UX Case Study

Making Digital Transactions Easy

Problem Statement

As a user I need/want a clean, uncluttered design that is easy to navigate so that user-friendly

interface that is intuitive and easy to navigate but responsive app behavior to minimize

frustration because users want a payment app that is secure easy to use.

Problem Statement & Stakeholder Document

Problem Statement

Stakeholder Interview

Title

In Stakeholder interview conducted one-on-one

An app to help you pay bills and payments

interview with the stakeholder of the project and

documented the below mentioned points.

Domain/Industry

Description : An mobile application for online payment.

Finance

Objective : Facilitating the payment of bills.

Business Goal : Earning profit by bill and payment .

Problem statement

Target Audience

Users want an app which can make their bill payments and

payments simple and hassle-f ree. It should be able to send

Age Group : All age

timely reminders when the due date is approaching, as well

Gender : All

as attractive offers and discounts for card payments

Location : No boundaries

and new users.

Income group: 3.0 PA

Education : Minimum HSC pass

Features

Competitor : Google pay, phone pay, paytm

User Role : Payment

Sending & receiving money, payment history, cashback

Business type : B2C

offers, cards and bill payments.

Competitor Analysis Report For Payments App

( direct ) ( direct ) ( indirect )

Parameters Google pay Phone pay Amazon pay

Google Pay is online payments

Phone Pay is online payments
Amazon Pay is online payments

App Description
platform based in United States platform based in India platform based in United States

Target Audience 18 to 60 18 to 60 18 to 60

Bills directly from app to automatic

Businesses accepting digital
Amazon Pay to make purchases on

Main Categories
payments for subscriptions. payments from customers online stores as a payment method

bills, mobile recharges, and other

bills, mobile recharges, and other
bills, mobile recharges, and other

Common Features
expenses directly expenses directly expenses directly

Payments using voice commands

q
Uni ue Features
with Google Assistant
Investments Pre-filled automatically payment

Looks & Feel Minimalist design Average UI Minimalist design

Usa ility b Easy navigation Easy Little difficult

A comprehensive list of direct and indirect competitors was compiled based on mar ket

research, app store ran k ings, and industry reports.

User Researc h
Quantitative & Qualitative Research

Did you faced any issue for payment ? h

W at features would you li e to k have in payment app ?

Payment processing

Declined payments
errors 18% h
Sc eduled Payments

36%
44%

56%

45% Limited payment

options

Multiple Payment

Options

h
W at would ma e you use t e app more fre uently ? k h q How quickly are your transactions processed ?

Cas hback Offers Cross-Border Payments

18% 18%
Ban k and Card Linking

36% Online Payments 36%

45% 45%

Quick Payments Immediate Transfer

Confirmation

Let us know more ways to enhance services ?

Enhanced Security Features

13%
Currency Con ersion Integration v 27%

Automatic Sa ings Plans v

33%

27%
More Payment Methods

To design a successful payment app, it's crucial to deeply understand your target users.

This involves gathering both quantitative and qualitative data to paint a comprehensive

picture of their needs, behaviors, and preferences.

Affinity Mapping

Capture
Did you faced any Declined payments Declined payments Limited payment Payment processing Payment processing Declined payments Declined payments Limited payment Payment processing Payment processing

issue for payment options errors errors options errors errors

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W at features h
Sc eduled Payments Multiple Payment h
Sc eduled Payments Multiple Payment Multiple Payment h
Sc eduled Payments Multiple Payment h
Sc eduled Payments Multiple Payment Multiple Payment
would you li e to k Options Options Options Options Options Options

have in payment
app ?

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W at would ma e k Ban k Transfers Quick Payments Ban k and Card Quick Payments Cas hback Offers Ban k Transfers Quick Payments Ban k and Card Quick Payments Cas hback Offers
h
you use t e app Linking Linking
more frequently ?

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How quickly are Immediate Transfer Immediate Transfer Cross-Border Ban k Transfers Online Payments Immediate Transfer Immediate Transfer Cross-Border Ban k Transfers Online Payments

your transactions Confirmation Confirmation Payments Confirmation Confirmation Payments

processed ?

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Let us know more Enhanced Security More Payment More Payment v

Automatic Sa ings v
Currency Con ersion Enhanced Security More Payment More Payment v
Automatic Sa ings v
Currency Con ersion

ways to enhance Features Methods Methods Plans Integration Features Methods Methods Plans Integration

services ?

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Group
Declined h
Sc eduled Instant Transfers Immediate Enhanced
payments Payments Transfer Security Features

Confirmation

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Limited payment Multiple Payment Quick Payments Cross-Border More Payment

options Options Payments Methods

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Payment Ban k and Card Online Payments More Payment

processing errors Linking Methods

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Cas hback Offers Currency

v
Con ersion

Integration

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Label
Payment issue Features Frequently use Transcations Enhance
services

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Declined h
Sc eduled Instant Transfers Immediate Enhanced
payments Payments Transfer Security Features
Confirmation

h
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sus mita h
sus mita

Limited payment Multiple Payment Quick Payments Cross-Border More Payment

options Options Payments Methods

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Payment Ban k and Card Online Payments More Payment

processing errors Linking Methods

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Cas hback Offers Currency

v
Con ersion

Integration

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User Persona

Sourabh Davari
Interests : Bike riding | Swimming | Music

Bio : Technology :
Internet
Sourabh is professional Frontend Software Engineer,a

‘data junkie’ for 3 years experience. He like to take

Software
challenges and enjoy to explore new tricks and techniques

in coding. he wants to trackhis mood, happiness,sleep

Mobile Apps
quality and how his eating and exercise habits affects his

well being. Social Networks

Goals :
To cut down on unhealthy eating and drinking habits.
Brands :
To measure multiple aspects of life more scientifically.

To set goals and see and make postive impacts on his life.
Name :
Davari

Sourabh
Frustration :
Age :
26

Unfamiliar with wearable technology

Location :
Kolhapur, India

Saturated tracking market

Occupation : Software Engineer

Manual tracking is too time consuming

Megha Kharate
Interests : Read | Design | Music

Bio : Technology :
Creative and versatile graphic designer with 2 years of
Internet
experience in design . Passionate about crafting visually

stunning and impactful Committed to delivering exceptional

Software
design solutions that exceed client expectations. Dedicated

to creating visually appealing and memorable designs that

Mobile Apps
resonate with audiences.
Social Networks
Goals :
User friendly interface
Brands :
Delivery on time

All customer satisfaction

Name :
Megha Kharate

Frustration :
Age :
26

Pricing will be too hig h

Location :
Pune, India

Delivery & pick up not on time

Occupation : Graphic Designer

Customer support is bad

Shubhangi Dorle
Interests : Dance | Movie | Music

Bio : Technology :
Shubhangi is a working professional, she is the bread
Internet
winner of the family. she is a workaholic and tries to

balance her stress by dedication time with her pets .

Software
since she is a buzy working professional, she loves to

do all her shopping online. she loves to explore new places .

Mobile Apps
Social Networks
Goals :
To have an active life style
Brands :
Eat healthy and organic foods

Explore new places

Name :
Shubhangi Dorle
Frustration :
Age :
26
Keeping track of day today tasks

Location :
Nagpur, India
No time for personal life

Occupation : Mechincal Engineer Doesn’t have much time for shopping

Empathy Mapping

Says Thinks Says Thinks

I want more option on payment app Where app support all payment
How easy it is to pay bills and send
Users expect to complete

I want quick and easy steps for

options or features that users

money to friends & family transactions with minimal steps

payment app desire

How app is intuitive and easy
Users want assurance that their

I want payment apps are more

Where cashback offered by many
to navigate? financial information is safe.

secure? payment apps?

Does Feels Does Feels

Ask friends and family suggestion Excited for cashbac (

Pay bills utilities, rent, credit cards Satisfactio

Compare payment apps. Money stress-free Redeem cashback or points. Happy

Says Thinks
What feedback do users provide
How easy and intuitive the app is

about their experience with a

to navigate impacts user satisfaction

payment app significantly

What suggestions do users offer to

What features do users find most

improve a payment app’s features

important in a payment app?

or services?

Does Feels

How do users set up and manage

Disappointe
their accounts on a payment app Frustrated
What steps do users take to ensure

security and privacy when using a

payment app?

Create user journey payment app

Phases o f Journey Login Bank Payment mo e d Payment

h
W at does t e h customer do? Connects through google account Clicks on search to find a bank Selects cash/online mode for Checks for

payment EMI/Discounts/UPI

h
W at is t e h customer thinking? Checks if he/she is able to view
Bank materials Are there any other mode method Are there any different scheme/
the app without login

Feels happy as there are other

h
W at is t e h customer feeling? payment mode
-

Ideas o f
-
For more knowledge bank
App design can be improved with
-
v
Impro ement opportunties can help you added new features

Sitemap Of Payment App

Home Page

Acc Pay Reward Pri ac v Help b

A out

Get Help Terms

Login Pay Reward Pri acyv Security
Q
FA S
v
Pri acy
Scan Q Redee C angh
Profil App Sett
Data & Trouble
Pay Con Offers Enable Softwar
Edit Per Pay P o h Data Sh Get OT Cont

Link Ba Ban k Tr Bloc e k Custom

h kB
C ec Pay UPI ID h
C at Ass

Cancel Self Tra Email

Delete Pay Bills

Log Out Mobile

Wallet Pay

Re uestq
Legend
Send Link
Home Page

Billing Spli Main Navigation

Feature list Auto-Pay Secondary Page

Future Page
QR Code S

User Flow Of Payment App

Ban k Acco

Log in or Sig QR Code P

h
Sc edule

Already
yes no
Sign
Payment Multiple Pa

Set up Acc Resources

Account Se

Help Center

Enter Name FA Q

Rewards Troublesh
Enter Emai
Create pa

Display La
Enter Pass User Setting

h
C ange pa
Settings

Account Ac

Default sett
Preferences

Email confi
Page setting

User Regis

Log in

Payment App Low Wireframeing

Splash Screen Log in page 1 Log in page 2 Home Payment Bills

Pay to
Scan

mobile Q
any R

Transcations Pay Mode Amount Bank Select

Password
Mode

Payment Done

Thank You For

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