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Problem Statement: How might we make digital payments more convenient for non-digitalists (and digitalists who can’t sign in) to increase digital payments by cardmembers.

Team Size

Here's everyone who contributed to EasyPay to make the project a success. It took a mix of UX, an agile team, and business stakeholders.

  • (1) UX Designer
  • (1) Copywriter
  • (1) Business Strategist
  • (1) Systems Analyst
  • (1) Product Owner
  • (1) Compliance
  • (1) Information Security
  • (1) Project Manager
  • (1) Scrum Master
  • (2) Front-end Developers
  • (2) Back-end Developers
  • (2) Quality Assurance Testers
  • (1) CMS Developer

Project Duties

  • Leading Design Thinking Exercises
  • Leading Design Sprints / Meetings
  • Problem Statement
  • Competitive Analysis
  • Personas
  • Flows
  • Scenarios
  • Low Fidelity Designs
  • High Fidelity Designs
  • Prototypes
  • User Testing (moderated and unmoderated)
  • UX Specifications and Documentation
  • Accessibility for WCAG 2.1 Level AA


To understand our audience for EasyPay, I created personas to match who we’re designing for. Agnes is our non-digitalist that pays via check, Miles is our digitalist that is always on time with his payments, but has issues signing in, and Justine is our digitalist that is going through collections.


I researched competitive examples to see how other businesses approached and solved the problem.

Scenarios & Flows

I created scenarios and for the different users that will be using EasyPay. Scenarios and flows are an easy way to help communicate with business partners about all the moving parts of a project.


An example of a design thinking exercise I led — we split into 3 teams and sketched how we envisioned EasyPay to work.


Using wireframes and low fidelity design I can start to iterate on our problem statement to solve the businesses goals.

High Fidelity Design

Using the sketches and wireframes as my guide, I then can start on visual design to show polished designs of the product.


Prototypes are created to help with user testing. They're meant to mimic the real experience a user will see in production.

User Testing

I moderated user testing to interview users about why they pay via mail and phone and then watched them use the prototype to see obstacles and challenges they experienced.


UX Specs are created to document every decision for the agile team to absorb. These requirements included accessibility WCAG 2.1.


Teaming up with the agile team to see if anything shakes out while in development before the October 2019 install.


Leadership wanted to push this as a new and exciting digital capability that they can use for press releases. We took it back to the drawing board to see if we could make it more innovative and new.


Check out the production version comenity.net/easypay.