UX Case Study · 2024
FinPay
Redesign
Redesigned the payment experience, reducing transaction drop-off by 34% through research-driven UX improvements and a streamlined 4-step flow.
↓34%
Drop-off reduction
4 steps
From 7 steps
+22%
Completion rate
Good morning 👋
Alex Chen
AC
Total Balance
$24,831.50
↑ +$1,240 this month
↑
Send
↓
Receive
⇄
Exchange
+
Top Up
Recent Transactions
☕
Blue Bottle Coffee
Today, 8:14 AM
−$6.80
👤
Sarah Mitchell
Yesterday
+$320
🛒
Whole Foods
Jun 5
−$84.20
⊞
Home↑↓
Pay📊
Stats👤
Profile✓
Payment Successful
$1,500.00
sent to Sarah Mitchell
Transaction ID#FP824901
DateJun 7, 2024
StatusCompleted
⬇ Download Receipt
↗ Share Receipt
← Back to Dashboard
02, Problem Statement
Why users were abandoning payments
Analytics revealed a 61% abandonment rate in the existing flow. User research uncovered four core friction areas.
📉
High Payment Abandonment
61% of users who initiated a payment failed to complete it, significantly above the 38% industry benchmark for mobile payments.
61%
abandonment vs 38% industry avg
🔒
Complex Verification Flow
OTP + manual bank account verification + document upload required for every new recipient, a 7-step gauntlet frustrating users.
7 steps
to complete a single payment
🔍
Poor Transaction Visibility
No real-time status updates, unclear fee breakdowns, and confusing delivery timelines left users unsure payments went through.
42%
called support to confirm payments
⚠️
User Trust Issues
Generic error messages, no confidence indicators, and missing security signals caused users to question platform reliability.
2.1★
avg payment flow rating (App Store)
03, Research Insights
What the data told us
18 user interviews, 3 weeks of diary studies, and funnel analytics from 240,000 sessions surfaced clear patterns.
Payment Funnel Drop-off Analysis
Initiate Payment
100%
100%
Select Recipient
78%
78%
Enter Amount
62%
62%
Review Summary
51%
51%
Authentication
44%
44%
OTP Verification
41%
41%
Confirmation
39%
39%
⚠ Critical Drop Point
57% of abandonment happened between Review → Authentication, a 23-point drop caused by unexpected OTP friction.
User Interview Quotes
"I never know if the payment actually went through. I've sent the same money twice by accident."
, Marcus, 34 · Freelancer · Interview #7
"Every time I want to pay someone new I have to go through this entire verification thing. Just let me pay!"
, Priya, 28 · Marketing Manager · Interview #12
"The loading screen during payment is terrifying. Is it done? Did it fail? I sit there anxious for 30 seconds."
, Tom, 41 · Small Business Owner · Interview #3
18
User interviews
240K
Sessions analyzed
94
Pain points mapped
04, Existing User Journey
Where the old flow broke down
End-to-end journey map with friction points and abandonment zones in the original payment experience.
Normal step
Friction / high drop-off
🏠
Home
User taps Send
100%
👤
Find Recipient
Long list, no smart search
↓22% drop
📋
Bank Verify
Manual account entry required
↓16% drop
💰
Enter Amount
No balance context
📄
Add Purpose
Mandatory field, no examples
↓11% drop
🔒
Auth + OTP
PIN then separate SMS OTP
↓23% drop
✓
Confirmation
No receipt, no share
Only 39%
Sentiment Across Flow
Home
Recipient
Verify
Amount
Purpose
Auth/OTP
Done
😊 Positive
😐 Neutral
😤 Frustrated
05, Flow Comparison
From 7 steps to 4 steps
Verification moved to onboarding, mandatory purpose field removed, PIN+OTP replaced by biometrics, 3 full steps eliminated.
❌ Old Flow, 7 Steps
61% drop-off
1
Select recipient from full list2
Manual bank account verification3
Enter transfer amount4
Enter payment purpose (mandatory)5
Review summary6
Enter PIN + wait for SMS OTP7
Confirmation (no receipt)Avg. completion time: 4 min 22 sec
✓ New Flow, 4 Steps
27% drop-off
1
Smart search recipient (recent first)2
Enter amount with balance context3
Review summary with full fee breakdown4
Biometric auth → instant confirmation
✦ Bank verification moved to onboarding
✦ Payment purpose made optional
✦ PIN + OTP replaced by Face ID / fingerprint
✦ Payment purpose made optional
✦ PIN + OTP replaced by Face ID / fingerprint
Avg. completion time: 47 seconds
06–12, UI Screens
New payment experience
High-fidelity screens designed around trust, clarity, and speed, each solving a specific user need from research.
Good morning 👋
Alex Chen
AC
Total Balance
$24,831.50
↑ +$1,240 this month
••• 4821
Monthly Spent
$3,241
Pending
$480
Quick Actions
↑
Send
↓
Receive
⇄
Exchange
+
Top Up
Transactions
☕
Blue Bottle Coffee
Today, 8:14 AM
−$6.80
👤
Sarah Mitchell
Yesterday
+$320
🛒
Whole Foods
Jun 5
−$84.20
⊞
Home↑↓
Pay📊
Stats👤
Profile06, Home Dashboard
Balance · Quick Actions · Transactions
🔍
Recent Contacts
SM
Sarah M.
JL
James L.
PP
Priya P.
MK
Mike K.
Saved Beneficiaries
SM
Sarah Mitchell
Chase •••• 4821 · Last paid 2d ago
●
JL
James Liu
Wells Fargo •••• 2210
PP
Priya Patel
Bank of America •••• 9034
+
Add New Recipient
Bank, email, or phone
Continue →
07, Recipient Selection
Smart search · Recents · Saved
How much to send?
$1,500
Available balance: $24,831.50
$50
$100
$500
Max
From
🏦 Chase ••4821 Change
1
2
3
4
5
6
7
8
9
.
0
⌫
Review Payment →
08, Amount Entry
Smart keypad · Quick amounts · Source
SM
Sarah Mitchell
Chase •••• 4821
Amount
$1,500.00
Transfer fee
Free
From
Chase ••4821
Arrives
Instantly
Total
$1,500.00
Confirm & Authenticate →
🔒 256-bit SSL · FDIC Insured · PCI DSS
09, Transaction Summary
Full breakdown · Fees · Trust signals
⬡
Step 4 of 4
Confirm with Face ID
Authorising $1,500.00 to Sarah Mitchell
👤
Scanning…
or
🖐 Fingerprint
Use PIN instead
10, Authentication
Face ID · Fingerprint · PIN fallback
💸
Processing Payment
Securely sending $1,500.00
to Sarah Mitchell
to Sarah Mitchell
Verifying transaction… 65%
✓
Identity verified
✓
Funds confirmed
Contacting bank…
🔒 Protected by 256-bit encryption
11, Processing State
Progress steps · Reassuring microcopy
✓
Payment Successful
$1,500.00
sent to Sarah Mitchell
Transaction ID#FP824901
Date & TimeJun 7 · 9:41 AM
ArrivedInstantly
Balance after$23,331.50
⬇ Download Receipt
↗ Share Receipt
← Back to Dashboard
12, Success Screen
Confirmation · Receipt · Share
13, Transaction History
Clear financial record keeping
Transactions
⊞
🔍
All
Sent
Received
Bills
Shopping
June 2024
$3,241.80
14 transactions
Received
+$1,840
June 2024
↑
Sarah Mitchell
Jun 7 · Sent · Instant
−$1,500
☕
Blue Bottle
Jun 7 · Food & Drink
−$6.80
↓
Salary, Acme Corp
Jun 1 · Received
+$5,200
🛒
Whole Foods Market
Jun 5 · Shopping
−$84.20
🌐
Netflix
Jun 4 · Subscriptions
−$15.99
⊞
Home↑↓
Pay📊
Stats👤
ProfileKey UX Improvements in History
1
Smart search with category filters
Find any transaction instantly without scrolling
2
Monthly summary at a glance
Spending vs income with trend indicators
3
Auto-categorized with merchant icons
Quick visual scanning without reading dates
Spending by Category · June
Transfers$1,500
Shopping$842
Food & Drink$612
Subscriptions$287
14, Design System
Visual foundations
A systematic approach to color, type, and components ensuring consistency and accessibility across the entire product.
Color Palette
Typography Scale
Page Heading
Section Title
Component Label
Body text for descriptions and supporting content across screens
#FP824901 · ••4821 · $1,500.00
Button System
Status Badges
✓ Success
⚠ Failed
● Processing
⏳ Pending
Form Fields
Default
Enter amount
Focused
$1,500.00
Error State
Insufficient balance
8pt Spacing System
8px
16px
24px
32px
48px
64px
80px
Border radius: 8px (sm) · 12px (base) · 16px (lg) · 24px (xl) · 100px (pill)
15, Results & Impact
What we achieved
Measured over 8 weeks post-launch across 180,000 payment sessions. All improvements statistically significant at p < 0.01.
↓34%
Drop-off reduction
▲ Primary goal achieved
+22%
Completion rate
▲ 39% → 61%
5.6×
Faster to complete
4:22 → 0:47 min
4.7★
Payment flow rating
▲ From 2.1★
❌ Before Redesign
Payment abandonment
61%
Completion rate
39%
Avg. time to complete
4 min 22 sec
Number of steps
7 steps
Support calls (payment)
42% of users
App Store rating (flow)
2.1 ★
Biometric adoption
12%
✓ After Redesign
Payment abandonment
27%
Completion rate
61%
Avg. time to complete
47 seconds
Number of steps
4 steps
Support calls (payment)
8% of users
App Store rating (flow)
4.7 ★
Biometric adoption
78%
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