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Your Journey to the Future Starts Here

Part of the webinar blog series "The Future of Communications – A UX Design Challenge."

The Future of Communications: A UX Design Challenge

Reimaging bills and statements took us to the year 2025 at our recent webinar, “The Future of Communications – a UX Design Challenge.” While that’s not too far out considering the pace of technological innovation, companies want to know what they can do today to turn these transactional tools into vital communication experiences.

Here are three steps to future-ready your bills and statements:

  1. Focus on the customer experience. Demonstrate your appreciation of customers by delivering personal, relevant content; simplifying the experience (e.g., using simple language, reducing the amount of content and clicks to get to it); and integrating bills and statements into the broader customer journey.
  2. Consider the print-to-digital journey. Providing a consistent, seamless experience across print and digital communications is one way to get customers comfortable with going digital. However, it may not be enough to change their behavior. You may need to provide a dynamic digital experience to convince them to go paperless. It’s also a good practice to evaluate your current consent and preference management solution to see if it’s keeping up with trends, your digital brand identity and customer expectations. Lastly, if it’s been a while, walk through your digital sign-up process as if you were one of your customers. Putting the customer first is the best way to drive adoption.
  3. Leverage the power of your customer’s network. Your customers interact with a lot of brands – you are one of many. Joining a network of brands that leverage data to simplify the consumer experience drives engagement and increases digital connections. Remember, it’s their journey, but you can be part of it.

Here is a use case to bring these steps to life:

Sarah receives her utility bill in the mail with a message on the envelope that encourages her to sign up for cloud delivery (i.e., Google Drive, Evernote, Drop Box, Amazon Drive, online banking destinations, etc.). During an easy sign-up process, Sarah indicates she’d like to receive her communications in Evernote. Sarah is also asked if she wants to connect with her other service providers in Evernote and she agrees.

Sarah starts receiving her utility bill in Evernote and remains connected to her utility provider with payment, service and upsell links within the interface.

As Sarah’s providers join the network, she receives notifications that new connections to her existing providers are available – similar to LinkedIn and Facebook. Sarah is presented with terms, conditions and consent language for regulatory compliance, allowing Sarah to begin receiving digital communications from these additional providers in Evernote.

This experience 1) is simple and relevant for consumers; 2) integrates digital and print; and 3) leverages a network of providers to increase digital adoption and engagement.

The best part: This solution is available today.

Learn more about the future of communications by downloading our report, Disrupting Bills and Statements.