Main goal: Improving Success Rate of Tokenized / Auto Payment Flow

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About the Product: "Payment Source Prioritization" is a feature that lets users pay bills (electricity, internet, Apple, Google, Pay Later) and shop online (Tiki, Lazada, Grab, Gojek) automatically using different linked money sources in MoMo. It’s a key part of the Source of Funds.

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Why improve:

Problem

A significant portion of auto payment failures in MoMo’s tokenized payment flow stemmed from “insufficient balance” errors — when the user’s primary funding source (main wallet or linked bank) ran out of money. Although MoMo had already implemented a payment source prioritization feature that allowed users to activate and reorder their funding sources, adoption remained low due to poor visibility and confusing UI. As a result, many users never configured backup sources, leading to repeated payment failures and lower success rate and user trust in auto payments, especially for recurring and in-app partner transactions (Grab, Apple, CH Play, etc.).

UX Challenge

Improve the visibility and usability of the payment source hierarchy flow, helping users easily activate, understand, and reorder funding sources, thereby increasing feature adoption and indirectly boosting the success rate of auto payments.

Solution

• Conducted UX audit and heuristic evaluation of the current flow.
• Identified usability gaps: unclear entry points, poor visual hierarchy, lack of feedback after saving changes.
• Redesigned UI to simplify the setup process, highlight feature benefits, and add contextual prompts during payment setup.
• Validated design through quick usability testing with target users.

Impact

• Increased user awareness and adoption of the payment source prioritization feature.
• Indirectly improved success rate of MoMo’s tokenized / auto payment flow by reducing “insufficient balance” failures.