2021
Paymob
www.paymob.pk
Background
Paymob is a leading fintech platform that empowers businesses with innovative payment solutions, enabling them to accept and send payments seamlessly. During my tenure as a UX Designer, I was tasked with enhancing the user experience for Paymob’s core offerings: Accept, a solution for receiving payments, and Send, a platform for disbursing payments. The goal was to make digital transactions more accessible, intuitive, and efficient for businesses of all sizes, particularly in emerging markets.
Core problem
The existing platform faced several challenges that hindered user adoption and operational efficiency:
Complex Payment Setup: Merchants struggled to set up and integrate payment gateways, leading to a high drop-off rate.
Fragmented User Journeys: The workflows for receiving and sending payments were disjointed, causing confusion and inefficiency.
Limited Insights: Merchants lacked actionable insights and analytics to monitor transactions and optimize their operations.
Outdated Visual Design: The interface did not reflect the modern fintech aesthetic, reducing user trust and engagement.
These issues created friction for merchants and limited Paymob’s ability to scale its offerings effectively.
Approach & Process
User Research and Feedback Collection: Conducted interviews with merchants across various industries to understand their pain points and expectations. Analyzed support tickets and user behaviour data to identify recurring issues.
Unified User Journeys: Streamlined the workflows for Accept and Send, ensuring a cohesive experience from onboarding to transaction management.
Interactive Onboarding: Designed an interactive, step-by-step onboarding process to guide merchants through payment setup, reducing drop-offs.
Advanced Analytics Dashboard: Developed a centralized dashboard with real-time transaction data, insights, and customizable reports to empower merchants.
Responsive and Modern Design: Introduced a clean, responsive design that adhered to fintech best practices, ensuring usability across devices.
Scalability Focus: Created a design system to ensure consistency and scalability as new features were added.
Key Improvements
Simplified Payment Integration: Provided merchants with pre-configured templates and a guided setup wizard for faster payment gateway integration.
Enhanced Transaction Management: Introduced features like bulk payment processing, status filters, and transaction tagging for better organization.
Actionable Insights: Delivered data visualizations, trend analysis, and performance metrics to help merchants make informed decisions.
Improved Accessibility: Ensured compliance with accessibility standards to cater to a diverse user base.
Results and Impact
The redesign of Paymob’s Accept and Send platforms delivered measurable results:
Increased Merchant Onboarding: Onboarding success rates improved by 45%, with merchants completing the setup process in half the time.
Higher Transaction Volume: Monthly transaction volumes increased by 30%, driven by the ease of use and enhanced features.
Improved Merchant Satisfaction: NPS rose by 35%, with merchants praising the platform's simplicity and analytics capabilities.
Reduced Support Inquiries: Self-service features and intuitive workflows reduced customer support tickets by 25%.
Faster Feature Deployment: The scalable design system enabled the team to roll out new features 20% faster, supporting Paymob’s growth objectives.
The redesigned Accept and Send platforms transformed Paymob into a user-centric payment solution, empowering businesses to thrive in the digital economy and solidifying its position as a leader in fintech innovation.