2023 - New Bill-splitting Feature

GOsplit

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Background

Design Process

The Problem

The Solution

Competition Analysis

User Interview

The Main Insight

User Flow

Final Design

Business Impact

Retrospective

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.

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.

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

New Feature
Implementation

Tools

Figma

2023 -

New Bill-splitting Feature

GOsplit

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 recognize an opportunity to enhance the app by integrating bill-splitting features.

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 recognize an opportunity to enhance the app by integrating bill-splitting features.

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 recognize an opportunity to enhance the app by integrating bill-splitting features.

Design Process

View full image of design process here for reference.

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.

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.

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

  1. Camera-scan the receipts to auto-fill and split, aiming to avoid human errors and inaccurate shares.


  2. A system for receivers to nudge payers who haven't settled their shares, instead of needing to remind them conversely. 


  3. A pop-up notification reminder for users who haven't settled their shares.

  1. Camera-scan the receipts to auto-fill and split, aiming to avoid human errors and inaccurate shares.


  2. A system for receivers to nudge payers who haven't settled their shares, instead of needing to remind them conversely. 


  3. A pop-up notification reminder for users who haven't settled their shares.

  1. Camera-scan the receipts to auto-fill and split, aiming to avoid human errors and inaccurate shares.


  2. A system for receivers to nudge payers who haven't settled their shares, instead of needing to remind them conversely. 


  3. 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 analyzed 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.

I analyzed 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.

I analyzed 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.

Splitwise

Spend Together

Splid

MAE by Maybank

Findings:

  1. 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.

  1. 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.

  1. 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.

  1. MAE is the only app has direct access to eWallet, however, not everyone is a MAE user.

  1. MAE is the only app has direct access to eWallet, however, not everyone is a MAE user.

  1. 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.

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.

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:

  1. Tell me a time when you split bills with your friends and family. What happened?

  1. How would you handle situations where someone forgets to pay their shares?

  1. How do you usually keep track of the shared expenses and payment within a group?

  1. 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 synthesizing qualitative and quantitative data from affinity mapping, I pinpointed the main insights, key challenges, and concerns that users experience when sharing expenses.

Diving into user feedback, I identified several pain points related to bill-splitting with others. Through synthesizing qualitative and quantitative data from affinity mapping, I pinpointed the main insights, key challenges, and concerns that users experience when sharing expenses.

Diving into user feedback, I identified several pain points related to bill-splitting with others. Through synthesizing qualitative and quantitative data from affinity mapping, I pinpointed the main insights, key challenges, and concerns that users experience when sharing expenses.

View full image of affinity mapping here for reference.

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

5 out of 6 participants struggled with individuals forgetting to settle their shares, leading users to remind them repeatedly.

4 out of 6 participants concerned about individuals not paying their fair share according to the bills.

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.

4 out of 6 participants concerned about individuals not paying their fair share according to the bills.

4 out of 6 participants concerned about individuals not paying their fair share according to the bills.

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..

  1. Users (receivers) feel frustrated when they receive inaccurate shared amount.

  1. Users (receivers) feel uncomfortable to bring up bill-splitting conversation.

  1. Users (payers) often forget to settle shares and lose track of shared expenses.

USer Persona

View full image of user persona here for reference.

USer Flow

View full image of user flow here for reference.

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.

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.

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.

Research on Monetization Strategies used in Bill-Splitting App

Splitwise

  1. Advertisement

Place ads within the app and earn revenue each time users click on them.

  1. Paid Membership Plan

Offer premium features to users on a subscription basis.

  1. In-App Purchases

Offer some pro features so users can pay to use them.

Problem:
Splitwise and TNG eWallet are distinct products with different focuses and business models. Therefore, these monetization strategies do not apply to TNG business.

Problem:
Splitwise and TNG eWallet are distinct products with different focuses and business models. Therefore, these monetization strategies do not apply to TNG business.

Problem:
Splitwise and TNG eWallet are distinct products with different focuses and business models. Therefore, these monetization strategies do not apply to TNG business.

Opportunity for GOsplit Monetization

GOsplit monetization comes from gamifying the bill-splitting feature, similar to daily check-ins, earn reward points and vouchers can be given out every single day as long as users split the bill using GOsplit.

Retrospective

Project takeaways.

What I've learnt, and would have done differently next time..

In-depth research on bill-splitting mechanism

Beyond traditional bill-splitting methods, I will consider exploring new opportunities to enhance user engagement and satisfaction with interesting mechanisms, such as incorporating a rewarding system into Gosplit.

Gather more insights from user interviews

Conducting additional interviews with users who have used other eWallet platforms such as Grabpay, ShopeePay, etc. This approach may gain different insights and perspectives that have the potential to significantly enrich the research for this case study.

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