Overview

KwikPay is a credit card management mobile application which allows users to pay and manage their credit cards along with the KwikPay card, and also wants to introduce a new feature by enabling users to transfer money through a QR scan

Problem

KwikPay’s mobile application, designed to support UPI payments, credit card management, and utility bill payments, has received consistent user complaints regarding:

• Outdated and visually inconsistent interface
• Poor information hierarchy and layout
• Confusing navigation across payment modules
• Lack of clear status indicators and feedback
• Redundant or hidden actions in key flows (e.g., bill payments)

These issues result in user frustration, longer task completion times, and a perceived lack of trust and professionalism in the app, especially concerning for a financial service.

Old Screens

Goal

Enhance the current application's user interface to create a more intuitive and seamless user experience. This will involve redesigning the UI to be more intuitive and streamlining the overall user flow to minimise friction and improve usability.

Research

User Interviews

I interviewed 6 users across different segments — young professionals, homemakers, and business users — to gain first-hand insight into how they use KwikPay and where they face challenges.

Key Themes & Insights:

Navigation is confusing and inconsistent

• "I never know where to tap next. Sometimes the back button closes the app instead of going back."