Introduction
I am working as a UX designer for a tiny business named FastPay that offers a mobile payment app for one-to- one transactions (competitors are PhonePe and GooglePay).
Since neither the company nor its users are satisfied with the present onboarding, they have engaged you to entirely revamp it.
Task
Create an onboarding sequence for this mobile app. The onboarding process must at the very least cover the following items:
- Creating an account
- Accepting permissions
- Linking and validating a bank account
- Adding friends from your phone’s contact list
- Understanding fees.
Define the purpose:
Creating an wireframes with the expected outcomes for the review, It will be more helpful and actionable for me. The goals right may be simple to focus on the Assumptions which I made during UX Research. The Primary Goals are.
Perform a UX competitive analysis of real companies PhonePe and GooglePay can help me better understand what other similar products/services are on the market.
What am Trying to accomplish with the competitive analysis?
Fast Pay targets three different type of users, They are...
Very-Tech-savvy: Master of all financial apps.
Not-so-Tech-savvy: has trouble using banking apps, but eventually gets acclimated to them and finds them comfortable.
Non-tech savvy: Does not read English fluently and requires assistance to utilise financial apps.
Competitive Analysis
Created Metric:
Here, I will analyze the user experiences of both Google Pay and PhonePe two widely used UPI Payment and Rewards apps in India, by Merchants as well as customers.
Google Pay
Is a digital wallet and an online payment app from Google. It supports contactless payments, as well as purchases.
PhonePe
Started as a UPI payment app back in 2015, but now supports services like financial support, insurance, food, and grocery orders via partners, and much more.
Onboarding - Login process
In India, people still know about the two apps and their purpose, but not everyone around the world knows about them.
1. The very first pages, of both Google Pay and PhonePe asking User’s Number, without indicating the app’s purpose, or what the app is about. Also options provided on the login page — Language, and Country..
2. Yeah, Google Pay still indicates its purpose with the help of an illustration animation, but there is no written message.
3. I believe in order to increase transparency, both apps should have at least one or two lines defining their purpose.
4. PhonePe provides multiple options to log in, while Google Pay automatically moves on to mobile number verification as soon as a user adds their number.
5. Yes, Google’s login process is quick and safe.
6. In my opinion, PhonePe, giving multiple login options, is better equipped in error handling. If for some reason, outgoing messaging services are not working for someone.
7. PhonePe allows a user to receive an SMS in the form of a One Time Password instead. It also allows a user to set up a 4-digit login PIN that can be used without the need for a working SIM card.
Adding/Linking Bank Accounts
Google Pay made it easy user flow to add bank account at the beginning. Googlepay
8. Google showing the linked bank accounts with login mobile number and leads to activate and start the payment
9. PhonePe navigates directly to home screen and Gives an action to add bank account at the top
10. Users wants to add new accounts they can go to the user profile section and manage the accounts as remove, make primary and search the banks you want to add.
11. First time PhonePe navigates directly to home screen and Gives an action to add bank account at the top.
12. Users wants to add new account like similarly Google Pay go from profile section and manage the accounts
Here linking/adding accounts scenario Google Pay wins this competition. It gives simple user flow starting itself other than user go from the home page and find the banks instead of showing linked accounts of mobile number
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