GOsplit
New Feature Implementation
Introducing GOsplit, a new bill-splitting feature integrated directly into the Touch 'n Go eWallet app. The name 'GOsplit' was inspired by a few other existing features shown on the home screen.
The goal is to allow users effortlessly share expenses with friends and family, all within the Touch 'n Go eWallet app.
Role
Product Designer
Duration
1 Week
Type
Proposal to Touch ‘n Go
Tools
Figma
// Background
Touch 'n Go eWallet is a leading Malaysian digital wallet and online payment platform, allowing users to make cashless payments at merchants, transfer money through their contact list, and more.
However, despite its seamless and convenient in-app cashless transactions, it lacks a feature to allow users to efficiently split bills and collect their shares within the app.
As a designer, I recognise an opportunity to enhance the app by integrating bill-splitting features.
// Design Process
// The Problem
Many people find bill-splitting complicated and tricky, especially in a group gatherings for a meal. Typically when the bill comes, one person settles it first before collecting payments from the rest.
Through user interviews, I found that many users find themselves switching to other bill-splitting apps whenever they need to share expenses.
This creates an unnecessary extra step, as they have to return to their bill-splitting app and manually update the information after making a payment in the Touch 'n Go eWallet.
How Might We..
Create a more effective way to help users split their bills easily, all within one app?
// The Solution
One-click “Set Reminder”
Camera-scan the receipts to auto-fill and split, aiming to avoid human errors and inaccurate shares.
A system for receivers to nudge payers who haven't settled their shares, instead of needing to remind them conversely.
A pop-up notification reminder for users who haven't settled their shares.
// COMPETITION ANALYSIS + THE GAP
→ The competitors lacked payment access to eWallets.
I analysed 4 popular bill-splitting apps designed for splitting bills and tracking shared expenses.
I found that most of these apps lack integrated payment options, requiring users to perform additional steps by switching between their eWallet and the bill-splitting apps to update information, as it does not automatically reflect within the apps.
Additionally, they do not offer a reminder feature that allows users to nudge someone who hasn't settled their shares.
Findings
Splitwise, Spend Together and Splid require users to manually key in all information, and it does not reflect on the bank or eWallet after settling up the shares.
MAE is the only app has direct access to eWallet, however, not everyone is a MAE user.
// USER Research + INTERVIEW
→ My interviewees agreed that bill-splitting feature is a good idea.
I conducted interviews with 6 individuals, ranging in age from 21 to 55, who regularly use the Touch 'n Go eWallet and have experienced bill-splitting with others. I asked them the following questions to gather insights into the challenges they face and identify potential users’ pain points.
Research Questions
Tell me a time when you split bills with your friends and family. What happened?
How would you handle situations where someone forgets to pay their shares?
How do you usually keep track of the shared expenses and payment within a group?
What are the biggest challenges you face when splitting bills with others?
// The main insight
Diving into user feedback, I identified several pain points related to bill-splitting with others. Through synthesising qualitative and quantitative data from affinity mapping, I pinpointed the main insights, key challenges, and concerns that users experience when sharing expenses.
Theme 1: Accuracy of shares matters
4 out of 6 participants concerned about individuals not paying their fair share according to the bills.
Participants emphasized the importance of ensuring that everyone pays the correct amount when settling expenses with each other.
Verbatim:
“I feel frustrated when I find out someone pays me their share not according to the bills. Why are they hiding it?”
Theme 2: Constant reminding others is uncomfortable
4 out of 6 participants concerned about individuals not paying their fair share according to the bills.
Participants prefer a more convenient and quick way to remind others to settle their shares without having to remind them every single time.
Verbatim:
“I don’t really like to keep reminding people to pay their shares, instead they should’ve aware of it”
Theme 3: Some people overlooked, leading to unsettled shares
3 out of 6 participants admitted to either overlooking or intentionally not chasing unpaid shares with individuals. This led them to lose track of expenses and avoid bill-splitting conversations due to awkwardness.
Providing a detailed section of who has owed and settled their expenses will definitely be helpful, which allows users to easily track their expenses status.
Verbatim:
“I feel shy and awkward every time I chase their shares. Sometimes, I tend to avoid the topic and end up needing to pay for them, which affects my budget in the long run.”
Users Problem & Key Challenges to Tackle..
Users (receivers) feel frustrated when they receive inaccurate shared amount.
Users (receivers) feel uncomfortable to bring up bill-splitting conversation.
Users (payers) often forget to settle shares and lose track of shared expenses.
// User Persona
// User Flow
While designing the user flow, I incorporated all 3 solution directions into the journeys of both the Receiver and Payer. This approach helped me identify dependencies, remove redundant steps, and create a smoother experience for both sides of the bill-splitting process.
// Final Design
→ The final product.
// Business impact
→ How GOsplit profits TNG Business?
I see GOsplit as a long-term profit generator for the TNG business, as people split bills on a daily basis for activities such as meals, groceries, and events. As a result, GOsplit has the potential to increase user retention rates for the TNG eWallet app in the long run.
Which to say, GOsplit can help build user loyalty and trust among users and merchants since the user base is growing and getting firmer.
Additionally, as the nature of GOsplit can only be completed by more than 1 person, it will prompt groups of users to use TNG eWallet app when thinking about splitting bills. This could potentially attract new users and become another internal triggers for TNG eWallet app.
Splitwise
Research on Monetisation Strategies used in Bill-Splitting App
Advertisement
Place ads within the app and earn revenue each time users click on them.
In-App Purchases
Offer some pro features so users can pay to use them.
Paid Membership Plan