PandaPay

Overview

In 2019, 2.1 billion global consumers were expected to use a digital wallet to make payments or send money. Mobile wallets are revolutionizing the customer experience. They provide a more secure and convenient alternative to using a payment card or cash.

To stay competitive within the market and leverage the benefits of a digital wallet, FoodPanda decided to develop its own mobile payment solution.

My team built and shipped the first iteration of pandapay, a mobile bank-like feature within food delivery application, FoodPanda.

Project Details

Task

• Create a mobile wallet solution for FoodPanda.

Problem

• Poor refund experience for cancelled orders.
• Long wait times and no transparency caused many customers to contact customer service for more information.

Goals

• Create a dedicated space in the FoodPanda app for users to track their wallet balance and payment activity.
• Allow users to pay with balance at check-out.
• Improve refund flow by immediately sending money back to the customer's PandaPay balance.

Photo from design kick-off

Wireframes

I explored different ways to simplify the payment flow. The goal was to reduce the number of steps required to complete a transaction.

Early wireframes exploring payment flow

Final Design

The final design features a streamlined payment process, consolidated settings, and a cleaner interface for mobile payments.

Final design screens showing the new payment flow

Crafting the Wallet Hub

The wallet screen is the centre of pandapay activity. Here, we focused on having an easily digestible snapshot of the user's balance, payment methods and previous transactions. Future iterations of this screen would include vouchers and top-ups.

Final design of the wallet screen showing key features: balance display, payment methods, and transaction history

Use PandaPay at Checkout

Designing the checkout flow for PandaPay was tricky. We wanted to highlight the simplicity of paying with your PandaPay balance. We had to ensure the new payment option did not add friction to the user experience.

The new payment component and overlay made it easy for customers to spend their balance and combine it with other payment methods.

PandaPay displayed as a payment option in checkout screen

Quick and Easy Refunds

Previously, many customers complained that it took several days to receive refunds. This led to many calls to customer care and frustrated users trying to track down their money.

With PandaPay, we could send refunds immediately to customers' PandaPay wallet, giving them more visibility and control over their money.

Improved refund process with PandaPay wallet

Outcomes

After implementation, we were proud of the positive impact the wallet had on customers' payment experience. Research findings highlighted:

• A significant reduction in customer care calls related to refunds
• Most customers were using their balance to place a new order
• Customers found it easy to transfer money back to their original payment method