RAZORPAY • DESIGN CASE STUDY

Payment Success monitoring dashboard

Enable business owners to track customer payments through multiple payment methods including credit cards, net banking, and UPI on the Razorpay platform.

Timeline:

Razorpay Experience Pod (January - March 2022)

Team:

Product Designer (Me), Product Manager, and Engineering team

Impact:

67% reduction in service tickets, deployed solution for 25,000 businesses on Razorpay

Why are my customer payments failing? 😢

  • Merchants invest significantly in customer acquisition and can't afford to lose them during payment. Our solution helps merchants understand payment drop-offs.

  • When merchants experience high payment failure rates, it directly impacts their revenue, leading them to seek support from Razorpay.

  • Small and medium businesses frequently raise tickets for failure analysis, which our operations team addresses by investigating failed transactions and providing optimization recommendations. (900 tickets per month)

Small Businesses 🏡

  • Less than 100 employees

  • Monthly payments under ₹5 million

  • Examples: Instagram sellers, local stores, Shopify merchants, dropshipping businesses

“I track all my payments on Razorpay dashboard”

“As a business owner, I keep checking failed payments but can't understand why they fail.”

Enterprise 🏭

  • More than 100 employees

  • Monthly payments over ₹5 million

  • Examples: Tech startups, Walmart, Groww, Swiggy

"We track payments across various methods on our in-house dashboard"

"We have dedicated finance and accounting teams to monitor failed payments"


TARGET USERS -> SMALL BUSINESSES 🏡 💰

Small businesses, operating with limited resources, struggled to understand payment failures on their own.

SOLUTION - 1

Analyse payments

  1. Emphasized numerical data and failure reasons over charts to provide direct, actionable insights

  2. Streamlined the interface by moving explanatory text into tooltips, reducing visual clutter while keeping help accessible

  3. Crafted clear tooltip copy with real-world examples for each failure category to prevent confusion and minimize support tickets

We chose to enhance the existing payment tracking area, a familiar space for small merchants, ensuring the new features would be discovered naturally within their regular workflow

MOVING TOWARDS A DETAILED DASHBOARD 🔎

Next step was to provide payment method-specific insights, enabling merchants to track failures across different payment options like credit/debit cards, net banking, and UPI.

Solving for enterprise merchants

SOLUTION - 2 - ENTERPRISE

Success Rate Dashboard

  1. Gateway Performance Visibility - Merchants lack clear insights into their Razorpay gateway's performance.

  2. Payment Method Optimization - Without success rate data across payment methods, merchants can't guide customers to better options. For example, even if UPI has higher success rates, merchants can't promote it on their checkout page.

  3. Downtime Impact Analysis - While real-time downtime alerts exist, merchants can't see how these outages affect their overall payment success rates.

These issues generate 200-250 support tickets monthly.

Sample report sent by operations agent

What if we can give access to this data on the Razorpay dashboard?

Success Rate Dashboard (Solution)

Newsletter approach (iteration 1)

Pros:

  1. Design works as both digital dashboard and email newsletter format, allowing weekly updates to merchants

  2. Key information highlighted in summary card at top for quick insights

Cons:

  1. Payment method breakdown was placed in second fold, while business owners wanted easier access to this data

  2. Success rate trends were needed to understand downtime impact on overall performance

Newsletter approach

Success Rate Dashboard (Solution)

Progressive disclosure (iteration 2)

Pros:

  1. Provides in-depth analysis for each payment method

  2. Simple to scan and gives merchants a holistic view of success rates

  3. Uses familiar design elements from failure framework, improving user recognition

Cons:

  1. Payment method comparison between options like credit card and UPI was difficult. This metric is crucial as businesses use it to recommend payment methods to customers during checkout

  2. Missing historical success rate trends made it hard to monitor downtime impact

Accordion to show information

Razopay's Payments Dashboard

Payment method traffic distribution

Monitor trends - merchants should pay attention when the gap increases

Summary and insights

Elements carried forward from transactions

Downtime details

Impact and analysis 🚀

Failure analysis framework is now live for all Razorpay users. Payment dashboard has been rolled out to select 25,000 merchants.

Service volumes saw a 67% reduction 🔻

-FIN 🙇-

Thanks for reading. Scroll to see rough ideas and explorations