Just from the users perspective, some thoughts and experiences concerning usability…
I have to pay my phone bill every month. It is one for phone, internet, and everything, but it needs to be payed. It is mostly used for the company, so it is paid by my company and I need a proper invoice and the bits of information for how to pay it via e-banking.
Now I get an email every month telling me they want money and I want to pay it. That is not too hard, because the email already contains the information and it is also relatively easy to find on the web site.
But then I need the invoice. When I go to the web site, there are different worlds, like private, small business, big business. It is necessary to log into the right one, and if for historical reasons an account exists for „private“ that is an dead end.
Then it is finally possible to find the money that needs to be paid. But then again, the obvious path leads to the payment information without the link to the PDF of the invoice. It is a dead end.
The web site does have a beautiful design and provides a lot of information and services.
But why don’t they make it really a matter of seconds to pay my bill and printing the invoice? That is the only thing I really want and need to do every month. And it is a bad experience each time. Because I forget how to do it after a month and it is not easy and obvious enough. The invoice could be attached to the email or there could be a link that leads directly to the invoice. Plus another link for whatever else they want to show me, if they like… I can easily ignore that second link most of the time.