Anonymous Payment

Frictionless payments: Enabling secure guest pay without login

Previously, TXU Energy required customers to log in to their online accounts to pay their energy bill — a barrier for users who didn't have (or couldn’t remember) their credentials, or for those simply looking to make a fast payment.

I led the design of a new Anonymous Payment experience that allows anyone to pay a TXU energy bill using just the account number and zip code. This reduced friction, improved accessibility, and streamlined payment support for a broader range of users.

“I just need to pay a bill. Why do i have to log in?”

TXU Energy’s original payment flow didn’t support users who:

  • Didn't know their login credentials

  • Were short on time and needed a quick payment option

  • Were helping someone else pay a bill

  • Preferred not to create or access an online account

These scenarios led to dropped payments, delayed billing, and unnecessary support calls.

  • Provide a fast, secure way to pay a bill without logging in

  • Streamline the user experience for one-time or third-party payments

  • Reduce customer support volume related to account access

  • Maintain trust and security throughout the process

Reduce the friction

  • UX Strategy & Research

  • End-to-End UI Design

  • Prototyping

  • Design QA & Handoff

  • Usability Testing & Refinement

My Role

The designed solution

I designed a new Pay as Guest feature that enables users to complete a payment using only:

  • Account Number

  • Zip Code

After a simple CAPTCHA, users can:

  • View payment amount and due date

  • Enter payment details (card or bank)

  • Receive a clear confirmation and printable receipt

Guest Entry Point

  • Minimal fields: account number and zip code

  • CAPTCHA ensures security without complexity

Payment

  • Displays amount due and service address

  • Allows flexible payment options (card or bank)

  • Mobile-friendly and fast to complete

Confirmation

  • Includes payment amount, confirmation number, method, and receipt option

  • Provides reassurance and record-keeping for all users

Results & Reflections

  • Increased payment completion rates for one-time and third-party users

  • Reduced login-related support requests

  • Faster payments = fewer overdue accounts

  • Improved overall customer satisfaction with payment flow

This project underscored the value of simplicity in design. By offering a low-barrier option for secure payments, we supported a wider range of customer needs and brought meaningful improvements to both usability and business outcomes.