Better CX through better search APIs

Among other things, Fiserv Biller Division provides biller search support for point of sale bill pay transactions for Walmart Money Centers, an entity that supports the underbanked population. Walmart identified the need to improve the search success in their biller search API. I attended an on-site visit to several Walmart Money Centers in Texas to observe the bill pay experience first hand. I then summarized findings, produced a task flow identifying a lengthy and cumbersome user experience, and eventually identified API search enhancements by studying a data sample of search requests.