This project started from a real problem happening in Pahang. Water bills in many residential areas are very low, sometimes only RM9 to RM18 per month. Because of that, tenants rarely feel the urgency to pay every month. They let the bill accumulate until the amount reaches about RM300. That is the point where water gets cut. Bills are still printed and delivered to houses. PAIP does not have a proper mobile app, only an outdated online pay page with limited functions. Payment options are still counter visits, JOMPAY, or risky third party transfers that are not officially linked to PAIP. There is no central place to store multiple accounts, view usage, or pay instantly.
Nur Aina
29 years old
Manages two PAIP accounts, her rented home and her parents house in Kuantan
Motivation Pay bills early without driving to the counter
Pain Loses paper bills and keeps forgetting which account she already paid
Success Opens one place, sees total amount due, and taps Pay Now without thinking
PAIP provided sample data for accounts in Kuantan, Indera Mahkota, and Gambang. The dataset included monthly usage in m³ and billing amount for the past 12 months. An interesting pattern appeared. Consumption stays consistent at an average of 10 to 15 m³ per month per household, but payments are not monthly. Analysis showed that tenants only pay when the bill passes a threshold. In most cases, it happens between RM250 to RM300. This was the moment the water department had to send reminders or proceed with disconnection.
Because the data showed that behaviour is triggered by the bill amount, not usage, the design places Jumlah Perlu Bayar as the primary visual element on the dashboard. Users see what matters first. Usage patterns are still displayed so users learn their consumption habits, but it is secondary.
I imported the PAIP dataset into a spreadsheet, plotted a line graph to compare usage versus bill amount, and highlighted the point where users finally make payment. From that analysis, I changed the UI hierarchy. Instead of putting the graph on top, I moved the total outstanding bill to the top. Tenants decide payment based on the amount, not the chart. This one shift simplifies decision making and reduces delay.
The data also revealed another insight. Nearly 37 percent of users have more than one active PAIP account. Some manage rental properties. Others help parents pay. Because of that, the module supports multiple account cards. Each card shows its due amount so users can decide quickly which one requires attention.
I met several tenants and landlords in Kuantan and Gambang. I asked how they keep track of water bills. Almost everyone said the same thing. They take photos of paper bills and send them to themselves on WhatsApp. They only pay when the amount gets high. The bill does not trigger action. Fear of water cut does.
Before the redesign, Aina received one bill at her rented unit and another at her parents house. She takes photos and sends them to herself. When the amount gets close to RM300, she finally pays. Sometimes she forgets which account has been paid and has to check screenshots.
With the redesigned module, Aina adds an account number and gives it a name such as Rumah Sewa Kuantan. Then she adds another account, Rumah Mak. Both appear on the main screen. She taps one account and sees a simple dashboard. It shows monthly usage, the last payment date, and the outstanding bill in one clear number. If she needs to confirm details, she opens a digital bill identical to the printed one. At the bottom, a Pay Now button takes her to FPX. She pays and the dashboard updates.
Add PAIP account number and custom name
Open main page to view all accounts
Tap account to view dashboard showing usage and total due
Open digital bill if needed
Pay through FPX directly
Return to dashboard with updated status
Once users interact digitally, PAIP can start generating real-time analytics. The system is not just a payment app. It becomes a data engine. PAIP can use usage graphs to identify water stress zones, detect unusual spikes indicating leaks, and plan better water distribution. Because the dataset has timestamps, policy makers can identify periods where water usage increases, such as dry seasons or festive weeks. This opens an opportunity for demand driven planning and smarter water conservation campaigns.
For example, if usage in a neighborhood jumps from 12 m³ to 28 m³ suddenly, PAIP can alert the user automatically. This prevents surprise bills, reduces disputes, and helps the state conserve resources.
The module turns scattered tasks into one simple flow. Users save accounts once, see what is due instantly, and pay without going to the counter. The design not only improves user convenience. It unlocks structured water consumption analytics for PAIP and allows the state to plan better policy and resource management. Simpler for users, smarter for the state.
This project proves that when design meets real data, even something as boring as paying water bills can become effortless, and meaningful for policy planning.