Why Redesign?
- Lack of transparency in daily payments resulting in friction while reconciling.
- Loss of trust in platform and hence, low hero stickiness.
- High number of hero support calls for payment related queries.
- Lot of manual data digging by internal teams to resolve these queries.
Product feature goal
- Improve overall payments structure.
- Increase transparency around breakup of hero's daily payments.
Success Metrics
- Reduce hero support calls for payment issues (Current ~ 20%)
- Reduce hero attrition rate due to payment issues.
Research and Data Drill
- We conducted one-on-one interviews with 8 heroes i.e., 3 doing only Food shipments, 3 doing only EKL shipments and 2 doing both.
- We also had few sessions with Hero Support team to dig into frequent queries asked by heroes.
Initial Concepts
- Segregation of settled and unsettled payments.
- Daily payments segmented w.r.t. slots.
- Showing bits and pieces of money paid and deducted.
Wireframes and Final Design
Based on ideation, sketches were drawn to come up with final concept. Testing was also conducted with a set of users to validate sanity of new design.
Post Launch Metrics
Hero support calls for payments has reduced from 20% to ~7%.
Process automated for internal operations team.
