Reduce the number of pending transactions at paper.id
Role:
Product Designer
Timeline:
Q4 2024
Platform:
Mobile & Web app
Product:
Paper id is here as a payment solution in business transactions. Provides easy and reliable business payment features.
5 mins read
background
At Paper.id, there are many payment methods, one of which is payment via BCA transfer
As a B2B financial service, Paper.id focuses on invoicing and payment services. So, we provide many payment methods, such as QRIS, bank transfer, Credit Card, etc.
When users pay by BCA transfer, there is a unique code that must be entered. However, the problem is, many users make transfers without a unique code and make the status of transaction always pending because our team has to reconcile manually.
In this project, we want to help users and the Paper.id team to ensure that users make transfers with unique codes, so as to reduce complaints, delayed transactions, and transactions that need to be checked and reconciled manually.
Pending
00
:
29
:
49
Make a transfer to
Bank BCA Manual Transfer
PT. Pakar Digital Global
0027 7999 77
Copy
Total Pembayaran
Rp3,840,428
Copy
Make sure you transfer the total payment up to the last 3 digits for easy verification.
challenges
Why should we improve this?
Finding value in this feature
Before designing this project, I need to know why is this so fatal and how are competitors dealing with this given that this payment method exists in all applications or websites related to e-commerce, sales, etc.
Simplify the business transaction
If the transaction process is easy, this will make users continue to use paper.id and gain the user’s trust, so this affects the company's revenue.
Stop the complaints and human error
Imagine this is happen every day around 50-100 transactions and when their transaction does not change to paid, they will complain which leads to more questions coming to Customer Service. Also, the operational team should check and reconcile the transaction manually, this may lead to human error.
Paper.id
/Login
1
Select Payment Method
The fees and payment methods listed have been arranged by GreenTea 2 through the Paper.id platform. More Info.
Search
QRIS
Fee Rp1,000.00
QRIS
(BCA QR, Gopay, Dana, ShopeePay, LinkAja, CIMB QRPay, and others)
Favorite
Various Fees
Attention
Sesuai Syarat dan Ketentuan dari mitra pembayaran, metode pembayaran kartu kredit melalui tokopedia disediakan pilihan khusus.
CC / Kartu Kredit via Tokopedia
Biaya 1.8%
(1.45%)
Bayar tagihan melalui e-invoicing Tokopedia
Non CC & Cicilan via Tokopedia
(Rp1,000.00)
Bayar tagihan melalui e-invoicing Tokopedia
Mitra Pembayaran Digital
Biaya beragam
CC / Non CC via Blibli
Biaya 1.8%
(1.45%)
Bayar tagihan melalui Blibli
CC & Non CC via Shopee
Biaya 1.8%
(1.45%)
Bayar tagihan melalui Shopee
Transfer Virtual Account (Verifikasi Otomatis)
Biaya Rp1,000.00
Bank BCA (Pengecekan Manual)
Bank BRI
Bank Mandiri
Bank BNI
Bank Permata
ATM Bersama
Kartu Kredit
Biaya 1.8%
(1.45%)
Kartu Kredit
e-Wallet
Biaya Rp1,000.00
OVO
Gunakan promo Paper ID
Total Pembayaran
Rp3,840,000.00
Bayar
Confirm Your Total Payment
You have to write the total payment amount of Rp117,175.00 to continue the payment.
Input Total Payment
Rp117,175.00
Next
Paper.id
/Login
1
Detail Sales Invoice
Back to Home
Expired
00
:
00
:
00
The payment deadline has expired, this transaction cannot be used.
Make a transfer to
Bank BCA Manual Transfer
PT. Pakar Digital Global
0027 7999 77
Copy
Total Pembayaran
Rp3,840,428
Copy
Make sure you transfer the total payment up to the last 3 digits for easy verification.
Partner’s Name
Miko
micho.paper@gmail.com
No. Handphone
085157150000
Total Invoice
Rp3,840,000.00
Additional Fees
Gratis
Unique code
428
Bill Amount
Rp3,840,428.00
Company Information
How to Pay
Your payment status hasn't changed? Upload your proof of transfer for verification
Upload Payment Proof
Repeat Payment
Paper.id
/Login
1
Detail Sales Invoice
Back to Home
Pending
00
:
29
:
49
Make a transfer to
Bank BCA Manual Transfer
PT. Pakar Digital Global
0027 7999 77
Copy
Total Pembayaran
Rp3,840,428
Copy
Make sure you transfer the total payment up to the last 3 digits for easy verification.
Partner’s Name
Miko
micho.paper@gmail.com
No. Handphone
085157150000
Total Invoice
Rp3,840,000.00
Additional Fees
Gratis
Unique code
428
Bill Amount
Rp3,840,428.00
Company Information
How to Pay
Saya sudah Transfer
Ubah Metode Pembayaran
Status pembayaran Anda belum berubah? Upload bukti transfer untuk verifikasi
Upload Bukti Transfer
Ubah Metode Pembayaran
Upload Payment Proof
*If you have more than one mutation for this transaction, please contact Whatsapp Customer Service Paper.id
Transfer Amount*
Rp124,000.00
Enter the amount you have transferred.
For next payments, you must pay the exact amount, otherwise:
Your transaction status will remain unchanged and pending.
You will need to Upload Payment Proof and your transaction will be verified within 1x24 hours.
Save
Image: The final design of detail payment
Research & findings
Know more user journey
With the UX Researcher, I interviewed around 7 users who have made transactions using bca transfer and who have complained about pending transactions.
We asked the questions to understand their journey and perspective when they make a payment by BCA transfer. The purpose is to improve the right interface based on their needs.
Planning to pay their invoice
After user create their invoice and select their partner, they should select the payment methods, such as credit card, bank transfer, Bank Virtual Account, so on. Behavior of user when choose a payment method is based on familiarity and accessibility.
Pay & see transaction status
So, after selecting a payment method via bank transfer, they will see an overview of the payment, such as the billing amount with a unique code, bank account number, transaction ID, etc. After they pay, the status of the transaction should change from “pending” to “paid”, but if they pays an incorrect amount, the transaction status will not change. This is what triggers users to ask and complain to Customer Service.
design exploration
Designing with the entire human experience in mind
This case is so fatal and disadvantage for both the paper and the user. So instead of just justifying the interface and information hierarchy on the payment page, I also included some confirmations for the user to make sure they paid the correct amount (include the last 3 digits of the total bill amount).
Here is the journey:
Pop up confirmation of input amount
In order to reduce errors in transfers, after selecting the payment method, the user will input the correct nominal to continue. The nominal will be displayed on the pop up. this helps for users to remember the nominal they have to pay.
Straight forward detail payment
In the detail payment page, I made it straight forward and just highlight the total amount and the bank account number. I also refined the information hierarchy according to its importance.
Before:
Here some reasons why users like to transfer not inputting the last 3 digits:
Too much information and not straight forward about the bill amount
Display the detailed amount so that the user does not focus on the final amount they have to pay
The banner information does not indicate the final amount to be paid.
There is no information to upload the payment proof if the transaction status still pending.
After:
There are some points that I highlight:
I updated the information hierarchy, starting with the countdown, bank account number, and final amount
Not much information is displayed, just focused and straight forward to the final amount and bank account number. I hid the payment details so that users won't be fooled.
Banner information focuses on the last 3 digits and provides information that they must pay according to the amount of the last 3 digits.
Provide information if the user has transferred, but the transaction status has not changed, they can upload proof of transfer.
Also, this is one of fun part was designing a bunch of different card about detail payment. I took inspiration from some apps and webs that has detail payment.
Image: Card payment exploration
Upload payment proof & reminder
We know how users feel if they have paid but the transaction status has not changed, they will panic considering the large amount of payment. So, from that problem, we came up with a solution for users to upload their proof of payment and there will be a description and reminder for the next transaction to input the appropriate nominal up to the last 3 digits.
Transfer BCA
Upload Payment Proof
Unggah bukti transfer di sini
Format dokumen JPG, JPEG, PNG, PDF, maksimum 10MB
*If you have more than one mutation for this transaction, please contact Whatsapp Customer Service Paper.id
Transfer Amount*
Rp124,000.00
Enter the amount you have transferred.
For next payments, you must pay the exact amount, otherwise:
Your transaction status will remain unchanged and pending.
You will need to Upload Payment Proof and your transaction will be verified within 1x24 hours.
Save
Transfer BCA
Upload Payment Proof
*If you have more than one mutation for this transaction, please contact Whatsapp Customer Service Paper.id
Transfer Amount*
Rp124,000.00
Enter the amount you have transferred.
For next payments, you must pay the exact amount, otherwise:
Your transaction status will remain unchanged and pending.
You will need to Upload Payment Proof and your transaction will be verified within 1x24 hours.
Save
How we manage this?
We not only make improvements from the user side, but we also create an internal web for the Paper team to manage all these transactions, such as to manually recon all incoming transactions.
We also notify the number of pending transactions so that they can check one by one and avoid human error.
Lesson learned
Research and know your users
Doing research by meeting with users directly gave me a lot of perspective from their views. I can infer solutions to their problems, even know their reasons, journey, and behavior.
But, doing desk research is important too. I also know how competitors do it.
Constantly seek out feedback from your teammates
The purpose that to create design options to get feedback and perspective with other teammates. This helped me to get out of the horse's goggles or the truth as I understood it.