How Small Improvements Create a Better Fintech Experience

Sometimes users don’t leave because the product is weak. They leave because simple actions take more effort than expected. And in fintech, even small friction can interrupt the entire journey. Improving end-user experience in fintech becomes important when basic tasks like paying, scanning, or recharging take longer than they should. These delays create hesitation and push users to look for easier options.

The first signs of these issues appeared through NPS feedback. Users repeatedly mentioned slow QR access, confusion while sending money to mobile numbers, and the absence of simple recharge options. These were not isolated comments. They showed a pattern and clearly pointed to areas where the experience needed to be simplified. This helped the team understand that the solution was not adding more features, but making existing journeys smoother.

Understanding Where Users Faced Friction

1.1 Issues highlighted through NPS feedback

NPS responses showed consistent complaints across QR scanning, mobile transfers, and basic recharges. These were not one-time concerns but repeated patterns. This helped the team understand which journeys required immediate attention.

1.2 Journeys where users slowed down

Users were facing delays in high-frequency actions like payments and transfers. These are core tasks, so any friction directly impacts user trust. Identifying these slow points helped the team decide where to begin.

1.3 Drop-off points inside key flows

In several journeys, users stopped midway because certain steps were unclear. For instance, during the payment process, some users did not understand the “select account” step, leading them to exit the flow. Reviewing these stages showed where clearer guidance was needed.

1.4 Extra effort in simple tasks

Some processes required more steps than necessary, increasing user effort. An example was the recharge flow, where users had to navigate through multiple screens just to enter a mobile number. Reducing these steps helped shorten the journey and speed up completion.

1.5 Homepage visibility issues

Essential functions were placed too deeply in the app, making them hard to locate. For example, the recharge option was inside a sub-menu instead of being visible on the main dashboard. Bringing key features forward reduced confusion and saved time for users.

Improvements Designed to Reduce Effort

2.1 Moving essential features upfront

The QR scanner was moved to the login page so users could act immediately. This saved time and removed multiple steps from the journey. It also reduced frustration for those who only wanted to scan and pay.

2.2 Cleaning up payment flows

The mobile number transfer flow was redesigned to make each step clearer. Fewer inputs and simpler navigation helped users complete payments without confusion. This directly reduced related complaints.

2.3 Adding expected basic features

Users expect simple services like prepaid recharge to be available. Adding this feature made the app more useful for everyday needs. It also reduced dependency on external apps for basic tasks.

2.4 Making navigation more direct

Key paths inside the app were shortened and made more predictable. Clear labels and straightforward screens reduced guesswork. This allowed users to find what they needed much faster.

2.5 Measuring changes through NPS again

After implementing updates, the team tracked the next rounds of NPS results. Complaints dropped, and satisfaction increased with each phase. This showed the changes were working and directly improving the experience.

Conclusion

By using NPS as the starting point, the team was able to identify the exact areas where users were facing friction. The patterns in the feedback helped highlight problems that directly affected everyday actions like payments, transfers, and recharges. Once these issues were mapped, the team focused on practical solutions that reduced steps, improved clarity, and brought essential features forward. Each improvement was designed to make the journey easier rather than add more complexity. As these changes rolled out, users experienced smoother navigation, faster access, and fewer interruptions in key flows. This led to a steady rise in satisfaction and showed that even small, targeted improvements can create a more reliable fintech experience.