🧾 Digiturk – Easy Bill

🧠 The Challenge

Digiturk users were receiving printed invoices, which often went unnoticed, leading to payment delays and customer service calls. The company aimed to:

  • Reduce the use of printed invoices
  • Encourage digital billing adoption
  • Offer a simple and accessible mobile experience

 

🎯 The Goal

Design a mobile billing webpage that allows users to:

  • Quickly view and understand their bill
  • Pay via a seamless redirect to Digiturk’s payment portal
  • View key billing details like discounts, content charges, and multiple device usage

 

💡 My Role

As the Senior Product Designer, I led the end-to-end design process:

  • Conducted research and data analysis
  • Designed wireframes and prototypes
  • Facilitated stakeholder reviews
  • Ran user testing sessions
  • Finalized and delivered developer-ready designs via Zeplin

 

🔍 Discovery & Research

To understand user needs and billing complexities, I gathered real printed invoice samples from the finance department. A key insight emerged:
📌 Users with multiple set-top boxes had vastly different invoice structures, requiring a design flexible enough to support both single and multi-device households.

🎨 Design Process

1. Wireframes & Mockups

Created separate flows for single vs. multi-device households. Focused on:

  • Clean visual hierarchy
  • Clear CTAs
  • Collapsible sections for advanced details
2. Prototypes

Interactive prototypes were built for usability testing and stakeholder alignment. Feedback led to refinements around terminology and grouping logic.

🧪 User Research & Testing

I interviewed 8 Digiturk users with targeted usability tests. I explored areas like:

  • Information hierarchy and clarity
  • Actionability of CTAs
  • Understanding of billing terms like “Additional Services” vs. “Packages”
  • Preferences on invoice details and grouping

🟢 Prioritized insights were identified and validated in collaboration with stakeholders.

 

✍️ Key Research Questions

  • Is the total amount to be paid clear and prominent?
  • How should discount campaigns be shown for clarity and trust?
  • Are users confident in taking action (e.g., clicking “Pay Now”)?
  • Should users see all the invoice details or just a summary first?

🎨 Design Process

3. Visual Design

Finalized high-fidelity designs in Sketch and handed off via Zeplin.

  • Used Digiturk’s brand palette for consistency
  • Ensured accessibility and responsive behavior
  • Created reusable UI components for scalability

📊 Results & Impact

✅ +50% increase in user engagement with digital invoices

✅ -25% drop in invoice-related user complaints

✅ Created a design system foundation for future Digiturk mobile tools

 

🧠 Reflections & Learnings

This project reinforced the power of user research and iteration. Small interface tweaks, like changing terminology and adding tooltips, significantly impacted usability. I also learned the value of cross-functional collaboration, especially with finance and customer support teams to deeply understand the problem.