Razorpay Mobile Dashboard

Abstract

This was the first project that I took up at Razorpay. It initially started as a concept that was proposed to the org leaders as a prospective approach to enhance our merchant's experience and then turned into a full-blown product that went on for 16 months until completion. The product is now available in the App Store and the Play Store. This is a short writeup of the product journey.

About Razorpay dashboard

Razorpay Payments Solutions, a fin-tech startup that enables businesses to accept, process, and disburse payments with its product suite since 2015. One of their primary product, the payment gateway allows merchants to accept payments via multiple payment modes. The customers can manage their payment-related activities in the Razorpay Dashboard.

Overview of the problem

// The problem was initially identified by a couple of designers in the org when they noticed a surge in mobile traffic on the Razorpay web dashboard. This was reported in Dec 2018. When I joined in June 2019, I picked this from there to identify the needs of our merchants using mobile devices to access the dashboard.

Process & Timeline

Understanding the Problem

Initially, I spent some time analyzing data from google analytics and hotjar of the previous months to understand that if the spike has any pattern. I have also cold-called up a bunch of users to roughly validate the noted problems and opportunities.

Researching the Needs

We presented the outcomes of our quick study and got an initial sign-off from the product team, then we spent a whole quarter doing extensive user research with our users. Initially started off with a survey on the dashboard asking for consent and then conducted a structured interview with users who responded.

Analysis and Inferences

The research was conducted with one aim to find out whats is that we have to build on mobile which is minimal and viable enough for our merchants to solve their on-the-go needs. We analyzed the data collected with other stakeholders involved in the project like PMs, Design Managers etc.,

Key Inferences

On average first touchpoint (signup) for 65% of our users happens via mobile devices

Tracking and Capturing their payments is one of the primary use cases of this segment and they do this often to keep themselves updated with their business.

Merchants wanted a quicker way to reach out to customer support.

In critical situations like payment failures, they reach out to their customers and send out a payment link instead to make sure they pass through.

In SMEs, mostly the founders play all the roles like finance, sales, and management so their on-the-go needs are met via an m-web version of the dashboard

Delay in settlements causes panic and in such cases, merchants want to be updated on their statuses.