Introduce
What is BNPL?
"Buy Now, Pay Later" (BNPL) is an eCommerce solution that allows customers to purchase items from online retailers and pay in interest-free installments over a set period. This innovative payment option helps customers afford larger or more expensive items by breaking the total cost into manageable payments.
Popularity and Benefits:
BNPL platforms like Afterpay, Klarna, Affirm, and Sezzle have surged in popularity as they offer a convenient alternative to traditional credit. These platforms are particularly appealing because they often require minimal approval processes, making them accessible to a broad audience, including those with limited or no credit history.
Advantages for Retailers:
Retailers benefit significantly from integrating BNPL solutions. These apps can boost sales, reduce cart abandonment rates, and attract new customers who might not otherwise afford their products, creating a win-win situation for both shoppers and businesses.
A New BNPL Player in Vietnam
We are thrilled to launch Kaypay, our own BNPL app tailored for the Vietnamese market, catering especially to the modern, young consumer. Kaypay offers a seamless and user-friendly platform that simplifies managing finances and making purchases. With partnerships across a wide range of popular retailers, Kaypay is set to be a key player in the Vietnamese BNPL scene.
Prepare
The Role of Personas
Understanding Users: Creating personas is crucial in developing Kaypay. These detailed, fictional profiles help us understand our users' needs, preferences, and challenges, shaping the app’s design, functionality, and marketing strategies. By empathizing with the users, our team can make informed decisions that enhance user satisfaction and engagement.
Mapping the User Journey
Importance of a Detailed Customer Journey:Mapping out the user journey for a BNPL app is essential. It gives us a comprehensive view of the user’s experience from initial awareness to loyal advocacy. This insight helps our team identify and address any pain points, ensuring a smooth and enjoyable user experience that keeps customers returning.
Design
User Access and Security
Register, Login, and Forgot Password Process:
▪︎ Introduction Screen: Upon downloading the app, users are greeted with an intro screen showcasing its features.
▪︎ Login Options: Users can log in using social media or their phone number. Choosing a phone number prompts an OTP (One-Time Password) code sent to their phone. If the OTP is entered incorrectly more than five times, the phone number is temporarily locked for 15 minutes.
▪︎ Password Management: If the phone number is already registered, the user must enter their password. Incorrect password entries more than five times will necessitate a password reset. Successfully logging in redirects users to the homepage. Unregistered numbers will lead users to a registration process where they enter personal information and create a password. A "success" message confirms account creation, while any issues prompt a retry message.
▪︎ Password Recovery: If users forget their password, they can reset it by entering their registered phone number and following prompts to create a new password. Errors in phone number entry will generate an error message.
Browsing and Purchasing Process
Browsing Options:
▪︎ General Browsing: For users unsure of what they want, the app displays new products, deals, and flash sales. Users can browse a comprehensive product listing page and use filters like price, category, and rating to find desired items. Detailed product pages offer specs, images, and reviews.
▪︎ Direct Search: Users certain of their desired product can use the search function. A successful search displays a results page from which items can be added directly to the cart.
Checkout and Payment:
▪︎ Cart Review: Users review their cart, displaying products, total cost, and additional fees.
▪︎ Shipping Details: Users select or enter a new shipping address.
▪︎ Payment Options: Users choose from available payment methods, including credit cards, PayPal, COD, or BNPL (Buy Now, Pay Later). BNPL requires account verification and displays a payment installment plan.
▪︎ Order Review: Users finalize their order by reviewing details and applying any discount codes before confirming payment.
Enhanced Know Your Customer (EKYC)
Authentication Steps for BNPL:
▪︎ Face Authentication: Users undergo facial recognition, ensuring their features match database standards. Issues such as poor lighting or obscured features prompt retries.
▪︎ Document Verification: Users photograph an ID (passport or driver’s license) for verification. The app provides tips for a clear photo, scans the ID, and requests verification. Corrections are possible before final submission.
Order Tracking and Management
Order Status: Users can track their orders through the Profile tab, viewing details such as order dates, delivery status, and costs. They can manage orders, including cancellations and adjustments, depending on the shipping status.
Payment Management
▪︎ Payment Notifications: Users receive notifications for due payments, displaying a detailed payment schedule for installments.
▪︎ Payment Completion: Users complete payments using previously stored methods or by adding new ones. Successful payments confirm via notification, and any issues are addressed with corrective prompts.
