G
LOADING
Design Systems
we helped
Google Pay India retain and engage 290k merchants
PROJECT PERIOD
Feb 2023 - Dec 2023
28
%
INCREASE IN ACTION COMPLETION
$226
K
SAVED IN SETTLEMENT COSTS
30
%
DECREASE IN SUPPORT CALLS
has one third of the UPI market
Google Pay IN 2022
In 2022, Google Pay accounted for transactions worth
Rs. 40 Lakh Crore and had 34% of the market. With a smooth consumer app, it was time to focus on the merchant app.
THE CHALLENGE
Keeping merchants on Google Pay
To increase adoption of their app, Google Pay’s competitors have large on-ground teams that help merchants onboard and resolve their queries. But not Google Pay. They needed to improve the merchant app to retain them without an on-ground team.
ENTER OBVIOUS

We improved the merchant app to retain existing merchants and onboard new ones

$226K saved in settlement costs

Merchants want instant (IMPS) payouts for every transaction, but this is expensive for Google Pay to process. Without causing drop off, we got merchants to switch from IMPS payouts to NEFT payouts.
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28% increase in action completion

Merchants didn’t know how to increase their monthly revenue limit, edit their account details or request customer reviews. We introduced videos to help them activate features and discover new features easily.

30% less support calls

Ordering a physical QR code or turning on notifications is necessary for a merchant to receive payments via Google Pay. We redesigned the Settings page and introduced the Profile page for merchants to take these actions independently, without calling Support.

Levelling up for Indian merchants

On the consumer side, India is already Google Pay’s largest market globally. With improvements to the merchant app, Google Pay’s popularity among merchants is on the rise.
Coming Soon: Our work on 20+ features on Google Pay consumer app!
I’ve turned to Obvious at various points to speed up delivery. Working with them has been smooth and top-notch every time!
Dan Wascovich
Head of Design, Google Pay APAC
MORE PROJECTS
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slice
 
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FINTECH
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HYPERLOCAL