Context

We need to be cautious with MVPs—they can unintentionally introduce flaws that ripple through the product later.

Through in-person testing, cross-department collaboration, and user research, we uncovered a major friction point: people were struggling both to make payments and to interpret the app’s payment-related messages.

Process

Competitor analysis helped us identify strengths and weaknesses in our competitors’ apps. This enabled us to uncover new opportunities and pain points.

In the competitor analysis below, we observed that almost all competitors featured payment as a navigation link in the bottom bar.

Phase 1 targeted quick wins, where we identified and applied several low-effort, high-impact improvements to the user journey.focused on quick wins, where we identified and implemented a few changes in the journey that required low effort but had high impact.

Service Blueprint

As part of the product design team at Jaja, I initiated and led a content and user experience strategy to address key usability issues impacting the in-app payments experience. To uncover root causes and map the full user journey, we created a Service Blueprint that detailed the front stage (user interactions) and backstage (support processes and internal systems) touch points across payment flow.