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disclaimer
This document has been prepared for Faster Payments Scheme Ltd by Eclipse Experience Limited. This document is only
for information purposes and the users of this document shall use or refer to this document entirely at their own risk, with
no recourse to Eclipse Experience Limited or to Faster Payments Scheme Ltd in any manner whatsover. Eclipse Experience
Limited and Faster Payments Scheme Ltd further make no representation or warranty as to the completeness or accuracy
of the information contained in this document. Eclipse Experience Limited and Faster Payments Scheme Ltd disclaim any
and all liability for any and all claims or losses whatsoever or howsoever caused, to any third party arising from reliance in
any way on any part of this document or by anyone who may be informed of any of its contents. Each recipient or user is
entirely responsible for the consequences of its use, including any actions take or not taken by the users/recipient based
on this document. Assumptions, opinions and estimates expressed herein are subject to change without notice.

request for payment a user-centred service concept 2

foreword

“We all want more control

of our finances”
In today’s society, there is a general (and to personal cash flow and returned channels for payers and billers, and takes
not unreasonable) expectation that we can payments and unpaid bills can result in a into account security and data protection –
do most things 24 hours a day, seven days lose-lose situation. and we are now focussed on working with
a week. Banking certainly falls into this stakeholders to discuss and validate our
category, with the Faster Payments Service Only the person paying a bill can have ideas further.
underpinning near real-time mobile and full visibility of their own cash flow and
online banking payments for millions of finances – so it makes intuitive sense that, We have asked Accenture to conduct
people and businesses - whether it’s 9.30 even with a fixed payment date, greater an in depth analysis of the economic
am on Wednesday morning, or the middle flexibility for payers will result in fewer benefits of a Request for Payment
of the night on the Saturday of a Bank missed payments and better outcomes all service outcomes of which are published
Holiday weekend. round. This insight gave birth to the idea alongside this report in Economics of
of Request for Payment, a user-centred Request for Payment. This report quantifies
The convenience to make payments at service that addresses the needs of the economic benefit to payers, the billers,
any time has already played a major part payers, delivers value to billers and has a the Payment Service Providers and the UK
in giving more control to customers of all positive impact on the UK economy as a economy.
shapes and sizes. The popularity of this whole.
new way of doing things is underlined by The findings of both pieces of work were
the fact that, since being set up in 2008, Meeting the needs of users is foremost shared with the Payments Strategy Forum,
Faster Payments has processed more in the success of any mooted payment and received well, to support their desire
than 6 billion payments worth more than innovation and I would like to thank Eclipse to improve the end user experience of UK
£4,650 billion, with the service still seeing Experience for their expertise in user payments for all service users.
strong annual growth of 15%. research and the important contribution
they have made in developing the concept We will take these conclusions on how
It’s a self-evident truth that the growth that is outlined in this report. The real-time the Request for Payment service could be
of Faster Payments has been led by the infrastructure used for Faster Payments delivered to payers and billers and use this
demands of the people and businesses has the potential to complement any new to help architect an overarching solution.
that use the service. One of the major service. Moving from a system where
benefits of being able to make payments billers say “we will take £x on this date” We would welcome any feedback or
outside business hours is the additional to one where they say “please arrange to observations you have in respect of
control offered. And yet that flexibility on make payment in the most convenient this report or the Request for Payment
timing, while powerful, isn’t a panacea way by this date” would offer greater service in general please contact us at
offering total control – what if I have flexibility and control to anyone that needs development@fasterpayments.org.uk
enough money to pay part of a bill now to pay a bill. As outlined by the research in
and part later, but there is no way for this report, this could be particularly useful We all want control of our finances.
the company I’m paying to reconcile the to people with irregular or lower incomes. Request for Payment has the potential to
payments without a ‘final demand’ getting be a great way of making that happen.
in the way? A Request for Payment service could help
customers manage their bill payments
One popular existing way to pay regular and cash flow more effectively, support
bills is through the Direct Debit service, individuals with their financial decision
whereby permission is given to a trusted making, and even create a better channel
biller to take a notified amount on a for direct dialogue between payers and
certain date. And yet, in a world where billers, enabling a more personalised
we’re used to being able to make flexible customer service experience. We are
amendments in real-time, the control excited by the possibilities - it is essential
rests with the biller rather than the payer. that any Request for Payment service is
All it takes is an unforeseen change designed to help improve communication

Craig Tillotson
Chief Executive, Faster Payments Scheme Limited

3
table of contents

request for payment a user-centred service concept 4

3 Foreword

5 Table of contents

7 Introduction

8 request for payment

10 insights and implications

12 The initiative

18 Insight

30 Service Concept

38 Open questions

40 Appendix

5
introduction

request for payment a user-centred service concept 6

Responding to a need for more
user-centred payment solutions
In January of 2016, Faster Payments a solution to Payer detriments around – up from £2 billion in 2014 (BBA, 2015).
came to Eclipse Experience with an greater control over payments, increased It is reasonable to expect smartphones
interesting challenge. They asked two key customer assurance and greater customer to take an increasingly central role in
questions. “How can we create a service financial capability. The service seeks to delivering holistic payment services over
that will allow companies (Billers) to send make a positive impact on Payers’ lives the next few years. UK consumers have
individual requests for payment directly while delivering real and measurable proved to be very open to adopting new
to their customers’ (Payers) mobile benefits to Billers of all types and sizes. products and business models from
devices?” And, “would Payers and Billers This is an ambitious and timely challenge banks as well as other service providers.
find value in equipping that service with for the following reasons. This openness is stimulating a demand
a flexible payment method that would for more disruptive and innovative
give Payers greater control over their bill The nature of work in the UK is changing. financial services.
payments?” They called it a Request for Many people are experiencing increasing
Payment service. irregularities in working patterns, making And finally, the UK Government is
them more susceptible to inconsistent committed to supporting innovation
Eclipse Experience specialise in cash flows. Latest UK figures have shown in financial services to strengthen the
understanding people’s needs, behaviours that 744,000 (2.4% of the population) UK’s position as the world’s preeminent
and motivations through user-centred people were employed on a zero-hours financial services hub. Regulatory changes
design research. Over the first half of contract in their main job (Office for in the payments industry, aimed at
2016, Eclipse and Faster Payments worked National Statistics, 2015). enabling payment service providers (PSPs)
together with consumers, diverse Biller to leverage the banking infrastructure, are
organisations, various senior leaders and In addition, self-employment is higher designed to stimulate more innovation and
experts across the industry to understand than at any point over the past 40 years. competition. We could see the number
the needs of Payers and Billers related A recent study finds that it is the fastest of payment service providers grow
to payments. growing form of employment in the further from the 1,500 already present
UK, along with the number of workers in 2015, and impact greatly current
The multidisciplinary team of consumers, dependant on zero-hour contracts (Office payment systems.
designers and researchers engaged for National Statistics, 2014). These types
with Payers, Billers and banks to design of employment often result in greater Request for Payment aims to solve an
potential features and functions of variability in the timing of payments being urgent and important challenge and to
the service concept. It was all brought received versus outgoings which remain provide tangible positive benefits to the
together in a Request for Payment regular. This can cause financial difficulties Payer, the Billers and the UK economy as
service concept that addresses current and contribute to living in a constant state a whole. Faster Payments is committed to
Payer detriments as identified by the of stress. This is something many research putting people and their needs first and,
Payments Strategy Forum (PSF, 2015) participants echoed during in-context along with Eclipse Experience, invite you to
with a compelling and relevant value interviews conducted during this initiative. take a closer look at details of the Request
proposition. This report outlines the for Payment service concept.
approach, the understanding gained, and Another reason for Request for Payment’s
the service concept that emerged during relevance is that this service concept
several rounds of user-centred research arrives at a time when banking by
and design. smartphone has become one of the
leading ways for people to manage their
The challenge Faster Payments set out is finances. In 2015, UK customers moved
an important one, focused on delivering £2.9 billion a week using banking apps

delivering a user-centred service

Eclipse is committed to understanding We work in an agile, iterative and

complex socio-cultural situations and participatory way to deliver insights
helping create products, services and and ideas that help organisations make
experiences that can generate meaningful the user-centred decisions that lead to
Ben Fehnert behavioural and systemic change. compelling products and services.
Founder, Eclipse Experience

7
About the service

the challenge

To deliver a user-centred
service that addresses
the needs of Payers,
delivers value to Billers,
and has a positive impact
on the UK economy

request to pay a user-centred service concept `8

value proposition

Request for Payment is

a flexible payment and
bill management service
concept that offers
Payers more control
over bill payments
service concept

Request for Payment aims to help

people...
...manage bill payments and cash flow control
more effectively
...establish direct dialogue with Billers Request for Payment dialogue
to help deliver a more personalised
customer service experience
visibility
...support consumers’ decision making
with regard to their individual finances

9
Insights & implications
Over the course of the initiative, the team of researchers and designers crafted a set of insights about the needs
of Payers and Billers as well as implications to the evolution of the service concept and the initiative’s strategy
moving forward. A detailed look at these insights can be found in the Insights section (pgs. 20-29).

insights

Existing payment methods

do not always address
Payer and Biller needs for
flexibility and control

Biller communication
channels fall short of
Payers’ expectations for
customer service

There is a lack of tools

and resources to
better understand and
manage payments

Billers and banks

expect Request for
Payment to enhance
their brand

Security risks and

data protection affect
adoption of new
payment services

request to pay a user-centred service concept 10

selected implications

What is the potential for How can Request for How can we continue
impact of Request for Payment replace some of to refine the Request for
Payment in the current the existing safety nets Payment flexible payments
payments landscape in and strategies that Payers mechanism to deliver
the UK? use but loathe? maximum value for both
Payers and Billers?

What role should Request How quickly do the Biller What would be the
for Payment play in the accounting systems nature of the legal
Biller’s and bank’s Customer need to be updated with relationship between
Relationship Management Request for Payment banks and Billers and the
process and structure? customer activity? types of information they
would need to share?

How can Request for What type of financial How can Request for
Payment better support management education Payment help Billers reduce
Payer’ decision making and in what form will operational expenses
alongside a core and reliable need to be delivered related to customer debt
payment mechanism? alongside the Request for management and learning?
Payment service?

How can Request for How can Faster Payments What are existing business
Payment meet and keep ‘providing value to models that Request for
exceed the quality of Payers’ as a driving force Payment may utilise and to
the Biller customer when facing technology what degree do they need
experience and help avoid implementation and to be redesigned to fit the
brand exposure risk? integration challenges? service concept?

How can Request for What type of information What are the key
Payment leverage the sharing practices will make factors in the Payer’s
inherent trust Payers place Payers confident in the apprehension to conduct
in banks to accelerate service given their desire their financial affairs
adoption of the service? for privacy protection and exclusively via mobile
transparency of process? banking applications?

11
the initiative

request for payment a user-centred service concept 12

Approach
Designing user-centred also informed by the nature
service concepts of each individual challenge.
In short, the team designed
This initiative employed a
a bespoke approach to suit
user-centred design approach
the needs of the Request for
(Figure 1) to help identify
Payment initiative.
latent Payer needs and related
opportunities to deliver a The outcomes of user-centred
compelling and relevant service research and analysis include
to both Payers and Billers. structured insights, supporting
stories of relevant participant
The approach helps maintain
experiences and visual models
emphasis on the end user
like the ones you will see
needs as the initiative moves
throughout this report. These
from early concepts all the
include implications to the
way through to high-fidelity
design of the user experience,
prototypes and planning
and to the broader strategy,
for implementation.
including the positioning
Although presented as a set including positioning, business
of steps for clarity, the process model, and technology delivery. Figure 1. User-centred innovation process model
is not linear but iterative. It is 101 Design Methods, 2012

Primary research with gap between insights and

Payers and Billers design much faster and allows
Eclipse Experience employ participants to slip into the
a ‘design-led user research’ context of use for the solution
methodology which means more naturally. The result is a
using interactive prototypes robust, generative conversation
to explore Payers behaviours about payment related needs
in context of payments. This and behaviours as well as the
approach helps to bridge the opportunity to evaluate early
stage concepts and features.

Kurt examining the prototype during one of

Primary research with senior from senior leaders and experts the Payer in-depth interviews
leaders and experts across Faster Payments, their
Additionally, the researchers Paym sister organisation
and designers sought to and the banking industry.
leverage the wealth of They engaged through semi-
knowledge and experience structured in-depth interviews.

Secondary research desktop research focused

In addition to the primary on understanding the latest
research (described above), the developments in the payments
researchers explored the world industry and key data on
of payments and payment customer payment behaviour.
solutions through targeted References can be found on
page 42 of this report.

13
process overview
The following diagram shows the work carried out in the first six months
of the initiative. The output of this work will feed into the next phases of
the initiative led by Faster Payments.

pre - initiative phase 1 - understanding payer detriments

` Payer
interviews

User street Board

Prototype 1 interviews Prototype 2 Insights 1 presentation

Biller
interviews

static user interactive user insight board

prototype 1 research 1 prototype 2 research 2 development 1 presentation
Faster Payments Short, ad-hoc Interactive Payer Semi-structured Analysis and End of phase
designed Payer user concept experience in-depth field synthesis of presentation
and Biller reviews of the prototype along interviews with data from covering
wireframes and Payer prototype with research Payers and Payer and Biller progress of
prototype stimulus Billers interviews into initiative and
insights outcomes of
user research

Service design
User-centred research
End of phase

request for payment a user-centred service concept 14

phase 2 - iterative user-centred service design

Payer Expert
Prototype 3 interviews interviews Prototype 4

Board
Insights 2 review
Service Biller Bank concept Service
blueprint 1 interviews reviews blueprint 2

Secondary research

interactive user secondary insight interactive board

prototype 3 research 3 research development 2 prototype 4 review
Design of Request Semi-structured Desktop research Analysis and Interactive Request for
for Payment in-depth field exloring relevant synthesis of data prototype version Payment
interactive interviews with existing solutions from all streams 4 and refined service concept
prototype and the Payers, Billers, and market data of research and service blueprint presentation to
service blueprint banks and experts of payments in Phase I insights document Board of Directors
document the UK of Faster Payments

15
research approach
The following section represents all of the user research executed during the
Request for Payment initiative. It includes research with Payers, Billers, as
well as industry and Faster Payments’ experts.

Payer participants (All names have been randomly assigned to protect the participants’ privacy)

brad charles curtis

Zero-hours, events contractor Agency staff administrator Agency hospitality employee
26-34 years old 26-34 years old 26-34 years old

dane dalton dorothy

Freelance artist Fixed term hospitality employee Full-time real estate agent
26–34 years old 26-34 years old 18–25 years old

howard james karen

Freelance designer Freelance graphic designer Freelance writer
35-49 years old 26–34 years old 35-49 years old

kevin kira kurt

Freelance game developer Zero-hour contract fundraiser Full-time financial data analyst
18–25 years old 18–25 years old 26–34 years old

maggie mary ned

Fixed term retail employee Freelance artist Freelance developer
26-34 years old 26–34 years old 26–34 years old

nicole phyllis samantha

Student with family support Freelance administrator Full-time account
18–25 years old 35-49 years old 26–34 years old

severine veronica
Full-time public health worker Student with odd jobs Female
50+ years old 18–25 years old
Male

Segmentation
Eclipse aimed to engage with a range of Payers who may find it difficult high
income
to pay their bills. This meant speaking to mid-low income Payers but
included some mid-high income participants as well. Phase II also
involved a greater number of participants with some degree of irregularity
in income patterns such as freelancers and zero-hours contract workers
earning both high and low incomes.

predictable irregular
cash-flows cash-flows

distribution of payer participants across income ranges

£81K + above 15%

£61K - £80K 5%

£31K - £60K 35%

low
£17K - £30K 25% income

£16K + below 20%

Phase I
Phase II

request for payment a user-centred service concept 16

Biller participants
Researchers engaged with a range of Billers. The categories below represent the breadth of organsation types
by size, industry, ownership type and the role of the participant in the organisation. Research began with small
to medium sized organisations and then widened its scope to include large, corporate Billers - those with bigger
consumer markets and more sophisticated accounting systems. This helped to identify how the service could
work and be delivered across Biller sizes and types.

size industry roles

Sole proprietor Construction Head of Customer Solutions Head of Payment Strategy

Small Fin. Services Head of Technology Head of Operations

Medium City government Head of Innovation Sr Mgr Customer Experience

Large Education Product Manager Contractor

National govt. Consultant

ownership Energy

Private Travel

Public Pro. Services

Other participants
Additionally, the researchers gained valuable industry insight from various subject matter
experts and specialists at various levels in the organisations.

financial institutions experts

Established banks Product management Strategic leadership

Challenger banks Development Risk

Tech operations Legal

Operations

Research plan

The researchers focused on specific topic areas in order to answer the key
research questions for the design of the Request for Payment service concept.

topic areas
• Types of payments made/received • Payments management
• Perceived value of the service • Employment and cash flow interaction
• Alignment with Biller payments strategy • Instances and impact of financial stress
• Payment process and scenarios • Trust in banks
• Data sharing and privacy • Communication with Billers
• Payer and Biller interactions

key research questions

• What does the world of payments look like for Payers and Billers?
• What would constitute a compelling value proposition for Payers and for Billers?
• In what payment scenarios would Request for Payment be of most value to Payers and Billers?
• How might the Request for Payment service give Payers and Billers flexibility and control over bill payments?
• How can the Request for Payment service integrate with Biller’s existing financial management systems and processes?
• How can Request for Payment strengthen the existing relationships between Payers and Billers?
17
insight

request for payment a

a user-centred
user-centred service
service concept
concept 18
18
About insight pages
The following pages present the insight developed from information collected during user research with Payers, Billers,
banks and Faster Payments, as well as from ongoing, informal conversations with these groups. The insights bring to
life existing payment behaviours, motivations and needs across a range of individuals and organisations. From low to
high income earners, large corporate Billers to charities and sole traders, and from established banks to new payment
service providers (PSPs). The insights identify gaps and challenges to making, collecting and managing payments and
introduce how the Request for Payment service could address these.

Payer
interviews

Expert Bank
interviews interviews
insight development model
Insights were derived from a range of research
insight activities. These insights in turn were used as
the basis for the iteration of the Request for
Payment service design.
Biller Secondary
interviews research

Market
data

guide to insight pages

1 main insight - high level

3 insight statement

2 description- detailed
1
explanation of main insight
4

3 user quote - direct quote from

Payer and Biller participants

5
4 user stories - narrative from
one of the study participants

5 supporting themes - a more

detailed view of the insight
6

6 market data - supporting

data from other sources

19
Insights

main insight

Existing payment
methods do not
always address Payer
and Biller needs for
flexibility and control
Payers across all income levels want to be financially
responsible and make payments on time. However,
factors like unpredictable work patterns, unexpected
financial needs and managing multiple payments can
make it difficult to pay bills on time and in full. Payers
desire more flexibility in choosing how to pay and
more control over the timing of these payments.

request for payment a

a user-centred
user-centred service
service concept
concept 20
20
karen says

“I think there’s a risk when everything goes out with

Direct Debit...if it [payment] is automatic then you’re
more likely to miss it going out.”

payer story

Balancing irregular Karen is a freelance writer who earns a high income and is relatively well off.
Despite this, she often relies on her savings to pay for large bills, such as her
cash flows with mortgage and credit card, because her work comes in waves and clients do
regular bills not always pay her on time. Whilst she prefers the convenient, ‘out of sight,
out of mind’ nature of Direct Debit, she recognises that, at times, it can cause
unnecessary problems for people like her with fluctuating cash flows.

supporting themes

Payers and Billers want more Payers rely on financial safety Current flexible payment
choice when making and nets and diverse strategies but schemes can be problematic
collecting payments would prefer to not use them for Billers and Payers
Changes in work patterns are contributing Many Payers spoke about their desire to Some large, corporate Billers offer flexible
to increasingly irregular income patterns. be financially responsible but can find it payment schemes like payment plans to
These changes along with unexpected difficult to pay their bills at times. This Payers in scenarios when they are late
financial stress pose risks when payments can be caused by gaps in employment, or have missed a payment altogether.
do not align with positive cash flows for managing multiple payments or even In short, these mechanisms are reactive
Payers. In these moments, the rigidity and unexpected financial crises. In these rather than proactive. They are also
automatic nature of methods like Direct instances, they rely on savings, loans, costly for organisations, and demand
Debit can lead to bounced payments, parents and friends for financial survival. significant time and resources - ranging
overdrafts and other charges. Payers from employing personnel, to mailing
would welcome a flexible option that In extreme cases, Payers resort to Payer notifications, and developing debt
complements existing payment methods. cancelling services, delayment or total management programmes with call
avoidance of payments in order to cope centres and expensive software solutions.
Societies, clubs and other small Billers, with the situation.
often lack credit history to enroll in Direct In addition to these formal mechanisms,
Debit and lack the resources to outsource Whilst these strategies work in the short- Payers sometimes engage in informal
it. They value having an additional term, they are often awkward, unreliable payment arrangements with individuals
option that suits their needs while banks and can lead to a spiral of debt. Payers feel like landlords. For example, Payers
would welcome an option that reduces less responsible when borrowing money mentioned paying their rent late or
their risks. from others, relationships with service breaking it up in installments when
providers can become complicated when needed. These informal mechanisms
Charities also see benefits in Request for cancelling services, and late or missed are built on mutual trust and often exist
Payment as a new payment option. They payments can lead to costly fees. Billers outside leases and other regulatory
often ask their donors to use pay-by-text, (and banks) see Request for Payment as a structures. If compromised, they
which can take months to process. They safer, more responsible way for Payers to can expose both parties to legal and
also appreciate that a service like Request deal with these unfortunate realities of life. financial risks.
for Payment can help alleviate pressures
to donate by asking donors to accept
a request.

market data indicates

42% of Direct Debit current account holders [in the UK]

have paid bank charges for bounced payments.
Opinium Research (2013)

21
Insights

main insight

Biller communication
channels fall short of
Payers’ expectations
for customer service
Both Payers and Billers are willing to discuss payment
related issues with each other. However they both
feel that current communication channels are often
inefficient, circuitous and not adapted to their needs. The
Payers and Billers we spoke to desired more direct lines
of communication to streamline issues and to improve
customer service.

request for payment a

a user-centred
user-centred service
service concept
concept 22
22
dane says

“[Customer service] will be more tailored...if

someone calls you [back], I would be impressed and
I would have a lot of confidence in the [service].”

payer story

Solving payment Dane is a freelance artist with little free time. He likes to speak directly
with his service providers, but complains that he is often put on hold or
issues in today’s asked to repeat an issue several times to different people. He desires a
more personal experience from his service providers that doesn’t feel like
busy world a waste of time and energy and can help him solve his problems.

supporting themes

Billers and Payers desire a Correct information about Issue resolution could
more seamless, customer- Payers is key to delivering be enhanced with use of
centric communication channel better customer-service reference numbers
Payers are often left frustrated and Many Billers simply do not interact with Billers and banks of all types spend
disappointed when forced to contact their their customers beyond reconciliation of significant resources on reconciling
service providers for payment resolutions. problems with payment or service delivery payments. Incorrect payment and bill
They contact their Billers when they don’t because keeping up to date contact amounts, bills sent to wrong Payers and
understand a bill, believe they have been details is proving too difficult and costly. random payer references can all trigger
charged the wrong amount or can’t make For Billers it’s important that Payers have reconciliation issues for Billers.
a payment. They are put on hold, passed control over a preferred contact method,
around to different departments and often that they share their contact numbers and Attaching a reference number, bank
asked to repeat information. They spoke describe reasons behind why they want account and other information to each
about a need for a direct communication to get in touch. Collecting this information request in a systematic way has the
channel that can help them and Billers get can help Billers make contact in ways that potential to enhance these processes.
to the right person faster with less energy best suit their customers, reduce time Furthermore, allowing Billers to add their
and time spent doing so. spent on updating contact information, own reference numbers to each payment
and direct issues to departments most request, that Payers can’t change, can help
Large Billers recognise that their suitable to the needs of their reduce volumes of reconciliations.
customer service often falls short of Payer customer’s issues.
expectations. They spend a substantial Finally, there is an opportunity to make
amount of resources on payment disputes Billers want to also understand why sure that Billers and banks reach their
and debt management conversations. Payers decide to avoid, delay or break- customers in traditional ways such as
They know improving these interactions up a payment. They rarely receive this phone and post. Billers in particular often
enhances their overall customer information when they post bills and see struggle to maintain up to date contact
experience. Many Billers are willing to an opportunity to collect this information information about their customers.
invest in the right tools to strengthen their through the Request for Payment service. Whether it would be mailing addresses
relationships with Payers. Opening up a line of communication can or mobile phone numbers, having a direct
help reduce ‘head in the sand’ behaviours to consumer channel could be hugely
(avoidance) by Payers when faced with a beneficial for both Billers and Payers as
payment they can’t make on time. they both desire an improved customer
service experience.

market data indicates

18% of those who have difficulties to pay rent/
mortgage do not open the post if they think it is a
bill or late payment reminder.
Winch, J. (2014)

23
Insights

main insight

There is a lack of tools

and resources needed to
better understand and
manage payments
Making responsible payment decisions is important to
Payers across income levels and Billers of all shapes
and sizes. Better tools and customisable payment
options are needed to optimise customer payment
behaviours and business decisions.

request for payment a

a user-centred
user-centred service
service concept
concept 24
24
nicole says

“I would say that this [seeing all payment requests] is quite

useful...if all [requests] are paid, your account is still at £180.
So you can say, ‘Ok, I can pay everything’. ”

payer story

Payment Nicole is a young student who is developing her financial management

skills. She regularly checks her account balance and keeps an Excel
and account spreadsheet of her expenditure to see what she can and can’t afford each
week. Whilst this works, she would like to access this information in real-
information at time and in one place to make quicker, more accurate financial decisions.
your fingertips

supporting themes

Payers and Billers desire Payers categorise payments Flexible payment options can
more holistic views of their in individual ways to better maintain or build financial
payments and cash flowss understand their finances responsibility among Payers
People draw on several factors when Payers across all income ranges and with Payers across all income ranges have
making payment decisions. They consider both regular and irregular employment difficulties paying their bills at some
the amount they owe, current account want to develop smarter payment habits point in their lives. Their reasons ranged
balances, other payments and expenses and behaviours by understanding how from managing multiple large payments
as well as their income pattern. Accessing much they’re spending and on which bills. at once to dips in income and gaps in
this information is time-consuming, employment. In these instances, when it
the information is often presented in To do this, Payers desire more control is not most beneficial for them to make a
confusing ways and it’s difficult to do over how payments are categorised on full payment, Payers see a partial payment
this all both on-demand and on-the-go. statements and elsewhere in their bank as a gesture of goodwill that signals to
Payers spoke about their desire to see accounts. For example, Payers would like Billers their intent to pay off the rest.
all of their payments and bank balances to be able to apply tags like ‘utilities’ or Simply deferring or breaking up a payment
alongside each other, in one place, to help ‘subscriptions’ to payments to make it for a short amount of time can help them
them plan and allocate their resources more recognisable and more aligned to the overcome an instance of stress and still
more responsibly. mental model they have developed when maintain responsiblity. It would also
managing their own finances. alleviate a significant amount of anxiety
Small and medium sized buinesses and debt due to delinquent payment fees
also desire more holistic views of their This is an opportunity to help individuals for Payers.
business. Having a total view of payments, better understand their payment
invoices, deposits across all their customer patterns and to use Request for Billers also see value in flexible payments.
accounts would help them manage their Payment to improve their basic financial It means they have the opportunity to
basic business financial affairs much more management skills. receive at least a portion rather than none
efficiently and accurately. of a payment from those who can’t pay
their entire bill on time. They also believe
it could help to decrease costly debt
management processes that are typically
triggered immediately after a payment
is overdue.

market data indicates

33% of British workers say they tend to live paycheck

to paycheck to make ends meet.
CareerBuilder (2015)

25
Insights

main insight

Billers and banks

expect Request
for Payment to
enhance their brand
Billers and banks see a potential for Request
for Payment to deliver a compelling, user-
centric payment service. They also recognise
that if a few considerations are addressed and
the service delivers against Payer expectations
it could have a significant benefit for their
customers and the organisation.

request for payment a

a user-centred
user-centred service
service concept
concept 26
26
payment strategists say

“If anything goes wrong with it [the service] then I am not

sure who would be responsible here. Whatever the case may
be, we would be at risk in terms of brand exposure.”

biller story

Enhancing brand The payments strategy team of a large, corporate utility company recognise
that adopting Request for Payment would have an impact on their brand.
equity through Clearly defined roles for Billers and banks as well as delivering a service that
meets Payer expectations will help to avoid risks and increase their brand
Request for Payment equity in the eyes of their current and potential customers.

supporting themes

Billers and banks desire a Experts see a path to Request to Pay can be a tool
payment service that aligns ‘customer-centricity’ via the for developing better brand
with existing structures Request to Pay service equity with Payers
Company size, processes and practices Most recognise that helping Payers pay Meeting Payer expectations of a good
dictate Billers’ and banks’ service their bills responsibly is at the heart of digital payment service experience is
delivery needs. They have systems and Request for Payment. To achieve this they fundamental to the success of Request
processes in place to manage payments understand that payment mechanisms for Payment. According to Billers and
and customer relationships. Changes to must be simple, the service has to be industry experts, the service can positively
these would require some investment accessible for Payers and its benefits need influence the brand equity of those Billers
and time to implement. Any solution to be well understood by both Payers who offer it to their customers. They see
that fits into existing structures will likely and Billers. Billers delivering a better overall customer
be more appealing to those in charge of experience as the driver of the potential
Financial services are often too
implementation due to cost and degree of brand equity growth.
complicated for many Payers to
complexity of development.
understand. Billers and banks believe However, questions of roles, ownership,
Billers spoke about the need for the Request for Payment could be a game- rules and distribution of responsibilities
service to submit payment files in much changer for Payers by providing a simple between Billers, banks and Faster
the same way as they currently do. way to defer or break up payments. Payments in the service structure are still
They also prefer that the information unanswered at this point in the initiative.
Billers, banks and Faster Payments also
they receive from Request for Payment
recognise that any payment service needs For example, delivering a way for Payers to
aligns with their existing data structures
to be accessible to all Payers. From those inform Billers of their contact preferences
to avoid significant operational and
with low confidence to those with learning through a banking app is complicated
infrastructure overhaul.
and physical disabilities and to the digitally both from technology and risk/legal
Large banks also recognise that an and financially excluded. Making Request perspectives. Billers are mindful of how
introduction of the Request for Payment for Payment simple and well understood the service aligns with their own digital
service will add to the complexity of their can have a significant positive impact on customer journeys and brand image. This
systems and may take time to implement. early adoption of the service by Payers will need to be explored extensively in
At a time when the payment service across all categories. future phases of the initiative.
market is opening, it is key to consider
how implementation challenges could
influence adoption rates among Billers
and banks.

27
Insights

main insight

Security risks and

data protection affect
adoption of new
payment services
Payers, Billers and banks are concerned with trust
and security when making payments. Risks of
fraud and misuse of personal data are top of mind
for many Payers. The adoption of a new payment
service rests on a service provider’s ability to gain
Payer confidence in these areas.

request for payment a

a user-centred
user-centred service
service concept
concept 28
28
maggie says

“I just trust my bank more with my [personal] details...I’d

rather not give them to anyone else. I do use PayPal but just
because it seems safe...and my friends use it.”

payer story

Making payments Maggie is a fixed-term retail employee who inherently trusts her
bank’s brand. She believes her bank is highly regulated and protective
via trusted services of her data, and she extends that trust to all of its services like mobile
banking. Maggie rarely extends this trust to other service providers
and providers unless her peers recommended them, or they have positive user
reviews and reputations.

supporting themes

Payer’s trust established bank Payment request legitimacy Payers want transparency in
brands at the moment, but is top of mind for all how their data is used and
not completely parties involved what it will mean for them
Payers spoke about being protective of Payers, Billers and banks all expressed Payers understand that their data is
their personal and financial information concerns around the legitimacy of a vulnerable in today’s digital world.
for fear of scams, privacy breaches and request delivered through a Request for They generally find data collection
irresponsible use of their behavioural data. Payment service. All groups recognise and aggregate use of data by service
They require service providers to keep this that digital environments pose greater providers reasonable and expected
information safe and secure. risks of scamming and fraud. In order to when it provides a greater benefit, such
gain Payers’ trust and adoption, all those as increased efficiency to the service
Currently, the majority of Payer’s trust sits involved need to feel confident that a provider or a general public good. This
with their bank’s brand. Payers associate request is sent to the right person and means using Payer information at a macro
bank brands with strong regulatory from a genuine source. level to understand payment behaviours
standards, high levels of security and and trends.
a legacy of delivering trusted financial Any cases of fraud or scamming may
services. Payers spoke about how this result in money lost for Payers. It will also Payers are, however, less comfortable
inherent trust in banks carries into any have an impact on an organisation’s brand, and weary of the reasons, purpose and
services delivered by their banks. customer relationships and expose them implications of data use at an individual
to legal risks. Allowing Payers to accept level. Payers are weary of data being used
However, Payer’s trust is not absolute and discuss a request and introducing against them in some way and desire a
and exclusive to banks. They are willing authentication measures like verification share of the value their data generates for
to engage with other service providers as codes can work to reduce these risks and the organisation using it.
long as they earn similar levels of Payer to build confidence in the request.
confidence which they evaluate on a case For example, Payers were concerned that
by case basis. delivering a Request for Payment service
through a mobile banking app would mean
exposing their account balances, payment
behaviours and other details to Billers that
may affect this relationship in some way.

market data indicates

Mobile banking is the most trusted

financial industry sub-sector globally.
Edelman (2016)

29
 request for
payment
a user-centred
service concept

request for payment a user-centred service concept 30

Request for Payment would help Payers maintain
control over their bill payments through flexible
payments and integrated bill management features.

request for payment would enable payers to

Gain more control

It offers Payers a chance to build more knowledge and
confidence in their finances by providing flexible payment control
options in instances when more rigid options could cause
avoidable financial stress.

Establish direct dialogue

It offers different Billers a direct digital channel of Request for Payment dialogue
communication to the Payers potentially reducing cost of
doing business and elevating customer service standards.

Maintain visibility
It helps Payers aggregate all requests and resulting visibility
payments into a simple and easy-to-use interface available
through their mobile banking application.

how requests would work

Request for Payment explained would still be able to make payments without repercussions.
This extension of the request period would be available on a
Request for Payment aims to deliver a payments solution and
case-by-case basis and entirely optional to Billers participating in
service complimentary to existing ones for instances when
the scheme.
Payers may benefit from more flexibility in timing their bill
payments. The Request for Payment service would leverage the
Payer’s mobile banking app to deliver the requests directly from
Flexible payments options
Billers to Payers instead of the traditional paper bill method. Request for Payment is designed to be a Payer-centric service
that intends to work within the existing legal structures employed
The diagram below represents the request period for a single by large billing organisations across the UK. Payers would be able
request. A request would originate when the bill is issued (bill to make partial payments or defer payments a finite number of
start date) and remain active until the ‘bill due date’. Payers times within the life of a request from ‘bill issue date’ all the way
would be able to defer or split up payments within this period to ‘bill due date’. It would offer Billers a more direct and faster
offering more flexibility on when the payments leave their way to collect payments in a way that aligns closer to Payer’s
current accounts and in what amounts. Additionally, the Billers cash-flow fluctuations and cycles.
could offer an optional ‘extension period’ during which Payers

Bill issue date

Bill due date

Request period Optional Biller extension Flexible payments

31
Service concept

control

Delivering responsible
and flexible payment
options for more control
over cash flow

request for payment

payment aa user-centred
user-centred service
serviceconcept
concept 32
32
 suggested features

Real-time payments
pay Request for Payment should leverage the Faster Payments real-time payments
all infrastructure to facilitate the transfer of funds between Payer and Biller
accounts. Payers and Billers would both benefit from quicker turnaround times
on payments with funds being available much faster than other payment
methods.

Partial or deferred payments

pay Request for Payment would allow Payers to pay a portion of the payment,
some deferring the rest of the amount to a later date. This feature is designed to help
Payers split payments into smaller amounts and derive maximum benefit from
the timing of their bill payments.

Reconciliation of bill issues

discuss or Request for Payment can enable Payers to begin a conversation with the Biller
decline directly through the mobile banking application. On those rare occasions when
a Payer might need to dispute the transaction, it could help reconcile the issue
faster without escalating the matter to a delinquent payment scenario.

Cash flow projections

Request for Payment could visualise the potential impact of the payment on
their cash flow and the balance of the request amount. This feature is designed
to help Payers understand the impact of their payment decisions and help
them make better decisions when managing payments.

Behavioural nudges
Request for Payment could leverage known behavioural economic principles
to offer better choices that help Payers make responsible financial decisions.
More responsible financial decisions can positively impact individuals, families
and the UK economy as a whole.

Future dated reminders and requests

The service would offer Payers opportunities to schedule reminders for
payments and follow up requests on partial or deferred payments. Keeping
requests top of mind would help Payers maintain control of their bill
payments.

Capturing customer preferences

The Request for Payment service can help capture the Payers’ communication
preferences which should find their way to customer relationship managers
inside Biller organisations. Connecting preferences with Biller customer
relationship management can help develop better customer experiences and
strengthen Biller - Payer relationships.

33
33
Service concept

dialogue

Building stronger Payer-

Biller relationships
over time with a direct
communication channel

request for
for payment
payment aa user-centred
user-centred service
serviceconcept
concept 34
34
suggested features

Payments detail auto-fill

Request for Payment should populate all the individual payment details
for each request such as account name, reference number and account
details. This is designed to reduce the chance of manual input error on the
Payer side and ensure the delivery of payment to the right place.

Contact information updates

Request for Payment could help Billers and banks collect and maintain up
to date records of ways to contact Payers. This intends to help Payers and
Billers maintain a positive dialogue around payments.

Integrated communications
Request for Payment would help connect Payer actions within the service
with the appropriate departments inside Biller organisations. This type of
integration could help support existing customer relationship management
systems and processes in use by Billers.

Biller vetting
All Billers should be cross-checked and verified as legitimate business
entities to ensure Payers can trust that the requests coming in through
Request for Payment are legitimate. This feature of the service is designed
to protect the Payers from payment scams and instill a sense of security
and confidence in how the service operates.

Integrated account number access

Request for Payment could provide Payers access to all connected
accounts and reference numbers in one place. This feature can
help Payers to avoid moving between various systems to aggregate
information they need when making decisions on payments.

35
35
Service concept

visibility

Showing Payers the

right information at the
right time so they can
make better decisions
about their finances

request for
for payment
payment aa user-centred
user-centred service
serviceconcept
concept 36
36
 suggested features

Visibility into upcoming requests

Payers would see their upcoming payment requests organised all in one place
and visualised in a way that supports both short and long-term planning. This
feature can help support better decision making when faced with incoming
payment requests.

123
Finite number of deferments
Payers should have the option to defer a portion, or all of the payment to a
later date. They would be able do this a finite amount of times and within the
request period. This feature should help Payers maintain concrete deadlines
and diligence while offering Billers the predictability they desire from a
payment service.

Direct delivery of request

Request for Payment would deliver payment requests directly to the Payer’s
mobile banking app and their internet banking platform. Consistent and
accurate delivery of the request along with access to the original bill is
crucial to both Payer and Biller adoption.

Unique service reference number

A Request for Payment could connect bill reference numbers with each request’s
unique reference identifier. This feature of Request for Payment can help Payers
and Billers to track payments against bills and customer accounts reducing the
overall cost of reconciliation of missing or erroneous payments.

Linked bills and invoices

A payment request could link Payers with the related bill or invoice. This
feature aims to legitimise the request for payment, to reduce the ambiguity
around what the payment is for, and offers Billers a mechanism to strengthen
their customer relationships.

Payment confirmation mechanism

Request for Payment should deliver a clear payment confirmation process
together with the payment services industry legal and risk requirements.
Payers would benefit from reduced ambiguity around payment process which
should increase their confidence in the service.

37
37
open questions
The things we need to ask ourselves going forward

request for payment a

a user-centred
user-centred service
service concept
concept 38
38
Open questions

Which Payer scenarios How do involved How can the industry

provide the best opportunity organisations need to adapt ensure that Request for
for further Request for in order to bring Request Payment is a service
Payment exploration and for Payment to market? inclusive and accessible to
service development? the entire UK population
including the digitally
unsavvy?

What are the key Biller value How can Billers leverage How can Request for
propositions to take forward Request for Payment to Payment evolve to deliver
into development? develop more sustainable a solution that is both
business models across bank and FinTech friendly?
their customer segments?

Should the service work the How can the design of the How to position Request
same way for all Biller types service increase Payer and for Payment service
and across all industries? Biller confidence in the concept with Billers and
service through security with which Biller types
and data transparency? in the first phases of
development and piloting?

Should Request for Payment How will Payers learn about

use existing or new business Request for Payment and the
models to deliver the impact it may have on their
service sustainably? everyday life?

whats next

An in-depth analysis of the economic benefits for the

Payers, the Billers, the PSPs and the UK economy of the
introduction of a Request for Payment service.

Let us know what you think at development@fasterpayments.org.uk

39
Appendix

request for payment a user-centred service concept 40

Glossary of terms

Banks - Direct participant banks and non-direct participant Payer experience - Describes the service and the interaction
banks we engaged with and who might be potential adopters of with the service from a Payer perspective.
Request for Payment.
Request for Payment - a flexible payment and bill management
Billers - Organisations we engaged with who collect payments service concept.
from their customers and who might be potential adopters of
Request for Payment. Payment methods - Ways in which Payers can pay for goods
and services such as Direct Debit, CHAPS, Faster Payment, cash
Biller experience - Describes the service and the interaction with or cheque.
the service by a Biller representative.
Payment types - Transmission methods for the payment itself
Bill issue date - The date when the bill issued by the Biller and such as debit card, credit card, bank transfer, in person at a teller
sent to the Payer. or a branch.

Bill due date - The date when a bill is due, as set by a Biller. Service blueprint - A tool used to describe the nature and the
characteristics of a service interaction in enough detail to verify,
Discuss Request - The communication channel in Request for implement and maintain it.
Payment that allows Payers to contact their Billers.
Service concept - A service idea that is not fully fleshed out or
Faster Payment experts - Senior level management we engaged ready for development.
with from both Faster Payments and Paym.
User-centred design - is a framework of processes (not
Freelance - Self-employment or working on particular restricted to interfaces or technologies) in which needs, wants,
assignments, rather than working on a regular salary basis for and limitations of end users of a product, service or process are
one employer. given extensive attention at each stage of the design process.

Irregular income - An income that cannot be relied on at a Zero-hours contract - A contract between an employer and
certain time and that varies in amount. a worker where the employer is not obliged to provide any
minimum working hours, and the worker is not obliged to accept
Payers - Consumers and/or customers we engaged with who are any work offered.
all potential users of Request for Payment.

visual assets
Auto fill Created by Nikolay Neucheuhin. Hashtag Created by Mike Ashley. www.nounproject.com, [online]
www.nounproject.com, [online]
Keypad Created by Thomas Helbig. www.nounproject.com, [online]
Branded Created by lastspark. www.nounproject.com, [online]
Preferences Created by Guilhem. www.nounproject.com, [online]
Brand management Jim Slatton. www.nounproject.com, [online]
Reminders Created by Gregor Cresnar.
Bullet points Created by Prasad. www.nounproject.com, [online] www.nounproject.com, [online]

Confirmed Created by Huu Nguyen. www.nounproject.com, [online] Routing Created by CBi icons. www.nounproject.com, [online]

Contact card Created by Evan Shuster. Schedule Created by Shmidt Sergey. www.nounproject.com, [online]
www.nounproject.com, [online]
Users (male and female) Created by Tu Uyen.
Eye Created by Edward Boatman. www.nounproject.com, [online] www.nounproject.com, [online]

Guarantee Created by Gregor Cresnar.

www.nounproject.com, [online]

41
References
a source of inspiration for the initiative
It was Sian Williams’ article title “Diversifying payments for modern ways of
working” that prompted Faster Payments to seriously think about the Request
for Payment proposition. The article was published in “Moving Money 2025”
report published by Vocalink in 2015.

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2016].
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‘tip of the iceberg’ of damaging shift work, say researchers. [online] Available at:
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request for payment a user-centred service concept 42

company info

Faster Payments is the only UK payment government, the third sector and all types of
system available day and night, 365 days per PSPs including challengers and incumbents.
year, supporting the demands of personal and The Scheme operates on a fair and equitable
business customers. In 2015, Faster Payments cost recovery basis. It does not seek to make a
processed 1.25 billion payment transactions financial return.
with a value of £1,041 billion.
The Faster Payments Scheme is recognised by
Mike Banyard Faster Payments Scheme Limited (FPSL) is an HM Treasury under the Banking Act (2009)
Head of Development independent limited by guarantee company as a systemically important Financial Market
established in 2011. The Scheme exists to Infrastructure, and as such is overseen by the
develop, operate and enhance payment Bank of England. Additionally, FPSL is designated
Simon Brooks services based upon a shared 24/7 real-time as a Payment System Operator under the
Sr. Product Manager infrastructure. Financial Services (Banking Reform) Act (2013).
FPSL’s aims are to: The scheme publishes an annual self-
• enable a vibrant and globally competitive UK assessment in line with international governance
economy and operational risk standards set out by set
• allow Payment Service Providers (PSPs) to out by the Committee on Payments and Market
deliver services that are safe and secure, real- Infrastructures (CPMI) and the International
time, simple to use and economically efficient Organization of Securities Commissions
• stimulate and grow the UK payments market. (IOSCO).
FPSL is driven by the long-term needs
and aspirations of customers, businesses,

Eclipse is a team of design researchers driven At Eclipse we believe that infrastructure mobile
to understand complex socio-cultural problems services and targeted consumer services
and to help create products, services and can have a profound effect on individual and
experiences that embed meaningful behavioural community’s wellbeing, health and sense
and systemic change. of identity. Yet many of these services are
Ben Fehnert
designed with little understanding of people’s
Founder Our work is sensitive to the complexity and
behaviours and needs in the context of these
contexts of everyday lives and we work in
large-scale structures and services. It’s this
an agile, iterative and participatory way to
need for such facilities to be designed in line
deliver tangible and usable insights and ideas.
with human needs that we speak about as
By helping organisations make user-centred
‘humanising infrastructure’.
decisions we help to create better products
and services.

43
3