Planning for streamlined Payments and Error Management
Kofluence Tech Pvt Ltd.
2019 - 2022
Influencer seamlessly paid for the collaboration
ABOUT KOFLUENCE
Kofluence is an innovative, data-driven, product-based solution that has transformed the influencer marketing industry in India. With a cumulative reach of over 6 Billion, the company has an expansive user base of 600,000 creators and over 100 Brands onboard. We aim to connect brands and their audiences through a data-driven and optimised influencer marketing platform. Our approach differs from the traditional agency-driven model, relying on user-centric and data-driven metrics for precision and effectiveness.
MY ROLE
As product designer and the first designer on the team, I played a pivotal role in establishing the brand identity. I meticulously crafted a robust design system and formulated ambitious five-year product and design goals. My focus areas included Design Strategy, Product Research, Testing and Product Management.
WORKING WITH THE TEAM
Working with Kofluence was a unique experience as we fostered collaboration across various teams, including BD, tech, and Ops. This allowed me to gain different viewpoints on creating a product and business.
REWARDS AND COMPENSATIONS
How might we incorporate diverse payment methods that uphold stringent compliance with secure payment gateways and RBI regulations while concurrently elevating error handling and data validation for an enhanced and secure financial transaction experience?
BREAKDOWN OF THE PROBLEM STATEMENT
01. Navigating the integration of Diverse Payment Methods
Integrating Diverse Payment Methods, including the Unique Challenge of UPI (Unified Payment Interface), following stringent Indian payment regulations by RBI. Addressing corner cases and error scenarios with strategic planning was another milestone.
03. Implementing image recognition for streamlined Automation of the KYC Process
The manual nature of the current KYC (Know Your Customer) process hinders efficiency. Introducing image recognition to automate and enhance this process presents a solution to expedite onboarding, improve accuracy, and elevate overall operational efficiency.
02. Robust Error Handling & Data Validation protocols
Designing and implementing a seamless experience in payment method addition and withdrawal within the Kofluence app. Addressing varied use cases, error scenarios, and corner cases from both user and Banking perspectives with precision.
04. Establishing efficient Reconciliation processes
The current system lacks a streamlined process for reconciling payment transactions within the influencer marketing ecosystem, necessitating a solution to enhance accuracy, efficiency, and transparency in financial reconciliations.
USE CASES AND RESEARCH
USE CASES AND SCENARIOS
We embarked on a thorough exploration of key use cases, to meticulously align the RBI regulations while preserving the seamless user experience. Our approach began with in-depth user research, unravelling the intricacies of various payment methods ranging from UPI and bank transfers to E-Wallets like Amazon Pay and Payments, used by the influencers to transfer their earnings from the Kofluence Wallet. Additionally, through research we discovered the other essential tools such as KYC and TDS certificate generation, recognising their pivotal role in the professional influencer marketing realm.
To do so, we delved into diverse payment gateways, scrutinising their integration requirements to seamlessly incorporate them into our design system. This comprehensive research not only informed our design decisions but also laid the groundwork for a secure and user-friendly payment environment.
WORKFLOW
MANAGEMENT
Our team conducted extensive research on RBI regulations, UPI guidelines, and payment gateways to design a comprehensive workflow that covers all relevant use cases. This initiative improved the collaboration and clarity between the product and design teams, while meeting the regulatory and user needs.
Flowchart for the Payments Module
SOLUTION SPACE
We designed a seamless payment transfer feature that allows users to add their account details in the transfer screen and choose from various payment options, such as bank transfer, UPI, or E-Wallets.
According to the RBI regulations, we validated the account number and IFSC code to verify the account holder’s authenticity. We also implemented real-time validation and error messages to minimise human errors and enhance the user experience.
Money Transfer from Kofluence Wallet
KYC AND TDS CERTIFICATES
We followed the RBI regulations and implemented a KYC process requiring users to upload images of their identity documents. Our image recognition software scans the images and matches the user details with multiple national databases to verify their identity. We also enabled users to download TDS certificates from our platform, which they can use to file their taxes.
KYC Verification and TDS certificates
Transaction Status provided in the Reconsiliations
PLANNING FOR OOPSIES
How might we streamline error communication to users and reduce human errors, fostering a positive user experience and instilling confidence in the app during error scenarios?
BREAKDOWN OF THE PROBLEMS /
RESEARCH QUESTIONS
01. Lack of Clarity
Users encounter frustration during mishaps when error messages lack clarity or specificity, impeding their ability to resolve issues effectively and leading to a negative user experience.
03. Loss of Trust
Poorly managed error states may reduce the users' trust in the app's reliability and functionality, impacting user retention and engagement.
02. Lack of User Experience
Empty states or missing content detract from the overall user experience, leaving users feeling uncertain potentially resulting in abandonment of the app or negative perceptions of the platform.
04. Increased Support Burden
Unclear error messages and empty states may prompt users to seek assistance from customer support, increasing the workload for support teams.
USE CASE RESEARCH
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We used Monkey testing to identify the use cases where error messages, empty screens, and other types of support aids were needed to assist the users. This helped us understand and address the corner case scenarios better.
Testing of the app and the web interface for all the errors cases to be addressed
Use Cases for the Empty States & Error Messages
SOLUTION SPACE
Empty State Errors
Creating visually engaging empty screens was a strategy to reduce user anxiety and maintain engagement during process lulls. By incorporating intuitive visuals, clear copy, and CTAs, we could effectively guide users and encourage interaction even when no content was available.
This approach not only enhances the user experience but also helps users understand the context of the situation without relying solely on written content. It's a proactive way to keep users informed, alleviate frustration, and foster continued exploration and interaction with the app.
In-Line Error Messages
Implementing toaster-style in-line messages, inspired by Microsoft, was a clever approach to enhance user guidance and communication within the app. By integrating these messages strategically throughout the user interface, we effectively informed users about updates, errors, and other important processes without interrupting their workflow. The use of visually distinct colours to highlight actions and statuses further aids user comprehension and navigation, ensuring that users can easily understand the available options and any restrictions without compromising the overall design integrity.
Updates & Communications
Utilising pop-up notifications with a blocked-out background effectively draws user attention to important updates and communications while minimising distractions. These pop-ups temporarily obscure the background creating a focused environment for users to interact with the message.
Additionally, providing actions relevant to the users' previous steps enhances user engagement and streamlines their workflow, ensuring a seamless user experience. This approach ensures that users are adequately informed and empowers them to take appropriate actions in response to the message, ultimately enhancing user satisfaction and usability.
Text Field Error Messages
Implementing detailed error states for input fields, was essential for maintaining user trust and confidence in the app. By providing clear feedback right below the field, users can easily understand any errors made with their input and navigate through the process more effectively. This proactive approach not only improved the user experience but also reduced user anxiety by providing immediate guidance on how to rectify the error.
