I interned at Razorpay for two months as User Experience Researcher through their Anti-Placement drive.

About Razorpay

Razorpay aims to revolutionise money management for online businesses by providing clean, developer-friendly APIs and hassle-free integration. It offers a fast, affordable and secure way for merchants, schools, e-commerce and other companies to accept and disburse payments online, own a fully-functional current account and avail working capital loans.

My Role 🙋🏻‍♀️

I assisted in an exploratory research study into the mid-market merchant segment, as the organisation’s introspection during the strategy planning concluded the lack of understanding of this particular consumer base which corresponded to very low conversion rates.

I participated in user interviews and ideation sessions to analyse information and provide key actionable insights based on the study. The study was later presented to key stakeholders and senior management internally and incorporated into the strategic planning for FY 23-24.

Research Goals 🎯

An exploration into mid-market customers’ business needs, mental models, pain points, and awareness of payment solutions: with special reference to their onboarding experience on Razorpay.

Research Outcomes 📝

1. To understand mid-market customers’ unmet business needs, mental models, behaviours, and pain points relating to payment solutions.
2. To learn about the goals mid-market customers have when they decide to sign up with Razorpay.
3. To examine new Razorpay users’ pain points and unmet needs relating to Razorpay’s onboarding process.

Note: this study only provides broader insights regarding Point 3 (which deserves a more detailed treatment than what can be offered in this study). Our current plan is to conduct another, dedicated research study to deep dive into Razorpay's onboarding experience.

Potential Business Impact 📈

• Provide broader strategic insights to operationalise our FY23 strategy: with special reference to the mid market customer segment.
• Develop foundational knowledge of mid-market customers.
• Inform broad decisions relating to optimising the onboarding flow
  • Increase in MTUs (Sign-up start -> MTU conversion)

Research Methodology 📊

This study was conducted with 18 merchants.

• 60-min long 1:1 remote user interviews were conducted via Google Meet & Zoom.