BharatNXT is a B2B payments platform enabling businesses to send, receive, and track transactions. This case study focuses on the design of a bi-directional payment tracking and collections feature that supported payers, payees, users, and non-users while driving transparency, activation, and repeat engagement.
Rather than redesigning payments end-to-end, this work targeted a high-leverage feature intervention within an existing ecosystem.
THE CLIENT
BharatNXT
Date
Founding Product Designer
Industry
1 month
Scope of work
Feature Design
Product Design
Mobile App
I led the feature design by interviewing stakeholders across product, engineering, and customer support, analyzing payment workflows and failure patterns, and translating insights into a scalable tracking and collections experience aligned with existing system constraints.
Both payers and payees lacked clear visibility into payment status once a transaction was initiated, creating uncertainty around whether payments were pending, in progress, or settled especially when recipients were not BharatNXT users. This ambiguity led to increased support queries, reduced trust during high-value or time-sensitive transactions, and missed opportunities to convert non-users encountering BharatNXT through shared payment links.
To understand where uncertainty originated, I conducted stakeholder interviews with product, engineering, and customer support, and reviewed payment-related support tickets and existing payment flows.
This helped surface common failure patterns, visibility gaps across payer and payee journeys, and moments where users lacked confidence in transaction progress especially for non-users receiving payments.
Reframing the challenge
Design Decision
#1 Incoming Payment Visibility
Shared payments surface directly on the user’s home screen with live status and notifications. Users can view, filter, and download payment records without leaving the app.
#2 Centralized Collections & KPI Dashboard
A collections experience that allows users to track and collect payments from multiple payers in one place.
#3 Shared payment tracking via secure links
A link-based payment tracking experience that provides early visibility into incoming payments, status updates, and settlement notifications, while educating non-users about the platform.
Reflections & Learnings
Designing this feature reinforced that clarity often matters more than speed in financial workflows making system status visible, especially for non-users, reduced uncertainty and built trust. Treating payer, payee, user, and non-user journeys as a connected system helped drive activation while reducing support friction. Working within a live payment infrastructure also highlighted the importance of intentional trade-offs to deliver impact without disrupting core flows.
