Enabling a Seamless Payment Experience for International Expansion

Challenge

As part of its international expansion, a leading fintech company sought to ensure seamless payment experiences across Malaysia, Indonesia, Singapore, and Thailand. The goal was to gain geo-specific user insights to refine platform stability, enhance compatibility with regional banks and wallets, and optimize the overall transaction experience before a critical market launch. The engineering team aimed to collaborate with local users to identify real-world friction points and ensure a smooth, high-trust payment experience.

Approach

A diverse group of local users was engaged across the four target countries, utilizing a wide range of Android and iOS devices. The evaluation focused on real transactions using 60+ payment methods, including:

• Credit and Debit Cards from major banks like Bank Mandiri, BCA, Maybank, HSBC, Kasikorn Bank, and OCBC
• Digital Wallets such as GoPay, ShopeePay, Boost, TnG, TrueMoney, and GrabPay

A real-time war-room setup allowed close collaboration between users and the engineering team, enabling rapid feedback loops and quick refinements to address geo-specific challenges in transaction flows.

Impact & Key Insights

This hands-on approach uncovered 30+ critical usability and experience insights in under 10 days, highlighting regional differences in payment processing, user behavior, and device-specific interactions. The findings provided crucial data-driven insights that influenced product alignment, feature optimization, and a confident market launch strategy.

Data-Driven Outcomes

• Payment Methods Covered: 60+ across banks and wallets
• Devices Covered: 20+ across multiple locations
• Duration: Less than 10 days
• User Insights Uncovered: 30+ critical findings influencing product decisions

By leveraging real user interactions, the fintech company successfully optimized its payment gateway for enhanced usability, security, and transaction stability, ensuring a frictionless experience for its expanding international audience.