Timeline
04 months
Project Name
Help & Support
My Role
Product Designer
Timeline
04 months
Project Name
MyJio Help & Support
My Role
Product Designer
Ensure real-time transaction processing
Ensure real-time transaction processing
Meet user expectations for a highly intuitive interface
Meet user expectations for a highly intuitive interface
Prioritise security in all aspects of digital payments to build user trust
Prioritise security in all aspects of digital payments to build user trust
business challenge
business challenge
How can we build a secure and seamless UPI app from the ground up?
How can we build a secure and seamless UPI app from the ground up?
Analyzed 4 direct and 3 indirect competitors to understand their market positioning and user engagement strategies
Benchmarked competitors across target audience compatibility, app performance, brand strategy, and visual aesthetics, guiding our design choices
Leveraged user pain points and competitive insights to design an intuitive and secure UPI app that enhances user satisfaction and engagement
Analyzed 4 direct and 3 indirect competitors to understand their market positioning and user engagement strategies
Benchmarked competitors across target audience compatibility, app performance, brand strategy, and visual aesthetics, guiding our design choices
Leveraged user pain points and competitive insights to design an intuitive and secure UPI app that enhances user satisfaction and engagement
COMPETITIVE ANALYSIS
COMPETITIVE ANALYSIS
Industry benchmarking & market insights
Industry benchmarking & market insights
GATHERING INSIGHTS
GATHERING INSIGHTS
Collaborative affinity mapping for user insights
Collaborative affinity mapping for user insights
Our research phase focused on understanding user pain points and behavioral patterns in digital payments
By categorizing issues from user interactions with our existing platform, we defined key problem areas
Coupling these insights with competitive benchmarking helped shape the focus areas for the new UPI app design, ensuring a tailored user experience that addressed both user frustrations and expectations
Our research phase focused on understanding user pain points and behavioral patterns in digital payments
By categorizing issues from user interactions with our existing platform, we defined key problem areas
Coupling these insights with competitive benchmarking helped shape the focus areas for the new UPI app design, ensuring a tailored user experience that addressed both user frustrations and expectations
building empathy
building empathy
Turning user insights into design solutions
Turning user insights into design solutions
We immersed ourselves in user personas to identify their goals, frustrations, and motivations when using payment apps
This empathy-driven approach ensured that our design was aligned with the specific needs of various user segments, from tech-savvy users to first-time digital payment adopters
These insights were vital in crafting a user-centric design that was accessible, secure, and intuitive for diverse user profiles
We immersed ourselves in user personas to identify their goals, frustrations, and motivations when using payment apps
This empathy-driven approach ensured that our design was aligned with the specific needs of various user segments, from tech-savvy users to first-time digital payment adopters
These insights were vital in crafting a user-centric design that was accessible, secure, and intuitive for diverse user profiles
We prioritized clarity and simplicity, ensuring that the app's primary functionality—secure and real-time transactions—was immediately accessible
Key features like quick-access buttons and intuitive navigation were integral to maintaining engagement
Collaborative exercises, such as card sorting with the product team, helped us categorise content for the Help section, ensuring easy access to tutorials, user guides, and support resources
We prioritized clarity and simplicity, ensuring that the app's primary functionality—secure and real-time transactions—was immediately accessible
Key features like quick-access buttons and intuitive navigation were integral to maintaining engagement
Collaborative exercises, such as card sorting with the product team, helped us categorise content for the Help section, ensuring easy access to tutorials, user guides, and support resources
information architecture
information architecture
Streamlining structure for effortless interactions
Streamlining structure for effortless interactions
User-Centric Focus: Every design decision was centred around the users' needs, ensuring an optimal balance between seamless functionality and robust security
User-Centric Focus: Every design decision was centred around the users' needs, ensuring an optimal balance between seamless functionality and robust security
Continuous Feedback Loop: User testing and real-time feedback guided our iterations, allowing us to continuously refine the experience post-launch, ensuring it remained intuitive and efficient
Continuous Feedback Loop: User testing and real-time feedback guided our iterations, allowing us to continuously refine the experience post-launch, ensuring it remained intuitive and efficient
Collaborative Development: Worked closely with engineers and product teams to translate design iterations into a successful app that performed well across different devices
Collaborative Development: Worked closely with engineers and product teams to translate design iterations into a successful app that performed well across different devices
DESIGN APPROACh
DESIGN APPROACh
Continuous Improvement through Iterative Design
Continuous Improvement through Iterative Design
Introducing the new Jio UPI
Introducing the new Jio UPI
User-Centric Design: Continuous design iterations based on user feedback resulted in a highly intuitive interface, contributing to increased user satisfaction and adoption
Phased Rollout: We strategically rolled out the app in phases, starting with regions with a low user base, allowing us to monitor performance and improve continuously
Rapid Growth: Within 20 days, the app expanded to a pan-India launch, reaching 10 million users in the first year
IMPACT
Successful rollout of the Jio UPI product
IMPACT
Successful rollout of the Jio UPI product
User-Centric Design: Continuous design iterations based on user feedback resulted in a highly intuitive interface, contributing to increased user satisfaction and adoption
Phased Rollout: We strategically rolled out the app in phases, starting with regions with a low user base, allowing us to monitor performance and improve continuously
Rapid Growth: Within 20 days, the app expanded to a pan-India launch, reaching 10 million users in the first year
Bringing designs to life, one cold brew at a time
Bringing designs to life, one cold brew at a time