Gojek - Gobiz Wallet
Hendri Lubis (Tigo Design)
About the Project
In 2020, we initiated a project to introduce the concept of a wallet to our merchants, starting with dashboard users for testing and gathering insights. In 2021, we focused on addressing the issue of low merchant wallet balances, which increases the risk of payment failure.
Our primary objective is to ensure successful revenue collection by securing deduction money from merchants. Our secondary goal is to increase wallet usage by adding more use cases through third-party business offerings. To achieve this, PM propose switching from automatic to on-demand payouts, which will require manual withdrawal.
Timeline: 9 Weeks
Industry: Fintech, Merchant Apps
Company: Gojek Indonesia
The Problem
Many merchants have a balance of less than IDR 200,000 in their merchant wallet, which unfortunately is not enough to cover their subscription and installment obligations. Specifically, 68% (139,546 out of 202,382 merchants) have merchant wallet balances below IDR 200,000, increasing the chance of payment failure.
Goals
Increase successful revenue collected by improving effectiveness of Wallet usage for existing merchants
Potential revenue loss 35% of POS merchants fail to be deducted because they do not have enough balance in their merchant wallets on Pre-Covid February 2020.IDR 4.8B Potential Deduction
IDR 1.7B (35.04%) Delayed Deduction (Potential loss)
Increase the use of Wallet by adding more use cases through third party Business Offering
By using our wallet, we offer a seamless way for merchants to purchase goods and services to support their business from our platform, using the money they receive from consumers. To provide a wide range of use cases for our merchants, we need a way for them to maintain a higher average balance on their wallet (e.g., for GoFresh, Tjetak).IDR 86.000 – 239.000 Average wallet balance
< IDR 200.000 Average wallet balance
Information Architecture
I began by creating the information architecture to help me and the team structure the information on the wallet feature screens.
Wireframe
I began creating a few low-fidelity wireframes to facilitate discussions with the Product Manager, Engineers, Researchers, and Business Stakeholders.
Hi-Fidelity of the first iteration
Once we finished creating all the high-fidelity mockups, incorporating copywriting provided by the UX writer, and developing the prototype, we were ready to test it.
Coachmark / Onboarding
Homepage
Withdraw Flows
Activities flows
Usability Testing key result
We used Maze to conduct remote usability testing during the first year of the COVID-19 pandemic. We successfully interviewed eight merchants, and we obtained valuable feedback and insights. We categorize these insights into three categories.
The final design after enhancement process
After numerous design critiques, discussions, and user tests, we have decided to move forward with this final design for the pilot release.
The business impact that we generate since the feature are rollout to the pilot merchants
5,89% (97 out of 1645 merchants are revert-back from manual to auto payout since the pilot rollout)
6 times Increasing the average merchants’ balance on wallet, from IDR 86.000 – 239.000 to IDR 572.700 – 1.300.000
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Posted Jan 14, 2025
Gobiz wallet - an innovative way to generate revenue and create opportunities for cross-selling Gojek's products and services to businesses
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