Bill2Pay KeepTRAC™

The Opportunity

KeepTRAC™ is a digital customer engagement platform for utility companies that integrates utility bill presentation, payment processing and customer engagement in one user-friendly, easy-to-navigate web portal.

From monthly usage reports to payment history, utility customers like to access various types of information — and users should be able to explore their profile from one central location. With multiple levels of data to organize, we needed to create an experience that presented the most important, time-sensitive data first (such as the current month’s billing details) while allowing users to easily make payments, access past payment history, and update their information. We worked alongside Bill2Pay to optimize KeepTRAC™’s user flows and information architecture while also enhancing the overall visual aesthetic of their payment portal.

The Realization

KeepTRAC™ is the central hub for a significant amount of information about the user and their utility accounts. We needed to decipher the hierarchy of data in order to present the most important information to the user first, while keeping the secondary data just a couple of clicks away. The client also wanted to provide a way for utility companies to slightly customize the look of their portal to make it more inviting to users once they log in.

Since the platform is used by several different types of utility customers, from homeowners and business owners to landlords with multiple properties, we had to think through several scenarios to come up with the best way to display data to these user groups. We also had to develop an option for users that just want to pay their bill quickly, instead of taking the time to create a profile.

The Results

We created a responsive dashboard that displays the most important payment information front and center, along with a small snapshot of the user’s account information. We developed a sidebar navigation that is organized into five easy-to-identify sections that help the user dive deeper into their data. The top of the page features a header with a full-width banner image that the utility company can update, depending on the location of the user along with the name of their location.

The login page features an express option for users who just want to make a one-time payment without creating a profile. Similar to ecommerce platforms, we provided an option at the end of the payment process to easily create a profile using all of the information that the user just provided — thus creating a faster, streamlined user experience for subsequent site visits