UNDERSTANDING THE PROBLEM

Our research focused on developing a digital bill-paying experience that is accessible for all users. Using the internet has become embedded in every aspect of our day-to-day lives, but for disabled people it can be very challenging. According to a Pew Internet Project, two percent of American adults say they have a disability or illness that makes it harder or impossible for them to use the internet. While technology exists to mitigate these accessibility issues, too few apps utilize them. 

There are programs and grants for disabled people who need financial assistance in paying bills, but nothing for the actual process of paying bills which can be time and energy-consuming, if not completely inaccessible for many people.   

Gathering Insights

The goals of our user research were to determine how our target audience is paying bills and what could be done to improve that process. We wanted to be able to answer these questions:

1. What tools are being used?

2. How independent is the process? How independent should it be?

3. What are the most frustrating parts of the process?

Our research, which included competitive and comparative analysis, an English and Spanish language screener, contextual inquiries, and user interviews, revealed that:

1. Most users don’t receive SSDI or support services. Only 40% of respondents received benefits and respondents who did not receive benefits noted equal levels of stress. Less than 40% of respondents used household cooking, cleaning, or support care.

2. None of the top financial apps are accessible to screen readers. Additionally, none had accessibility options in their settings.

3. Bill paying is still stressful for those using autopay. Users who noted that they used autopay as a method to pay their bills did not note lowered levels of stress compared to respondents who use other methods.

Vision & Solutions

From these findings, I identified four key user stories:

1. Frustrations. Primarily, users are overwhelmed by the process or they are forgetting about the bills altogether.

2. Habits. The majority of users had a habit of paying bills on their phone or computer, alone, within five days of the late-fee implementation date.

3. Needs. Users noted a desire for not only a bill due reminder but a reminded for when money has been removed via autopay.

4. Solutions. Users are relying on autopay and automatic reminders, regardless of app.

Additionally, I found four major takeaways:

1. A screen reader accessible experience is needed

2. Users, regardless of the type of disability, struggle with remembering and putting off paying their bills

3. Computers and phones are being used to pay bills at similar rates

4. Independence is a highly desirable trait in these experiences

Development

Based on our research, we recognised three key users: the busy professional, the college student, and the independent. Rather than focusing on one type, we allowed for customizability that allowed our product to function for all three user types.

Designing for blind and visually impaired users presented a required a new approach. We focused on high contrast and readability above aesthetic appeal. Above all else was the need for this product to be screen reader accessible.

Takeaways & Next Steps

Both an app and web-based experience is essential for disabled users to pay bills. Both must be screen-reader accessible and offer a wide variety of customizability options.

We will look into creating a resource library listing the grant submission process for utility bills. Additionally, we would focus on a wider variety of bills.

Finally, we will be implementing financial literacy tips alongside the website, either through articles or videos. Financial literacy is not the only thing holding disabled people back financially, not by a long shot, but it may be especially beneficial for users who have recently left home or an institution.