001 - Pyggy
In this project, I led a comprehensive UX research and redesign initiative for TechnoWizards, a platform offering low-code, live chat, and AI chatbot solutions. My role involved conducting extensive user research, strategic design planning, and iterative testing to enhance user engagement and ensure seamless scalability. This transformation aimed to make TechnoWizards a user-centric and growth-driving solution.
The primary goal was to enhance the user experience of TechnoWizards' platform, which provides low-code, live chat, and AI chatbot solutions. This involved improving usability, user engagement, and scalability to create a user-centric, growth-driven solution.
The primary audience included enterprise businesses and SMEs seeking innovative, scalable, and user-friendly chatbot and communication solutions.
Small e-commerce firms can use TechnoWizards' chatbots for personalized customer support across web and social channel.
They leverage no-code tools for automated responses, multilingual support for global reach, and seamless CRM integration for optimized marketing and retention. This approach boosts operational efficiency, scales customer engagement, and drives revenue growth in competitive markets.
TechnoWizards' seamless integration with external services helps SMEs scale digital capabilities within existing frameworks.
TechnoWizards' NLP engine allows businesses to customize chatbots for tailored, personalized user responses.
TechnoWizards enables small businesses to engage customers across 14+ channels, maximizing outreach and satisfaction.
TechnoWizards' no-code flow modeler lets businesses create dynamic conversations, streamlining interactions with minimal coding.
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TechnoWizards' multilingual capabilities, supporting over 50 languages, help small businesses reach a global audience and enhance customer experience.
TechnoWizards' dashboards provide SMEs with rich data insights to optimize engagement, monitor responses, and enhance customer satisfaction.
The existing dashboard made it hard for enterprise users to find and utilize company offerings, leading to inefficiencies and frustration.
The platform had difficulties in creating personalized experiences for its diverse customer base, resulting in a generic user interaction.
Ineffective design and functionality of the chatbot interfaces led to poor user interactions, reducing engagement and the perceived value of the chatbots in enhancing business processes.
Suboptimal communication methods failed to effectively demonstrate the benefits of chatbots and e-commerce solutions, resulting in underutilization and missed opportunities for growth.
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a. Competitor Analysis
Study competitors like Intercom, Zendesk, Zoho, etc to identify strengths, weaknesses, and best practices.
b. Evaluation of Existing Website
Analyze current content and user interface.Identify problems and pain points.
c. Analytics Review
Examine one year of analytics to understand user behavior and site performance.
a. Concept Ideation
b. Engagement Strategies
c. Key Features & MVP
a. Data Synthesis
b. Defining the core problems and areas for improvement.
c. Stakeholder & Client Interviews
d. Continue researching user behaviors and preferences
a. Redesign the website's structure for improved usability and navigation
b. Low-Fidelity Prototyping
c. Final prototype
TechnoWizards thrives on strong organic search (50% of traffic), prioritizes AI chatbots for revenue (40%), and faces mobile-centric user engagement (60% on mobile). Strategically optimizing SEO, promoting AI solutions, and enhancing mobile usability are critical for sustained growth and user satisfaction.
Organic Search
Revenue from AI Chatbots
Sessions on Mobile Devices
Traffic Sources: Users landed on the homepage from multiple channels, with the breakdown being 50% organic search, 30% direct, 10% referral, and 10% from social media.
Messaging Consistency: The majority of organic search traffic was driven by keywords like "AI chatbot solutions" and "conversational AI," aligning well with the homepage content.
The homepage should include direct links to popular blog articles, which made up 25% of the top 20 landing pages. This indicates a need to highlight valuable content that attracts and retains users.
Top Keywords: The keywords "AI chatbot solutions," "customer engagement tools," and "multi-channel support" brought significant traffic. These keywords were prominently featured on the homepage.
Landing Page Performance: The homepage was the top landing page, followed by blog articles on AI trends and case studies.
TechnoWizards faced issues where businesses did not allocate sufficient time to navigate effectively through their platform. This hindered their ability to discover tailored solutions to their needs
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How can the redesign of the TechnoWizards website improve the user experience and effectively showcase the benefits of their AI chatbot solutions to different types of businesses?
At the grassroots level, people face several financial challenges, including limited access to formal banking, a need for flexible savings and loans, high trust in community-based solutions, urgent needs for emergency funds, and limited financial literacy. Pyggy address these issues by offering a community-driven financial solution that combines saving and borrowing, providing quick, trusted access to funds, and adapting to the needs of the community. However, offline chit funds without proper records face issues like lack of transparency, accountability problems, disputes, legal risks, and trust erosion, which can undermine their effectiveness.
Pyggy’s competitors vary in their focus from broad financial services and digital banking (Groww, Niyo) to more niche community and investment solutions (Finbox, Kiva). While some competitors like ChitMonks address traditional chit fund issues directly, Pyggy distinguishes itself by combining digital transparency, accountability, and enhanced features for community-based savings, offering a comprehensive solution that blends traditional and modern financial management.
Conducting interviews with diverse users of offline chit funds was crucial for understanding the varied challenges and needs they face, such as transparency and trust issues. These insights helped in designing a digital solution that effectively addresses these problems while maintaining the community trust that chit funds rely on. Ultimately, this approach would ensures the new platform is user-centric and caters to a broad audience.
User Segmentation
From our study, we segmented the primary users of Pyggy into four groups: community organizers, regular contributors, new users seeking to join a community, and existing users managing their contributions. Each group was analyzed based on their attributes, pain points, motivations, goals, and responsibilities.
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Moderate-Income Investors:
Individuals earning moderate incomes (e.g., Rs. 80K per month) are advised to invest cautiously, ideally not more than 10% of their monthly income.
Financially Conservative Users:
Users who prefer safer investments, like RDs in nationalized banks, due to dissatisfaction with chit fund operations and the associated risks.
Experienced Investors:
Users who have previously invested in chit funds and have learned from their experiences, emphasizing the importance of transparency and risk management.
Risk-Averse Users:
Individuals who emphasize the need for due diligence and thorough research before investing, highlighting their cautious approach to finance.
Community-Based Investors:
Users involved in local, community-based chit funds, valuing the social and collaborative aspects but aware of the inherent risks and the need for trust among members.
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User Personas Identified: Through qualitative research and ethnographic field studies, we developed user personas that helped us understand the specific needs and challenges faced by the community users of Pyggy. Key insights included: the need for a more transparent and efficient contribution process, improved communication among members, and enhanced user engagement.
Current Experience:
Users often learn about chit funds through word-of-mouth or local community channels.
Limited access to information about various chit fund options and their reputability.
Flaws:
Lack of formalized information channels leads to varying levels of awareness and understanding.
Potential for misinformation or incomplete understanding of the risks involved.
Current Experience:
Comparison between different chit funds is often challenging due to inconsistent information.
Flaws:
Difficulty in comparing different chit funds due to lack of standardized information.
Higher likelihood of selecting a fund based on personal relationships rather than thorough due diligence.
Current Experience:
Users are required to provide personal information and may need guarantees or references.
Onboarding can be cumbersome with manual documentation and multiple verification steps.
Flaws:
The process can be time-consuming and intimidating, especially for users unfamiliar with financial products.
Hidden fees and charges are often not clearly communicated upfront.
Current Experience:
Users make regular contributions through cash, check, or bank transfers.
Management of contributions and tracking of the fund’s performance is often manual and opaque.
Flaws:
Lack of transparency in the management of funds and difficulty in tracking contributions.
Poor communication and customer service, leading to delays in accessing funds or resolving issues.
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Current Experience:
Users participate in monthly auctions where the highest bidder gets access to the pooled funds.
Funds may not be disbursed on time or as promised, leading to frustration.
Flaws:
Unpredictable and often unfair auction process with potential for manipulation or lack of transparency.
Delays and inconsistencies in fund disbursement can disrupt users’ financial plans.
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Current Experience:
Comparison between different chit funds is often challenging due to inconsistent information.
Flaws:
Difficulty in comparing different chit funds due to lack of standardized information.
Higher likelihood of selecting a fund based on personal relationships rather than thorough due diligence.
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Current Experience:
Users may encounter challenges if they wish to participate in another chit fund or need assistance.
Limited avenues for feedback or resolution of issues from the previous fund.
Flaws:
Difficulty in transitioning to new chit funds due to dissatisfaction or lack of follow-up support.
Lack of mechanisms for users to report issues or provide feedback effectively.
How might we enhance the effectiveness and reliability of community-based financial solutions, by addressing issues of transparency, accountability, and trust, to better serve individuals who struggle with accessing formal banking services and achieving their financial goals?
Pyggy: A Community-Driven Financial App Empowering Collective Savings and CreditThe goal of Pyggy is to bridge the gap between aspirations and financial constraints for individuals who struggle to access traditional banking services.
By leveraging the power of Rotating Savings and Credit Associations (ROSCAs), Pyggy provides users with a secure and transparent platform to save collectively and access funds when needed. Pyggy ensures trust and reliability by eliminating hidden charges, offering clear and fair financial terms, and enabling users to track their progress toward achieving their financial goals. Pyggy not only simplifies the saving process but also fosters a community-driven approach to financial empowerment, making it easier for users to reach significant milestones like funding education, purchasing a home, or handling emergencies.
These elements are designed to create a seamless, secure, and inspiring onboarding experience for users, encouraging them to engage confidently with the app.
Credit Score Verification
Before users can access the Pyggy app, a credit score verification process is seamlessly integrated. This feature, in partnership with trusted credit agencies like Experian and CRIF, checks if the user’s credit score meets the app's entry threshold.
Joining a financial community where trust is the foundation
Enhanced Trust and Security: By ensuring that only users with a credible financial history can participate, Pyggy maintains a trustworthy community, reducing the risk of defaults and ensuring timely payouts.
Personalized Financial Recommendations: The credit score data allows Pyggy to offer tailored financial advice and opportunities, helping users make informed decisions and achieve their financial goals more efficiently.
Smooth Onboarding: The verification process is quick and secure, ensuring a seamless entry into the app while protecting users' financial data and enhancing overall user confidence in the platform
Savings Behavior Quiz
The Pyggy app includes a Savings Behavior Quiz designed to assess users' financial habits, risk tolerance, and investment personalities. This interactive quiz helps users understand their approach to saving and investing, categorizing them into one of four profiles: Strategizer, Seeker, Explorer, or Adventurer. The quiz provides valuable insights into users' financial preferences, allowing them to make more informed decisions about their savings and investments.
Based on the results of the quiz, users are identified as a Strategizer, Seeker, Explorer, or Adventurer, with a suggested risk range. The app then recommends suitable Pyggy pools that align with the user's investor personality and risk tolerance. This personalized approach ensures that users can choose savings options that match their comfort level and financial goals, enhancing their overall experience with the Pyggy app.
Intuitive Dashboard
The Pyggy dashboard offers a clear and motivating overview of your financial journey, showcasing key statistics like your total savings, highest earnings, and pool progress. Alerts about monthly winners and personalized Pyggy recommendations keep you engaged, while easy access to payment options and a budgeting tool ensures seamless financial management—all designed to empower you with quick, actionable insights.
Pyggy's intuitive dashboard—where every stat, alert, and recommendation is tailored to keep you on track and in control of your financial goals
Verified Group Dynamics
Creating and joining a Pyggy group involves a secure Aadhaar card verification for all members, enhancing the safety and trust within the group. This feature ensures that every participant is verified, minimizing the risk of fraudulent activities and ensuring that all members are genuine.
Additionally, the group interface highlights weekly or monthly winners, displays the number of members, and provides daily updates and progress tracking. This transparency and real-time information foster a sense of community and motivation, keeping members engaged and informed about the group's performance. The design decisions behind these features prioritize security, accountability, and active participation, ensuring a reliable and engaging experience for all users.
Join a Pyggy group with confidence and security, where every member is verified through Aadhaar, and real-time updates on winners, member counts, and progress keep you engaged and informed!
I led our team in usability testing for Pyggy, including Heuristic Evaluation and think-aloud sessions with 8 users: 3 new users, 2 experienced users, 2 young professionals, and 1 middle-income individual. We discovered issues with credit score access, a need for trial versions, security concerns with dual verifications, and group management risks. These insights guided us in refining the app to enhance user experience and address key pain points.
Credit Score Accessibility Issues
We discovered that not all users had a credit score, which led to confusion and frustration. To address this, we revised the credit score integration process to be more inclusive and provide alternative verification methods for users without a credit score.
Desire for a Trial Experience
Users expressed a strong interest in experiencing the app before committing fully, similar to a trial version. We responded by introducing a demo mode that allows users to explore the app’s features and functionalities without making an initial commitment.
Security and Approval Frustrations
There was considerable feedback regarding the multiple layers of security and approvals, particularly the requirement for both credit score and Aadhaar card verification. To streamline the process, we consolidated these steps and minimized redundant security checks to improve user convenience.
Group Membership Concerns: Users were concerned about the risk of members leaving a group midway through their investment period. We addressed this by implementing features that offer risk mitigation strategies and group management tools, ensuring that users have clear guidelines and support for handling such situations and recovering their investments.