of the leading financial institutions in the region, offering a wide range of personal and business banking services. MCB Juice is their flagship mobile banking app, used daily by thousands to transfer funds, check balances, and pay bills.
The project began when MCB partnered with a third-party provider (MIPS) to support real-time bill payment and customer notifications. At the time, most billers still relied on a legacy system, requiring 2–3 business days to reconcile payments. The bank needed to merge old and new systems while improving the overall experience for users. I was brought in as the sole product designer to lead this transformation.
Note: This project is under NDA, and specific technical or strategic details cannot be disclosed.
The work was carried out in multiple phases, focusing on enhancing usability and adapting the experience to support both legacy and modern biller systems. My role involved:
Reviewing and auditing the existing “Pay Bills” journey
Collaborating with engineers, business analysts, and solution architects
Designing new flows for instant payments, subscriptions, and notifications
Mapping out error and edge cases
Conducting remote user testing and iterating based on insights
Creating a biller categorization system for better discoverability
Ensuring clarity in the UI where instant and delayed payments coexisted
This approach balanced user needs with technical realities, ensuring a seamless experience across systems.
The new Pay Bills experience made it easier for users to:
Subscribe to billing accounts
Receive real-time notifications for due and overdue payments
Instantly pay with supported billers
Identify and manage their billers from a unified dashboard
The feature was released in phases, with the subscription model and payment flow launched ahead of the notifications layer, which was dependent on other squads.
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