Enforced User Research to increase efficiency by 80%.
Neeraj Tripathy
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Posted Feb 27, 2024
Merchant selling products needs an easy to use application with the least effort and could be able to see all the required data in a finger touch distance.
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This is a personal project & I was not associated with AU Small Finance Bank while working on this project.
Fig 1- The Problem Statement, Key Findings & Solution
Wireframes
Fig 2- Merchant could track customer's payment status
Fig 2- Merchant adds product and amount for the invoice
Fig 3- Sharing of invoice to the customer
UI Designs
Fig 4- UI- Merchants could track customer's payment status
Fig 5- UI- Merchant adds product and amount for the invoice
Fig 6- UI- Sharing of invoice to the customer
Key Impact
Ease of UPI/Wallet Payments:
Previously, 10% of buys in a user’s shop were made utilizing advanced payments; presently, it’s 80%.
Automating receipt era spare time:
When the client used to spend 2 hours each day physically making receipts, it was diminished to 10 minutes, sparing a critical sum of time.
Transaction following guarantees exact records:
The enhancement is critical, as the client already had mistakes in recording 5% of exchanges and presently it has 0.5%.
Improving user involvement and expanding customer fulfillment (CSAT).
The CSAT score made strides by 28.6% from 7/10 to 9/10. The impact is evident.
Business Productivity and Taken a toll Savings:
The client once went through ₹100 per month on paper, ink, and manual receipt handling, which has presently been decreased to ₹20.
Increasing the transformation rate (number of effective exchanges per client) from 20% to 30% had a positive effect on revenue.
Community Engagement:
Repeat Client Rate: Increased from 30% to 40% of repeated consumers resulting in a 33.3% rise.
Conclusion
Not only did the Merchant Payment App help Naveen with his payments but it also strengthened his bonds with his customers. It made his shop the ideal fusion of old-world elegance and modern-world efficiency, providing a little piece of the up-and-coming to his doorstep.
This tale takes the case study closer to reality by weaving in the daily interactions of a dealer and his clients. This is a relatable story of tradition conflicting with innovation and a small business owner’s efforts to prioritize community while adapting to the modern world.
Thank you for going through this case study with all your patience and time. Here’s the link to my full case study on Medium, have a look at it as well and it won't take more than 5 minutes. 😇🧿