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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.
