Enabling Split Payments on RejaReja

At RejaReja, digital payments are preferred over cash payments to ease reconciliation and payment tracking. However, many merchants still rely on cash for payment. Moreover, merchants often want to pay for an order using a combination of payment methods. The opportunity for the app is to introduce a split payment feature to enable merchants to pay for their orders using multiple payment methods.

To understand the problem and opportunity further, we conducted research in the form of interviews with our merchants. Some of the things we learnt included:

Some merchants didn’t have enough money on their digital wallets to fully pay for goods and needed to supplement the payment with a different method like cash

Our fulfilment agents sometimes lacked change when orders were paid for in cash and this led to them forcing merchants to load their digital wallets with cash and pay digitally

Based on the research findings, we decided to introduce a split payment feature on the RejaReja app that would allow merchants to pay for their orders using multiple payment methods. Here are some of the key features of the solution:

Clearly showing the different payment options available and highlighting the preferred payment option

Showing and pre-filling the balance due after a partial payment is made using one payment method

To enable the split payment feature, I created and presented a user flow that would guide merchants through the process of selecting and using multiple payment methods. Through reviews and feedback from the key stakeholders we were able to create a simple flow for our merchants.

Based on the research and user flows developed, I designed a UI layout that was simple and straightforward. Here are some of the key elements of the UI layout design:

Showcasing the different available payment options, whilst highlighting the preferred payment mode i.e. RejaReja wallet

Confirming payments and adding a CTA that drives to selection of a different payment methods if there is a balance left

Highlighting the next available option with the balance pre-filled

Despite this being a fairly simple project, one challenge we faced was how to better communicate the BNPL option to customers. The team was torn between calling it credit, loan or BNPL. Ultimately we went with buy now pay later (BNPL) and our sales agents were tasked with educating our merchants on that specific option and terminology.

We conducted user testing to ensure that the split payment feature was easy to use and understand. Here are some of the key findings from the testing:

Merchants found the split payment feature easy to use and appreciated the ability to pay with multiple payment methods.

Fulfilment agents didn’t need to worry about having change as often as they did before.

In conclusion, the introduction of the split payment feature on the RejaReja app was a success. Merchants found the feature easy to use and appreciated the flexibility it offered. However, there is still a need to explore opportunities to better promote digital payments over cash payments in a bid to reduce reconciliation processes and improve efficiency.