Redefining Voucher Buying Experience
Redefining Voucher Buying Experience
Fampay | Internship Work | B2C Fintech Product
Fampay | Internship Work | B2C Fintech Product
CASE STUDY COVER IMAGE
CASE STUDY COVER IMAGE
My Role
My Role
Research, Interaction Design, Prototyping, UI Design
Research, Interaction Design, User Flows, Wireframing, UI Design, Prototype
Research, Interaction Design, Prototyping, UI Design
Team
Team
2 Designers and 1 Manager
2 Designers and 1 Manager
Timeline
Timeline
9 Oct 2023 - 6 Nov 2023
9 Oct 2023 - 6 Nov 2023
Overview
Overview
FamPay is India’s first neobank for teenagers, offering a unique digital payment experience tailored to young users. It aims to instill financial literacy and responsibility among teens through a secure and user-friendly platform.
FamPay is India’s first neobank for teenagers, offering a unique digital payment experience tailored to young users. It aims to instill financial literacy and responsibility among teens through a secure and user-friendly platform.
FamPay is India’s first neobank for teenagers, offering a unique digital payment experience tailored to young users. It aims to instill financial literacy and responsibility among teens through a secure and user-friendly platform.
FamPay is India’s first neobank for teenagers, offering a unique digital payment experience tailored to young users. It aims to instill financial literacy and responsibility among teens through a secure and user-friendly platform.
As a product design intern, I was involved in enhancing the user experience for various features, including voucher purchases. My responsibilities included user research, interaction design, and prototyping to improve app functionality and user satisfaction.
As a product design intern, I was involved in enhancing the user experience for various features, including voucher purchases. My responsibilities included user research, interaction design, and prototyping to improve app functionality and user satisfaction.
As a product design intern, I was involved in enhancing the user experience for various features, including voucher purchases. My responsibilities included user research, interaction design, and prototyping to improve app functionality and user satisfaction.
As a product design intern, I was involved in enhancing the user experience for various features, including voucher purchases. My responsibilities included user research, interaction design, and prototyping to improve app functionality and user satisfaction.
My contributions significantly reduced voucher-related complaints by 80% and saved team bandwidth by 20%, demonstrating the impact of thoughtful UX design improvements.
My contributions significantly reduced voucher-related complaints by 80% and saved team bandwidth by 20%, demonstrating the impact of thoughtful UX design improvements.
My contributions significantly reduced voucher-related complaints by 80% and saved team bandwidth by 20%, demonstrating the impact of thoughtful UX design improvements.
My contributions significantly reduced voucher-related complaints by 80% and saved team bandwidth by 20%, demonstrating the impact of thoughtful UX design improvements.
What Exactly was the Problem
What Exactly was the Problem
There is a section called Cashback store from where user can buy various vouchers. Some users were unaware that certain vouchers in the Fam App's cashback store could only be redeemed once, leading to frustrations and complaints due to unused balances.
There is a section called Cashback store from where user can buy various vouchers. Some users were unaware that certain vouchers in the Fam App's cashback store could only be redeemed once, leading to frustrations and complaints due to unused balances.
There is a section called Cashback store from where user can buy various vouchers. Some users were unaware that certain vouchers in the Fam App's cashback store could only be redeemed once, leading to frustrations and complaints due to unused balances.
There is a section called Cashback store from where user can buy various vouchers. Some users were unaware that certain vouchers in the Fam App's cashback store could only be redeemed once, leading to frustrations and complaints due to unused balances.
Business Goals
Business Goals
Raise user awareness of one-time voucher redemption.
Decrease complaints in help and support.
Enhance overall app user experience.
Raise user awareness of one-time voucher redemption.
Decrease complaints in help and support.
Enhance overall app user experience.
Raise user awareness of one-time voucher redemption.
Decrease complaints in help and support.
Enhance overall app user experience.
Raise user awareness of one-time voucher redemption.
Decrease complaints in help and support.
Enhance overall app user experience.
Cashback Store UI
Cashback Store UI
Target Users
Target Users
FamPay's target users are teenagers aged 13-19 who seek financial independence and convenience in managing their money. These tech-savvy teens are looking for a secure and easy way to make payments, both online and offline, without relying on their parents' bank accounts.
FamPay's target users are teenagers aged 13-19 who seek financial independence and convenience in managing their money. These tech-savvy teens are looking for a secure and easy way to make payments, both online and offline, without relying on their parents' bank accounts.
FamPay's target users are teenagers aged 13-19 who seek financial independence and convenience in managing their money. These tech-savvy teens are looking for a secure and easy way to make payments, both online and offline, without relying on their parents' bank accounts.
FamPay's target users are teenagers aged 13-19 who seek financial independence and convenience in managing their money. These tech-savvy teens are looking for a secure and easy way to make payments, both online and offline, without relying on their parents' bank accounts.
User Interview
User Interview
To gain deeper insights, we prepared a questionnaire for users from different areas of India. This included users who had complaints related to voucher issues as well as those who were not purchasing them. Below is the list of questions we asked them.
To gain deeper insights, we prepared a questionnaire for users from different areas of India. This included users who had complaints related to voucher issues as well as those who were not purchasing them. Below is the list of questions we asked them.
To gain deeper insights, we prepared a questionnaire for users from different areas of India. This included users who had complaints related to voucher issues as well as those who were not purchasing them. Below is the list of questions we asked them.
To gain deeper insights, we prepared a questionnaire for users from different areas of India. This included users who had complaints related to voucher issues as well as those who were not purchasing them. Below is the list of questions we asked them.
questionnaire
questionnaire
Our Key Findings
Our Key Findings
Vital Role of Clarity
Transparent communication of voucher policies is crucial to avoid user confusion and frustration.
Principle of Transparency - Transparent communication builds trust and empowers users to navigate the app confidently.
What was going wrong - Without clear communication, users struggled to understand why their vouchers could only be redeemed once, leading to complaints and a diminished user experience.
Transparent communication of voucher policies is crucial to avoid user confusion and frustration.
Principle of Transparency - Transparent communication builds trust and empowers users to navigate the app confidently.
What was going wrong - Without clear communication, users struggled to understand why their vouchers could only be redeemed once, leading to complaints and a diminished user experience.
Transparent communication of voucher policies is crucial to avoid user confusion and frustration.
Principle of Transparency - Transparent communication builds trust and empowers users to navigate the app confidently.
What was going wrong - Without clear communication, users struggled to understand why their vouchers could only be redeemed once, leading to complaints and a diminished user experience.
Transparent communication of voucher policies is crucial to avoid user confusion and frustration.
Principle of Transparency - Transparent communication builds trust and empowers users to navigate the app confidently.
What was going wrong - Without clear communication, users struggled to understand why their vouchers could only be redeemed once, leading to complaints and a diminished user experience.
Essence of Continuous User Education
Continuous user education fosters long-term user engagement and satisfaction.
Principle of Continuous Improvement - By consistently updating and reinforcing user knowledge, the app facilitates a smoother user experience.
What was going wrong - Without ongoing education initiatives, users remained unaware of the one-time redemption policy for certain vouchers.
Continuous user education fosters long-term user engagement and satisfaction.
Principle of Continuous Improvement - By consistently updating and reinforcing user knowledge, the app facilitates a smoother user experience.
What was going wrong - Without ongoing education initiatives, users remained unaware of the one-time redemption policy for certain vouchers.
Continuous user education fosters long-term user engagement and satisfaction.
Principle of Continuous Improvement - By consistently updating and reinforcing user knowledge, the app facilitates a smoother user experience.
What was going wrong - Without ongoing education initiatives, users remained unaware of the one-time redemption policy for certain vouchers.
Continuous user education fosters long-term user engagement and satisfaction.
Principle of Continuous Improvement - By consistently updating and reinforcing user knowledge, the app facilitates a smoother user experience.
What was going wrong - Without ongoing education initiatives, users remained unaware of the one-time redemption policy for certain vouchers.
Solutioning
Solutioning
After completing the user interviews, I began ideating and developing various potential solutions.
After completing the user interviews, I began ideating and developing various potential solutions.
After completing the user interviews, I began ideating and developing various potential solutions.
After completing the user interviews, I began ideating and developing various potential solutions.
Interactive Voucher Redemption Guide
In-app tutorial aids users in redeeming vouchers, emphasizing the one-time redemption rule for clarity.
In-app tutorial aids users in redeeming vouchers, emphasizing the one-time redemption rule for clarity.
In-app tutorial aids users in redeeming vouchers, emphasizing the one-time redemption rule for clarity.
In-app tutorial aids users in redeeming vouchers, emphasizing the one-time redemption rule for clarity.
Problems
Some users may skip or ignore the tutorial, missing important information about the one-time redemption policy.
Users with disabilities may face challenges engaging with the interactive tutorial, impacting their ability to understand voucher redemption rules.
Some users may skip or ignore the tutorial, missing important information about the one-time redemption policy.
Users with disabilities may face challenges engaging with the interactive tutorial, impacting their ability to understand voucher redemption rules.
Some users may skip or ignore the tutorial, missing important information about the one-time redemption policy.
Users with disabilities may face challenges engaging with the interactive tutorial, impacting their ability to understand voucher redemption rules.
Some users may skip or ignore the tutorial, missing important information about the one-time redemption policy.
Users with disabilities may face challenges engaging with the interactive tutorial, impacting their ability to understand voucher redemption rules.
Interactive Voucher Redemption Guide Concept
Interactive Voucher Redemption Guide Concept
Real-Time Payment Notifications
Alerts users during payment if voucher amount doesn't match, avoiding partial redemptions.
Alerts users during payment if voucher amount doesn't match, avoiding partial redemptions.
Alerts users during payment if voucher amount doesn't match, avoiding partial redemptions.
Alerts users during payment if voucher amount doesn't match, avoiding partial redemptions.
Problems
Delayed or untimely notifications may fail to alert users in time to prevent partial redemptions, defeating the purpose of real-time alerts.
Interruptions caused by notifications may disrupt the payment flow, potentially causing users to abandon transactions.
Delayed or untimely notifications may fail to alert users in time to prevent partial redemptions, defeating the purpose of real-time alerts.
Interruptions caused by notifications may disrupt the payment flow, potentially causing users to abandon transactions.
Delayed or untimely notifications may fail to alert users in time to prevent partial redemptions, defeating the purpose of real-time alerts.
Interruptions caused by notifications may disrupt the payment flow, potentially causing users to abandon transactions.
Delayed or untimely notifications may fail to alert users in time to prevent partial redemptions, defeating the purpose of real-time alerts.
Interruptions caused by notifications may disrupt the payment flow, potentially causing users to abandon transactions.
Real-Time Payment Notifications Concept
Real-Time Payment Notifications Concept
Voucher Purchase Alerts
Proactive notifications at purchase, informing users of terms like one-time redemption.
Proactive notifications at purchase, informing users of terms like one-time redemption.
Proactive notifications at purchase, informing users of terms like one-time redemption.
Proactive notifications at purchase, informing users of terms like one-time redemption.
Problems
Users may habitually dismiss purchase alerts without reading them, missing crucial details about voucher terms like one-time redemption.
Number of users purchasing the vouchers can decrease significantly.
Users may habitually dismiss purchase alerts without reading them, missing crucial details about voucher terms like one-time redemption.
Number of users purchasing the vouchers can decrease significantly.
Users may habitually dismiss purchase alerts without reading them, missing crucial details about voucher terms like one-time redemption.
Number of users purchasing the vouchers can decrease significantly.
Users may habitually dismiss purchase alerts without reading them, missing crucial details about voucher terms like one-time redemption.
Number of users purchasing the vouchers can decrease significantly.
Voucher Purchase Alerts Concept
Voucher Purchase Alerts Concept
Final Solution
Final Solution
We decided to inform users about the one-time use of vouchers before purchase and made it mandatory for users to read this information to avoid any miscommunication. This notice is positioned right above the "Buy Now" button for clear visibility. The "Buy Now" button remains disabled until the user clicks the "One-time use only" acknowledgment button.
We decided to inform users about the one-time use of vouchers before purchase and made it mandatory for users to read this information to avoid any miscommunication. This notice is positioned right above the "Buy Now" button for clear visibility. The "Buy Now" button remains disabled until the user clicks the "One-time use only" acknowledgment button.
We decided to inform users about the one-time use of vouchers before purchase and made it mandatory for users to read this information to avoid any miscommunication. This notice is positioned right above the "Buy Now" button for clear visibility. The "Buy Now" button remains disabled until the user clicks the "One-time use only" acknowledgment button.
We decided to inform users about the one-time use of vouchers before purchase and made it mandatory for users to read this information to avoid any miscommunication. This notice is positioned right above the "Buy Now" button for clear visibility. The "Buy Now" button remains disabled until the user clicks the "One-time use only" acknowledgment button.
One time voucher UI
One time voucher UI
Voucher Purchase Flow
Voucher Purchase Flow
Outcome
Outcome
Reduced the voucher related complaints by 80%.
Play Store and App Store rating was improved.
Saved the team bandwidth by 20%.
Reduced the voucher related complaints by 80%.
Play Store and App Store rating was improved.
Saved the team bandwidth by 20%.
Reduced the voucher related complaints by 80%.
Play Store and App Store rating was improved.
Saved the team bandwidth by 20%.
Reduced the voucher related complaints by 80%.
Play Store and App Store rating was improved.
Saved the team bandwidth by 20%.
More Work
More Work
More Work
More Work
Hackathon
Mobile App
Adobe Designathon Runner up
Adobe Designathon Runnerup
Adobe Designathon Runner up
Adobe Designathon Runner up
Second Rank in Adobe Designathon. I designed UX for an app enhancing visitor experience in botanical gardens through interactive guides.
Second Rank in Adobe Designathon. I designed UX for an app enhancing visitor experience in botanical gardens through interactive guides.
Second Rank in Adobe Designathon. I designed UX for an app enhancing visitor experience in botanical gardens through interactive guides.
Second Rank in Adobe Designathon. I designed UX for an app enhancing visitor experience in botanical gardens through interactive guides.
Internship
Fintech B2B
xPay Design System
xPay Design System
xPay Design System
Established a design system for xPay, improving design-to-dev handoff by 25%, enhancing efficiency and consistency.
Established a design system for xPay, improving design-to-dev handoff by 25%, enhancing efficiency and consistency.
Established a design system for xPay, improving design-to-dev handoff by 25%, enhancing efficiency and consistency.
Established a design system for xPay, improving design-to-dev handoff by 25%, enhancing efficiency and consistency.
