Fintech · Payments2024Under NDA

MY NEEDS Wallet

Mobile-first payments app that has now moved 2M+ transactions at a 4.8 rating, anchored on one design principle: 'no confirmation without confidence'.

Client: Fintech (confidential)
Timeline: 12 weeks · 2024
Role: Lead mobile UX
Toolbox: FigmaProtoPieAfter Effects

[ 01 — Problem ]

Users couldn't tell if a payment succeeded. Confirmation screens dismissed too fast and the receipt was buried two taps deep.

MY NEEDS is an Indian fintech wallet — bills, transfers, balances, the whole flow. Volume was growing but support tickets were too. The dominant tickets were always the same shape: 'did my payment go through?'

[ 02 — Research ]

How I learned what to build.

Tap-stream replays · n=400
Annotated 400 transaction sessions; tagged every back-button press within 10 s of confirmation.
Concept tests · 5 directions
Tested everything from a 2-second swipe-to-send to a passive haptic 'done' tap.
Support-ticket clustering
Categorized 2,300 tickets; 41% mapped to confirmation ambiguity alone.

[ 03 — Insights ]

Insight 01
“Confirmation is a feeling, not a screen. Haptics + colour + sound > any modal copy could deliver.”
Insight 02
“Speed isn't the goal — confidence is. A 400 ms intentional pause on success increased trust scores by 22%.”
Insight 03
“Receipts should live where users expect them. Moving 'last txn' to the home tile cut 38% of post-payment support taps.”

[ 04 — Process ]

Discover, define, design, ship.

01Discover
Ticket teardown, replay annotation, 8 contextual interviews in Surat + Pune.
02Define
Reframed the brief from 'add confirmation' to 'design a moment of trust'.
03Design
5 concepts × 3 fidelities. ProtoPie prototypes with real haptic curves.
04Ship
Shipped via staged rollout (5% → 25% → 100%) over 6 weeks.

[ 05 — Solution ]

The interface that shipped.

[ 06 — Impact ]

Numbers from production.

2M+
Transactions: 4.8
App-store rating: −41%
Confirmation tickets: +22%
Trust score

[ 07 — Lessons ]

I learned to design with my thumb, not my mouse. Every flow now starts with a paper-prototype tap-test before I open Figma. The faster the tap, the more carefully I have to design what happens next.

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