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HiPay Wallet

Product Design Case Study
Introduction

ABOUT THE PROJECT

HiPay is a startup with a goal to provide all-in-one financial solutions for Ulaanbaatar citizens. HiPay was one of the pioneers in the fintech industry and had a huge role in digital transition during the COVID pandemic.

The team approached me in June 2020 to redesign the MVP, only a few months before launch. I was the sole Product Designer and had worked directly with the CEO to bring his vision to life with a user-first approach.
TEAM & ROLES
Naranbat (CEO)
Naranbaatar (CTO) 
Batkhuleg (CPO)
Batzorig (Product Designer)
SCOPE AND WORK
UX Research
Mobile App Design
Design System
Usability Test
TIMELINE
June 2020 → Sep 2021
Discovery

GOALS FOR THE PROJECT

1

Building the Super app
Mongolians love a product that does everything, but, the more functions means more complex it becomes. The first challenge was to find a way to make HiPay app accessible and easy to use.

2

Digital Transition
Due to the COVID pandemic, Mongolians had to give up cash and adapt to digital payments. HiPay had to provide better user experience with low learning curve to help people adapt this change easily.

3

RELIABLE UX
People have to control their money, surely they worked hard for it. For the best UX, HiPay never should leave our users in dark. Even in times of failed payment, UX should provide ease of mind.
Understanding

USER INTERVIEWS

In our first sets of interview, we decided it would be best to learn from our potential user's experience with banking apps or other fintech apps.

After the interviews with our target group, we analyzed and organized the result with these few key pain points.
92.9%
The majority of interviewees indicated that they use banking app daily, more than any other apps.
85.7%
The number of interviewees who consider speed and reliability the most important aspect of a good payment app.
71.4%
The number of interviewees who left the fintech payment app on the first try, because it was not user-friendly.
21.4%
The minority of interviewees said that they use fintech application in their daily life. Mostly due to easy it is to transfer money.
Research Data

USER INSIGHTS

Digital Banking is growing rapidly and basically became the biggest payment option overnight.

Within this competitive market, HiPay had to become the simplest to use and easiest to recommend.

HiPay Survey Sep 2020.
Application Architecture

LAYING THE FOUNDATION

Wireframing

THE FIRST DESIGNS

Mobile App

KEY PRODUCT FEATURES

in Making of a super-app

To be a super app, the app needs to do multiple functions. Adding functions here and there would be totally useless if they are not accessible.

In order to make things accessible, I have designed a dashboard as a Home Screen, where you can access mostly everything in the app.

Easy Sign-Up for Payment App

We ask for minimum viable information from our users on registration. They can set it up without any document and immediately start using the payment service.

As they progress, they can verify their ID with government-issued software without any hassle.

Super Loyalty Programme

The loyalty feature had multiple layers of functionality, and because of it, there were many use cases of different components in different situations.

Designing these scenarios was an integral part of developing a design system.

Get insurance on your phone

Insurance Mini-Application was the first significant update after the launch, and it helped people get insurance from their phones within just three minutes.

With the help of a design system, this feature looks, feels, and fits perfectly into the HiPay app.
Recharging Bus Cards

FIRST EVER MOBILE NFC PAYMENT

U Money Card is the only way to pay the bus fare in Mongolia. HiPay became the one and only mobile app to support U Money Recharging with NFC technology and a competent payment system.

U Money Reader

By using NFC technology, we made easy to use U Money integration on HiPay app.

U Money Info

We display how much money in their U Money card and this also includes transportation history.

Helping Hand

As NFC is not widely adapted in Mongolia, we had to help people how to use it.
Easy Payment Experience

PAYMENT FLOW

Connect your card and scan the QR code. Payment process is that simple, there is no additional information required. Everything should be done from the Merchant side POS.

Add Card Easily

Add your card once and use it forever. It is safe and secure in your wallet.

Scan & Pay

Simple as scanning merchant’s Dynamic QR, it includes all the payment information.

Pay One-click

You will be asked to provide verification with Face ID, fingerprint, or PIN code.
Securing User's Data

VERIFICATION FLOW

KYC is required from the Bank of Mongolia, but banks usually do this by hand via tellers. We had to come up with a simple-to-understand, instruction-based mobile approach.

STEP BY STEP

Most of our users never tried mobile verification before, we had to make it easy as pie.

TAKE PICTURE

We prepared alignment tool, so our users can just align their ID and take a picture.

VERIFIED USER

Once the users are verified, we open up many new features and increase their limit.
Interface Design

MORE SCREENS

Final Words

OUTCOME & CONCLUSION

250K+

Signed-Up Users

200+

Signed-Up Users

#1 Debut

On App Store & Play Store

Successful Launch

HiPay Wallet App launched on Nov 2nd, 2020 and it was successful. In the first week, it debuted at #1 on both App Store and Play Store.

Currently, HiPay has exceeded 200’000 users and it became an essential part of Ulaanbaatar Citizens’ daily file.