Increasing merchant retention by 39% in AllTap with improved error handling.
Outcomes of this project
Outcomes of this project
Outcomes of this project
The business objective of the flow was always to onboard and allow merchants to use the app. The following were the broad results we obtained:
The business objective of the flow was always to onboard and allow merchants to use the app. The following were the broad results we obtained:
The business objective of the flow was always to onboard and allow merchants to use the app. The following were the broad results we obtained:
Reduced transaction failures by 43% in AllTap by implementing clear error messaging and proactive user guidance, ensuring smoother merchant payments.
Enhanced merchant experience by minimising payment disruptions, improving error visibility, and streamlining troubleshooting for faster resolution.
Reduced transaction failures by 43% in AllTap by implementing clear error messaging and proactive user guidance, ensuring smoother merchant payments.
Enhanced merchant experience by minimising payment disruptions, improving error visibility, and streamlining troubleshooting for faster resolution.
Reduced transaction failures by 40% in AllTap by implementing clear error messaging and proactive user guidance, ensuring smoother merchant payments.
Enhanced merchant experience by minimising payment disruptions, improving error visibility, and streamlining troubleshooting for faster resolution.
Background
The merchants face multiple bank errors on a day to day basis, most of which they do not understand or do not know how to act upon. Our work was to decrease that friction and help them take decisions to tackle these errors and reduce drop-offs.
The merchants face multiple bank errors on a day to day basis, most of which they do not understand or do not know how to act upon. Our work was to decrease that friction and help them take decisions to tackle these errors and reduce drop-offs.
Problem Statement
Enhance the user experience for the bank errors that the merchants face during transactions on a day to day basis.
Enhance the user experience for the bank errors that the merchants face during transactions on a day to day basis.
Process Overview
Merchants using the AllTap app frequently encountered transaction errors, leading to confusion and failed payments. The goal was to identify key pain points, streamline error communication, and enhance the user experience to reduce transaction failures.
Merchants using the AllTap app frequently encountered transaction errors, leading to confusion and failed payments. The goal was to identify key pain points, streamline error communication, and enhance the user experience to reduce transaction failures.
Identifying and Analysing Errors
Prioritization of Critical Errors
User Research & Flow Mapping
📬
Received a dataset of 200+ logged transaction errors from the engineering team.
🗄️
Categorized errors based on frequency and impact on transactions.
📈
Ranked errors statistically to prioritize the most critical issues.
Identifying and Analysing Errors
Prioritization of Critical Errors
User Research & Flow Mapping
📬
Received a dataset of 200+ logged transaction errors from the engineering team.
🗄️
Categorized errors based on frequency and impact on transactions.
📈
Ranked errors statistically to prioritize the most critical issues.
Identifying and Analysing Errors
Prioritization of Critical Errors
User Research & Flow Mapping
📬
Received a dataset of 200+ logged transaction errors from the engineering team.
🗄️
Categorized errors based on frequency and impact on transactions.
📈
Ranked errors statistically to prioritize the most critical issues.
Identifying and Analysing Errors
Prioritization of Critical Errors
User Research & Flow Mapping
📬
Received a dataset of 200+ logged transaction errors from the engineering team.
🗄️
Categorized errors based on frequency and impact on transactions.
📈
Ranked errors statistically to prioritize the most critical issues.
Proposed Solution
Proposed Solution
Proposed Solution
current flow
proposed flow
Payment Page
enter amount
select payment method
customer enters details
Transaction fails due to insufficient limit
current flow
proposed flow
Payment Page
enter amount
select payment method
customer enters details
Transaction fails due to insufficient limit
current flow
proposed flow
Payment Page
enter amount
select payment method
customer enters details
Transaction fails due to insufficient limit
current flow
proposed flow
Payment Page
enter amount
select payment method
customer enters details
Transaction fails due to insufficient limit
Solution
Solution
Solution
Iteration 1
Iteration 2
Iteration 1
Iteration 2
Iteration 1
Iteration 2
Iteration 1
Iteration 2
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 3
Iteration 1
Iteration 2
Iteration 1
Iteration 2
Iteration 1
Iteration 2
Iteration 1
Iteration 2
Outcomes of this project
Outcomes of this project
Outcomes of this project
The business objective of the flow was always to onboard and allow merchants to use the app. The following were the broad results we obtained:
The business objective of the flow was always to onboard and allow merchants to use the app. The following were the broad results we obtained:
The business objective of the flow was always to onboard and allow merchants to use the app. The following were the broad results we obtained:
Reduced transaction failures by 40% in AllTap by implementing clear error messaging and proactive user guidance, ensuring smoother merchant payments.
Enhanced merchant experience by minimising payment disruptions, improving error visibility, and streamlining troubleshooting for faster resolution.
Reduced transaction failures by 40% in AllTap by implementing clear error messaging and proactive user guidance, ensuring smoother merchant payments.
Enhanced merchant experience by minimising payment disruptions, improving error visibility, and streamlining troubleshooting for faster resolution.