Stress free auto-payments

Current State

Blend Metrics, a cleint of marketeq Digial, a no-code B2B Saas development platform, faced issues when users exceeded monthly quotas for storage, API calls, bandwidth, and workflow tasks. Instead of paying overage charges manually, many users forgot to pay on time. This resulted in automatic account downgrades and a poor user experience.

The Problem

How Might We

increase developers trust in payment automation so that they can create applications without interruptions?

Solution

An automated payment system with user control.

My solution is an e-wallet with set limits and trigger alerts. This allows users to directly manage how much goes in and out, giving a sense of control of scheduled payments.

Impact

75% NPS measured from survey post usability testing and +15% user retention expected as measured from an exit survey

Other Details

Role

UX Researcher
UX Designer

Team

2 Project Managers
4 Developers
1 SME

Duration

4 Months

Tools

Figma
Adobe CC

But how will an E-wallet enhance users trust in automatic payments?

Keep scrolling to find out

⚙️ 🛠️

✦ product roadmap

This was not a linear process.

✦ Explanatory User research

The problem was known, so I started with interviews. 3 user interviews, 20 min each - remote, Semi-open questions later, one main theme emerged.

Persona 1 indicated trust issues : "What if they charge me more?"

Persona 2 indicated lack of clear communication: "Variable fee became like a hidden fee"

Lack of trust in auto-payments

Mostly because users weren’t notified about extra fees on time. They needed timely updates to avoid surprise charges.

✦ Competitve analysis

When I audited 30+ competitors, I came across Twilio, which offered an e-wallet but with more control. When users balance fell below the set amount of $10, a user set amount of $20 can be sutomatically recharged to the e-wlalet. This gave users more control over the auto-payments.

✦ MVP with MoSCoW method

Defining success, collaborating with the PM

✦ Wireframes

Fail, but fail fast. Low fidelity was chosen for wireframes because speed of iteration and refinement was more important in a startup environment than fidelity.

✦ Design system

Developers and the client loved using untitled UI as the design system. It helped in saving time, effort and money.

✦ Final design

Automate Payments with E-wallet - Now usage charges are taken out of e-wallet for an uninterrupted services.

The client loved e-wallet Automation - Admin can set a trigger amount and recharge amount to automatically top up their e-wallet. The client loved this because users will be making early payments.

Usage - View overage usage, identify the top consumer responsible, and set a payment method for overages.

✦ Usability testing results

3 Participants, 2 hours and 7 tasks per person were involved in testing if weather the app is easy to user

100% success

All users passed the test

94% easiness

Difficulty in sorting overage charge

94% Confidence

Confusion in understanding e-wallet

✦ Iterations based on usability test Data

Making E-wallet and realted features more prominent -When automatic payment is turned on, the color used in usage disspears, indicating that there are no more limits.

Before

After

More emphasis on visual data - Sorting out what’s the monthly subscription charge and what’s the overage has never been easier!

Before

After

Easy overage charge filtering - Sorting out what’s the monthly subscription charge and what’s the overage has never been easier!

Before

After

✦ Learnings

Takeaways

Adhering to the cleint requirement, I used an open-source design system - Untitled UI for a faster hand-over.

Client loved e-wallet, because if users abandoned the app for some reason, they get to keep that money.

Next steps

I take user retention very seriously. So I proposed a cold email saying "hey you have some money in your wallet"

A/B test the use of onboarding tutorial. Will that help in faster user aquisition is what I will be testing.

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