Semaai
Project type: Improvement
Bayar Tempo Repayment
After we released the 1st version of BNPL, we did a research project to gather Toko Tani’s awareness about Semaai BNPL and uncover all of Toko Tani’s thoughts and experiences related to Bayar Tempo. From previous research, we found that Toko Tanis, who had done the repayment, still didn’t feel a smooth repayment process. They still need sales team help to do the repayment.
My Role :
UX, researcher, UI designer, interface designer
Timeline
Q3 2022
8 mins read
Semaai Marketplace
+32% repayment increased
With this improvement, we successfully make a repayment from use more manageable
Background
After we released the 1st version of BNPL, we did a research project to gather Toko Tani’s awareness about Semaai BNPL and uncover all of Toko Tani’s thoughts and experiences related to Bayar Tempo.
From previous research, we found that Toko Tanis, who had done the repayment, still didn’t feel a smooth repayment process. They still need sales team help to do the repayment.
Currently, we have 8 Toko Tanis that use the BNPL payment method and 7 of those 8 Toko Tanis have chosen the BNPL payment method more than one time.
From those Toko Tanis who are using the Semaai BNPL payment method, we know that almost all of them still need the sales team’s help to do the repayment. The repayment process is considered as a complicated process and the Toko Tani’s did not understand how to do that.
This condition would be a blocker to our effort to scaling up the BNPL usage, since if we are not solving it. Every repayment will be heavily dependent on the salesperson.
To solve this problem, we need to find a repayment way that is easy for the users to finish by themselves. We need to conduct a research activity to meet with those Toko Tani’s who are using the Semaai BNPL method to deep dive into the user's experience in doing repayment for Bayar Tempo in general and their experience in doing the repayment in Semaai BNPL. We conducted user research to gain understanding of this problem.
Objective
Goals:
Identify Toko-tani’s experience in doing repayment for other distributors
Repayment irrespective of BNPL or non BNPL
Explore Toko Tani’s overall experiences in doing Semaai BNPL repayment process.
Uncover Toko Tani’s pain point in doing Semaai BNPL repayment process.
Uncover Toko Tani’s needs related to their process in doing Semai BNPL repayment.
Uncover and explore Toko Tani’s preference on how to do repayment on Semaai BNPL
Output:
Insights and recommendations of Semaai repayment method and flow.
Internal Outcomes:
Stakeholders can easily make decisions regarding Semaai repayment method and flow.
Stakeholders can easily reach 100% Toko Tanis independently doing repayment.
External Outcomes:
Toko Tanis can easily do the repayment process using Semaai BNPL.
Toko Tanis can have several payment methods that are reachable for them.
Toko Tanis can purchase more products by using Semaai BNPL payment method.
Problems
Accommodate seamless experience for BNPL repayment
Fixing broken experience of BNPL repayment
Accommodate due date alert or notification for BNPL
Adjust confusing copy
User Research Process
User’s Profile (Demographics)
TL;DR of Research Results
UX Audit on Previous Interface
New Flow, New UI, New User Experience
Tempo Dashboard:
On this page, the information about the due date is highlighted, and the nearest bill is automatically selected so that users can focus on the nearest one first so that they can use Semaai to pay the due date again.
Payment Page
On this page, the information about the due date is highlighted, and the nearest bill is automatically selected so that users can focus on the nearest one first so that they can use Semaai to pay the due date again.
Empty State
User has never used Semaai Tempo
Key Takeways
With improvements to this flow and improvements to UX writing, this increases user adoption in using Semaai Bayar Tempo, and also those who previously experienced payment arrears can be more focused on the nearest deadline.
Payment deadline increased to 1 month.