Overview

I’m responsible for the top-up process at PayPay. Since I joined, we’ve been getting a lot of customer service inquiries about users with topping up issues and the screen hasn’t been updated in a while.

So, I decided to initiate a redesign project. The goal is to reduce costs by encouraging users to top up larger amounts less frequently, since we pay fees based on the top-up method users choose.

💡 Before this initiative

I worked on improving the ATM top-up flow, which led to an 85% decrease in customer service inquiries. This shows that the redesign initiative is worth pursuing, as it can also help reducing costs.

The Challenge

Since it's not in our annual roadmap we don't have lots of resource
Lots of stakeholders to communicate
Change design even a bit will affect different screens

It's not part of our annual roadmap, so we have limited resources available.

There are many stakeholders involved, which makes communication more complex.
Even small design changes will affect multiple screens.

Since it's not in our annual roadmap we don't have lots of resource
Lots of stakeholders to communicate
Change design even a bit will affect different screens

How I plan to solve it

Break the redesign into smaller parts that can be included in each quarter's roadmap. Develop and release these changes gradually to manage resources effectively. Also in this way, users won’t feel overwhelmed by sudden changes.
To communicate and convince stakeholders, I need supporting evidence. I plan to conduct a survey and user testing to back up my approach.

Break the redesign into smaller parts that can be included in each quarter's roadmap. Develop and release these changes gradually to manage resources effectively. Also in this way, users won’t feel overwhelmed by sudden changes.
To communicate and convince stakeholders, I need supporting evidence. I plan to conduct a survey and user testing to back up my approach.

Break the redesign into smaller parts that can be included in each quarter's roadmap. Develop and release these changes gradually to manage resources effectively. Also in this way, users won’t feel overwhelmed by sudden changes.
To communicate and convince stakeholders, I need supporting evidence. I plan to conduct a survey and user testing to back up my approach.

Some research I did

I reached out to the customer service team to gather more details about the top-up user issues and previous research.
I map out the user journeys to identify pain points and run a quick internal survey within the company to uncover any additional challenges.
Additionally, I conduct a competitive analysis.

I reached out to the customer service team to gather more details about the top-up user issues and previous research.
I map out the user journeys to identify pain points and run a quick internal survey within the company to uncover any additional challenges.
Additionally, I conduct a competitive analysis.

I reached out to the customer service team to gather more details about the top-up user issues and previous research.
I map out the user journeys to identify pain points and run a quick internal survey within the company to uncover any additional challenges.
Additionally, I conduct a competitive analysis.

💡
How might we enable users to top up quickly and seamlessly with larger amounts less frequently?

I create several concepts based on research insights and plan to conduct user testing.

Regarding user testing, since we don’t have many resources, I suggested a cost-effective approach. We selected 3-5 users for a quick 30-minute session, having them go through the process to identify the most critical issues. We’ll then iterate based on the findings and repeat the process until no major issues remain.

I also outline the long-term plan based on the research and discussions, aiming to enhance the top up user experience.

Reflection

Even though this project is still in progress, I’ve already picked up some valuable lessons:

Don’t be afraid to initiate a project from the ground up—it can benefit both the team and the users.
You don’t need to wait for all resources to be available to start; there's always a way forward, like breaking the project into smaller milestones.
Keep scalability and long-term vision in mind to ensure your design can grow and adapt effectively.

Even though this project is still in progress, I’ve already picked up some valuable lessons:

Don’t be afraid to initiate a project from the ground up—it can benefit both the team and the users.
You don’t need to wait for all resources to be available to start; there's always a way forward, like breaking the project into smaller milestones.
Keep scalability and long-term vision in mind to ensure your design can grow and adapt effectively.

Even though this project is still in progress, I’ve already picked up some valuable lessons:

Don’t be afraid to initiate a project from the ground up—it can benefit both the team and the users.
You don’t need to wait for all resources to be available to start; there's always a way forward, like breaking the project into smaller milestones.
Keep scalability and long-term vision in mind to ensure your design can grow and adapt effectively.

Feel free to contact me for more details. ✉️

Feel free to contact me for more details. ✉️

Chang Yu, a product designer working in a cross-cultural environment, always eager to learn new thing and love to talk with people and explore the world 🌍

Email:

ryanchyy@gmail.com

Made with love and Four Season Teas (30% sugar, less ice).

Chang Yu, a product designer working in a cross-cultural environment, always eager to learn new thing and love to talk with people and explore the world 🌍

Email:

ryanchyy@gmail.com

Made with love and Four Season Teas (30% sugar, less ice).

Chang Yu, a product designer working in a cross-cultural environment, always eager to learn new thing and love to talk with people and explore the world 🌍

Email:

ryanchyy@gmail.com

Made with love and Four Season Teas (30% sugar, less ice).

Resume

Resume

Top Up Experience Redesign

Experience effortless top-ups with just one click

Timeline

2024.04 - present

Responsibility

End to end UI/UX design

User research

Company

PayPay

Next ➞

Sign-up flow revamping

Next ➞

Sign-up flow revamping

Back

Top Up Experience Redesign

Overview

Overview

Overview

💡 Before this initiative

💡 Before this initiative

I worked on improving the ATM top-up flow, which led to an 85% decrease in customer service inquiries. This shows that the redesign initiative is worth pursuing, as it can also help reducing costs.

The Challenge

The Challenge

The Challenge

Since it's not in our annual roadmap we don't have lots of resource

Since it's not in our annual roadmap we don't have lots of resource

How I plan to solve it

How I plan to solve it

How I plan to solve it

Some research I did

Some research I did

Some research I did

💡How might we enable users to top up quickly and seamlessly with larger amounts less frequently?

💡How might we enable users to top up quickly and seamlessly with larger amounts less frequently?

💡How might we enable users to top up quickly and seamlessly with larger amounts less frequently?

I create several concepts based on research insights and plan to conduct user testing.

I create several concepts based on research insights and plan to conduct user testing.

I create several concepts based on research insights and plan to conduct user testing.

I also outline the long-term plan based on the research and discussions, aiming to enhance the top up user experience.

I also outline the long-term plan based on the research and discussions, aiming to enhance the top up user experience.

I also outline the long-term plan based on the research and discussions, aiming to enhance the top up user experience.

Reflection

Reflection

Reflection

Top Up Experience Redesign

Top Up Experience Redesign

💡
How might we enable users to top up quickly and seamlessly with larger amounts less frequently?

💡
How might we enable users to top up quickly and seamlessly with larger amounts less frequently?

💡
How might we enable users to top up quickly and seamlessly with larger amounts less frequently?