If you ever used online banking, you might be just like me, complaining their user experiences when couldn't find the thing you need. It is your money, you have every right to be mad. The Researchers at Chase are fully aware of that and are trying to help by offering more features. However, adding new buttons to an already complicated interface was risky.
Our mission was to test eBills on existing Chase users, identify the usability problems and understand if users would have any issues perceiving the new feature that Chase was about to offer.