By Afrifanom Ghana Limited

Redefining an easy way for Users to Pay their water Bills Monthly

Project Overview

The Ghana Water Company Limited (GWCL) Mobile Application is a nationwide utility platform designed to make water bill management simple, transparent, and accessible for over 1 million+ customers across Ghana.

As the Lead Product Designer, I led the product from concept to execution — including research, UX strategy, information architecture, user flows, UI design, prototyping, and working directly with engineers to ship the final experience.

Role

Lead Product Designer

Duration

2 Months

Team

Ferdinand, Kelvin and Bernard

My Role

Copywriting

Framework

Motion Design

The Problem

Traditionally, GWCL customers faced several challenges:

Bills delivered late or inconsistently
Long queues at physical payment centers
Difficulty tracking account balances and meter readings
Limited visibility into previous payments and billing errors
No centralized digital self-service platform

GWCL needed a modern, scalable solution that allowed users to access their water account anytime, eliminate friction, and increase digital revenue collection.

Research & Insights

User Research Approach

Field interviews with real GWCL customers
Surveys distributed across key regions
Observations of in-person payment behaviours
Review of customer complaints/logs

Key Insights

70% of customers did not know their current balance until the bill was delivered.
Many users were unaware of outstanding arrears due to paper-based billing delays.
Mobile money adoption was extremely high and preferred for utility payments.
Users need transparency — they want to see bills, meter readings, and payment history in one place.
Simple interfaces drive trust; cluttered screens cause confusion.

Solution

Design Goals

Make bill checking instant and effortless
Enable fast and secure mobile payments (MTN MoMo, Vodafone Cash, etc.)
Ensure clarity of meter account information and billing cycles
Design for all ages and digital literacy levels
Create a clean, trustworthy and government-friendly UI
Provide a scalable foundation for future features

UX Strategy

I designed an intuitive and low-learning-curve structure:
- Home Dashboard: Current balance, arrears, last meter reading
- Billing Section: PDF bills, consumption summaries
- Payment Section: Mobile money integrations, receipts
- Transaction History: All previous payments & billing records
- Account Section: Customer profile, support tickets, feedback, notifications