Project Overview

Over the past year, there has been a 2-3 times increase in the use of installments as a payment method among Ruangguru users. The insight is that as the use of installment payments increases, the average revenue per user decreases. This is due to the fact that there are some issues with installments, including the probability that some users fail to pay the next installment.This may be due to unawareness of the proper payment procedures or the due dates, or simply unwillingness to pay the next installment.

The main objective of this project is to identify users' journeys and pain points related to the RG installment in order to address the issues with the current installment. Hopefully it will also boost the revenue.

Journey & Current Experience Deep Dive:

Understanding context

My Role:

• Interviews users to find out why they missed out on the installment and what are the pain points and needs.
• In-depth interview with the FEC [Field Education Centre] to find out BTL journey regarding installments.
• Crafts a concept to address the installment problem.
• Collabs with Product Manager, Engineers, UI Designer, and UX Writer.
• Supports UID, and UXW to produce HIFI designs based on users and business needs.

Design Process:

User Research [in-depth interview]

First, we were briefed and adjusted the timeline with the PM. Then, we talk to users who purchase the products themselves and are having issues with installments to understand the “bayar.ruangguru.com” web and app issues. We will also be speaking with Education Consultants (EC), as ECs often assist and remind users regarding their installment, especially for users who purchased products through ECs.

User Journey - Purchase products through Education Consultant[EC]