Now Live: A Faster, Friendlier Search to Pay Experience
Starting this month, we are excited to make your payers’ lives easier with a refreshed design of the Search Results page that makes online payments easier, faster, and more intuitive. The new page design is now live and will be gradually released through the end of the month to all customers. This update removes common friction points and optimizes the flow across all device types — improving customer experience and leading to fewer support calls and more on-time payments for your team.
Note: These updates will only apply when users access the guest account lookup payment experience without logging in. The logged in Customer Portal experience will remain unchanged.
What’s New
- Always-Visible “Pay” Button: The payment button stays in view across all devices, helping users complete their payments without extra scrolling.
- On-Page Invoice Preview: Users can preview invoice details without leaving the Search Results page. A new modal pops up when users select “View,” showing key invoice details and a “Pay Now” option — keeping the user in flow and on task.
- Simplified Page Layout: Options to view related invoices and set reminders are organized in a consolidated three-dot menu for a cleaner, easier-to-scan layout.
See it in Action:
Previous Experience:
- Multiple payment CTAs with unclear labels
- Clicking “View Invoice” opens the invoice on another tab
- All actions are listed within the table view
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New Experience:
- The payment CTA is always in view and dynamically reflects the number of bills selected
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- Preview modal opens on top of the page and includes a clear path to payment with the “Pay now” button
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- Actions are listed within the three-dot menu
How to Prepare
Because this update changes how guests view and pay their bills, we recommend preparing your Customer Support team so they’re ready to assist customers who may have questions.
You may want to:
- Share this notice with your internal teams.
- Update any FAQs, support scripts, or documentation that describe the current guest payment experience.