Making bill payments instant on MCB Juice

Bill payment was slow and outdated. Most billers operated on legacy systems that needed 2 to 3 business days to reconcile a payment. A new real time payment system had to work alongside that existing infrastructure while the experience improved rather than fragmented.

MCB partnered with a third party provider, MIPS, to support real time bill payment and customer notifications, which meant designing across old and new systems at the same time.

• Audited the existing Pay Bills journey end to end
• Worked alongside engineers, business analysts and solution architects
• Designed flows for instant payments, subscriptions and notifications
• Mapped error states and edge cases explicitly
• Ran remote usability testing and refined iteratively
• Built a biller categorisation system so billers were actually findable
• Made the interface distinguish clearly between instant and delayed payments

• Customers can subscribe to billing accounts and manage them from one dashboard
• Real time payment notifications where the biller supports them
• Instant payment with supported billers, with slower rails clearly signposted
• Phased rollout that shipped subscriptions and payments before the notifications layer

• A faster and more intuitive bill payment experience
• Greater customer confidence in payments landing, supporting retention
• Backend complexity simplified and frontend clarity improved
• A foundation for wider adoption and longer term engagement