The client deals into creating digital solutions for rural India. They enable services that bridge the digital divide and improve connectivity and services across India. The client has been working with their merchants and are currently involved with Aadhar Based Payment Services (AePS) and Digital Money Transfer Currently.
The client had been working on a Waterfall methodology for their products and built on a war footing with several gaps in the user journey. Need was to create an ecosystem that would comprise of multiple products both offline and online.
We took a user first approach and empathized how the user feels. Conducted user research with interaction over 250+ hours and with a sample size of 320+ users and turned insights into actions.
Performed gap analysis and then tried to view it through the prism of the user; through a user-testing scenario, we tested the adoption with a limited set of adhikaris (sales folks) who showed a positive response and had feedback for us, helping us improve the designs and the product experience.
More than 70% of the pilot test users actively using the application after 2 months.
Wallet payments occupy around 15% of the transactions made through the platform within 2 months.
80% of the users mentioned the in-app experience being better than competitors.