E-Bill Usability
http://www.usabilityprofessionals.org/upa_publications/upa_voice/volumes/2004/August/ebill_usability.html

Szuc, Daniel and Gerry Gaffney
Usability Professionals Association
2004

Abstract:

People are increasingly relying on web channels to check on their billing relationship with companies. The problem: Not all billing applications present information that’s easy to navigate and action.