In early 2013, I was approached by the DIRECTV finance team for help in redesigning the paper bill that our customers received in the mail. Their research had shown that a large proportion of customer service calls were related to billing questions from first-time clients. They were interested in reducing the amount of these billing-related calls to save our call centers time and money.
I worked with billing managers from Colombia and Puerto Rico to identify the specific topics that were causing confusion: billing cycles, prorated costs, one-time vs. recurring charges, etc… We redesigned the invoice into a cleaner, more intuitive format to specifically target these problems, then validated the new designs with eye-tracking usability studies. The results: a 13% reduction in billing-related calls.