P2m (Peer to Merchant)

Most of GPay's transactions over time have converted from being p2p payments, to now being P2M payments, in other words, payments that consumers make to businesses. I joined as the founding designer on the newly-formed P2M pod. My role was to shape the strategy and design & conduct experiments to learn and find new opportunities in this space.

Goals:

Setting up the team: For 6 months, a 3 person team including the PM, UXR and I conducted summits across GPay to get ideas around P2M growth and rally people around the mission of P2M. The strategy we presented to the leadership got us engineering investment.
Work horizontally across GPay, align with different teams to launch short term growth projects while continuously working on longer term projects that will move the needle on P2M txns
Understand and design for different types of merchants (small neighbourhood shop, large retail, online.etc) & consumers (urban, rural, varying literacy levels, low data connectivity, etc) and create value for our business and our users.

p2m strategy & roadmap

I worked with the 2 other founding members on outlining a 3 year strategy for the P2M space. This involved extensive workshopping with stakeholders across GPay, getting buy-in and identifying ideas & opportunities for us to take on short-term & long-term.

Being one of the founding members of the P2M team, my role has been to make sure that user experience is a high priority as we make strides in this space.

Impact: This led to investment in engineering resources and launching ceiling texts and experiments within 3 months of the workshop.

online payments

Peer-to-merchant (P2M) payments made online (e.g online orders) rely heavily on great integrations & communications between the GPay app & merchant apps.

Gpay users experience confusion during online payments due to mismatched signals (success in Gpay, error on merchant site) addressed by the IMF backend solution. However, the 'pending' state lacks clarity. Users have no idea how long to wait or if they can cancel, leading to frustration and potential double payments.

We worked on a solution to solve for this problem and build trust & transparency in the process.

merchant loyalty programme

In the GPay Consumer app, we have built in the ability to use XTRAREWARDS (Indian Oil’s Loyalty Program points) as a form of payment. At 14M+ members, XTRAREWARDS is India’s largest loyalty program!

Our partnership with Indian Oil enables people to save money on fueling up and is the first time that we are seamlessly linking a merchant loyalty program into the Gpay app.

Status: We’ve launched to 100% of our user base across India and are partnering with more merchants.

Impact: 3M+ signups for Indian Oil through GPay in less than 8 months, 4M+ MTU in the same time frame and consistently growing.