Re-designing the Redeem Journey enhancing user trust

UI/UX Interaction Design Android & iOS Product Design

I had the opportunity to lead the redesign of the Redeem Journey and KYC Journey, focusing on simplifying and streamlining the process to provide a more user-friendly experience.

The initial Redeem Journey had multiple steps, which was overwhelming for users and lead to increased user calls to customer support for support querries. Understanding the importance of a seamless and efficient experience, we set out to minimize the number of steps required for redemption while ensuring that necessary information was still collected for fraud checks.

We made the navigation to the Redeem page easily accessible from the Walet page and introduced an intuitive progress tracker for redeem requests, allowing users to visualize their advancement through the redemption process. This feature provided users with a clear sense of where they were in the journey and what's left to be completed.

For the KYC completion process, we noticed that the current KYC process required uploading multiple documents and did not clearly inform the user about all the steps involved in the process. We partnered with a new service provider to streamline the process and introduced a user-friendly interface that clearly communicated the required documents and their submission status. As a result, users found it easier and more convenient to complete the KYC process, leading to a significant reduction in drop-offs and a higher rate of successful verifications.

Overall, the redesign of the Redeem and KYC features played a pivotal role in enhancing user acquisition, engagement, and satisfaction. By prioritizing user needs and creating intuitive experiences, we created better user experience.