In the busy world of online payments, using the (UPI) often feels complicated. you want things to be easier while dealing with all these transactions.
Picture this: getting instant updates on your screen, a simple search bar to find what you need, clear notifications for refunds, and having your favorite stores just a tap away.
This isn’t some far-off dream; it’s about making UPI better. Come along on this journey where making things easy for users is the main goal. It’s all about making online transactions smooth and satisfying for everyone.
Duration: 16 days
Team Member
Zaid khan (UX Strategist): A crucial role in providing strategic guidance to ensure a user-centric and effective design approach.
Shashank Singh (Project Refiner): Crafting Seamless User Journeys Through Iterative Excellence.”
AyushBansal (Creative Designer): Served as the creative visionary, responsible for crafting visually appealing and intuitive user interfaces.
Objective
Let’s talk how we have intuitive experience for UPI limits, offering real-time transaction updates, provide search bar on home screen for easy navigation. redesigned refund status updates and introduce a favorites feature for merchant.
How we have enhanced
User Experience in PhonePe?
• Enhanced clarity In UPI Transaction Limits.
• Real-time Updates.
• User-Friendly Errors.
• Redesigned Refund Updates.
• Add To Merchant Favorites.
Overall Impact
These enhancements promise a user-centric, transparent, and efficient experience, empowering users, boosting satisfaction, and driving increased platform loyalty and usage.
How we did find the solution?
As I was solving for the existing product that already has a really good user base so before directly looking for the problems I’ve conduct secondary research to understand existing problems that users have reported.
Secondary research (review analysis)
Talking to the users?
Research Questions
1-Have you ever accidentally spend too much in the app?
2-Did you ever struggle to find transaction limits in app ?
3-Are you aware of any other transaction limits?
4-Are you been able to track progress of your uncleared transactions?
5-Do you easily change your accounts while making payments ?
6-Do you get confused by payment errors ?
What are our research analysis methods ?
There was a need of 2 types of research analysis
Affinity Mapping
From the data we collected from our different researches we clubbed similar data into 4 groups through affinity mapping for better understanding of the user needs, goals and pain points.
User persona
we’ve created two different User Personas based on the target user group and all the information gathered by the research. I was able to create two fictional characters who represent the target user groups of the application.
Customer journey map
As we have already figured out the problems now its time to visualize to understand how users would feel at stage of the process so that we can give them a delightful experience.
User Flow
Wireframes
Ui Screens
Imagine you need to recharge your FastTag or pay your electricity bill. Without the search feature, you would typically have to scroll down and look for the specific recharge options. However, with the search feature, you can effortlessly navigate through the entire app and find anything you need quickly and conveniently. It streamlines the process, allowing you to locate and access various services within the app with ease.
you’re a student, working with a tight budget from home to pay for school expenses. One day, your payment hits a snag, and panic sets in. But thanks to the payment progress bar feature, you can quickly see where the payment got stuck. It’s like a GPS for your payment, calming your nerves and helping you fix the issue in no time. Simple, clear, and no more payment worries — just smooth sailing through your financial transactions.
Imagine someone who frequently makes quick transactions, like 10 or 20 rupees each time. They often lose track of how many transactions they’ve made, and after a while, they find out that there’s no notification when they exceed their transaction limit. So, what did we do? When a user completes 18 transactions, we gently nudge them with a message saying they’ve reached their limit. Alongside this, we provide a ‘Add to Wallet’ button. Let’s say, you’ve done 18 transactions, and you want to continue smoothly. If you click ‘Add to Wallet,’ you can easily proceed with more transactions. Plus, when users add money to their wallet, it boosts PhonePe’s business.
Once a user completes 20 transactions, there isn’t a pop-up to notify them. So, when they try to make the next payment, they aren’t clearly informed wh y the transaction is failing, whether it’s due to a server issue or some other error. What did we do to address this? After a user finishes a transaction and attempts the next one by entering the amount and clicking the ‘Pay’ button, we nudge them with a pop-up. The message says, ‘Sorry, you have exceeded your daily transaction limit. Please try again after 24 hours.’ We’ve also included a ‘View Details’ option in the pop-up, allowing the user to check their transaction history.
Takeaways
It was fantastic working on this case study got to know how we can work as team. By interviewing different people we got diverse perspective for this case study
& that’s a Wrap! 🎉
I trust you found this concise journey through the PhonePe case study as engaging as I did crafting it.
Enormous gratitude to Ayush Bansal and Shashank Singh, the creative maestro and for their unwavering dedication and brilliance. This project wouldn’t have been the same without your artistic flair, Ayush, and Shashank.
Special thanks to my mentors, Saurabh Kumar and Aarti Mathur, for being the guiding lights on this design expedition. Saurabh, your strategic insights have shaped our UX approach, and Aarti, your project management acumen kept us on track through thick and thin.
Feedback? I’m all ears! Your thoughts are valuable, and I’d love to hear them.
🤝 Open to product designer opportunities! If you’re building an exceptional design team and believe I’d be a great fit, let’s connect on LinkedIn. I’m eager to contribute to impactful design conversations.
For more design delights, swing by my portfolio.
Thank you.