Consumer Bill Design
In partnership with
CLIENT
Singtel
INDUSTRY
Telecommunications
EXPERTISE
Communication Design
Prototyping & Testing
Chemistry worked closely with Singtel to understand the complex billing requirements and operational limitations, informing our qualitative research to uncover the needs and expectations of Singtel's customers.
Making the Singtel bill a more pleasurable experience.
Background

Singtel is the largest mobile network operator in Singapore. And as part of a refreshed branding effort to improve engagement with their customers, Chemistry was tasked with reimagining Singtel’s paper bill to create a document that was more relevant and user-friendly for the entire nation.

How might we create a visually engaging, highly functional, and easy-to-read document?

What We Did
User Journey Mapping

Our team worked closely with Singtel to understand the complex billing requirements and operational limitations, informing our qualitative research to uncover the needs and expectations of Singtel's customers.

Our team deconstructed Singtel’s complex billing requirements, seeking to understand the operational requirements of the billing team. A deep-dive of these parameters helped to inform our qualitative research, allowing us to uncover the needs and expectations of Singtel’s customers.

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The Result

The new Singtel Consumer bill design boasts a meticulous layout and a refined approach to its language—removing as much clutter and jargon as possible while utilising a new set of icons and an intuitive information architecture.

On the front side of Singtel’s new bill, customers can now find a simplified, one-page overview. In addition, a more detailed breakdown of the bill can be found on the back. As a result, this creates a visually engaging, highly functional and easy-to-read document.

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