Feature: Payment Priority

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About the Product: "Payment Priority" is a feature that lets users pay bills (electricity, internet, Apple, Google, Postpaid Wallet settlement) 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 features.

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Why improve UI / Unsetting flow

• Current problems:
  • The feature was hard for users to understand.
  • The UI had issues that could be improved for better user experience.
  • The unsetting rate (users turning off the feature) was high at 32% and growing as more people used it
• Objectives:
  • Lower the unsetting rate
  • Improve user experience.
  • Add tracking to collect data for future improvements.
• Business Impact:
  • More users keeping the feature → More payment sources used → Higher adoption rate → More successful payments → Better MoMo app experience.
  • With over 30 million users, even a 1% increase in adoption helps a lot.

Problem Analysis:

• User feedback: From surveys, interviews, and customer service tickets:

  • Users didn’t know what the feature was for.
  • Users got surprised by deductions from Postpaid Wallet (which has fees).
  • Users worried about security.
  • Users only wanted to use MoMo Wallet.

• Data:

  • 32% of users turned off the feature after using it.
  • Over 70% of complaints were about auto-payments from Postpaid Wallet.

• Summary:

  • Some users turned off the feature because of one payment source (Pay Later).
  • Some only wanted to use MoMo Wallet for security and manual top-ups.
  • Payments didn’t follow the order users set.
  • Users felt spending was hard to control.

Solution:

• Changes
  • Replaced a popup with a bottom sheet UI showing common issues and solutions (based on research).
  • Showed the bottom sheet (common issues and solutions) when users tried to turn off the feature or Postpaid Wallet.
• Screen-flow:

<Link Drive PDF screen flow>

• Expected Results:
  • Keep the unsetting flow short for users who just want to turn it off.
  • Lower unsetting rate by explaining issues and offering solutions.
  • Increase adoption rate.

Implementation: