Revamping Paytm Banking Experience

I spent the summer of 2018 at Paytm, Noida, working as a UX Design Intern. My task was to assess and improve the landing screen of the Paytm Payments Bank in the Paytm App to make it more intuitive.

I began by discussing with the product and design teams to understand their hypotheses and the research they had conducted. After gathering valuable insights, I tested the usability issues in the current layout. I clustered all emerging questions and conducted user research using these clusters as my research goals. Based on user needs, I defined personas, information architecture, and user flow.

After multiple iterations and critique sessions, I finaliwed the layout using Paytm’s Design System.

Duration: May 2018 – July 2018

Product Understanding

Old homepage UI

OLD EXPERIENCE

I conducted a heuristic analysis and discussed the product with designers to understand their hypotheses and the research they had completed. Key insights:

On the homepage, the debit card occupied nearly 60% of the first fold of the screen. This was done to increase conversion rates for debit card orders.
Users could click the debit card to view its details and settings, but this interaction was unintuitive.
The "Add Money" quick action in the bank section was also confusing. Users expected that adding money would credit their wallet, as it does in the main app. However, in the banking section, the money gets added to the savings account, leading to user confusion.

User Research

I clustered all questions and defined the research goal:

Understand the needs of users that influence them to adopt mobile banking:

What is the purpose of visiting a physical bank? Can this be addressed digitally?
Why do people use mobile banking?
What are users’ top priorities when using a banking app?

Understand user intuition and the homepage hierarchy of the bank section in the Paytm App:

Do users understand the purpose/function of each section on the homepage?
Do users find it easy to navigate and understand where they’ll land after interacting with various sections?

📝 INTERVIEW SCRIPT

Research Insights

Ideation

Key Note: Users are highly concerned about the security of their bank accounts. While most competitors include an extra layer of security at login, the Paytm Payments Bank allows users to access their bank directly through the Paytm app once it's opened. I restructured the existing flow to create a more secure banking experience.

OLD LOGIN FLOW