Downtime Alerts
Context
Businesses use the RazorpayX platform to make payouts to:
Customers: Refunds, rewards, and earnings
Employees: Salaries and petty cash
Vendors: Invoice and advance payments
Four key players are involved in the payout process: RazorpayX, the partner bank, the beneficiary bank, and NPCI (for UPI transactions). Any disruption in services from these players impacts all payouts routed through them. This disruption period is referred to as downtime or service degradation.
Timeline
3 Months
Team
1x Product designer (Me)
1x Head of Product Design
Initial Problem Statement
Banks experience both scheduled and unscheduled downtimes. While scheduled downtimes typically cause minimal disruption, unscheduled downtimes during business hours can disrupt user payouts, resulting in delayed payments and blocked cash flow.
How can we effectively communicate downtime details to users for both scheduled and unscheduled events?
Let’s deep dive
Total no. of payouts
(Number hidden due to confidentiality, reach out for more details)
Total no. of payouts
Avg. Success rate
Failure rate
Breaking down the failure rates
5.5%
~X Lakh payouts
(Number hidden due to confidentiality, reach out for more details)
2.56%
Merchant errors
1.65%
Partner bank errors
1.33%
Beneficiary bank errors
Current Journey
Pain points
🤨
Low/No awareness
On the dashboard users are not made aware of when downtime started and how long it’s been going on for.
🧐
Alerts are not evident
Users only realise something is wrong when their payout hasn’t reached the receiver on time.
😶
Insufficient info
Users don’t know what a queued payout means or when and why a payout is being queued.
😯
Status mismatch
Though payouts are being queued, users are shown a confirmation toast in green - which is misleading.
Solution Themes
💬
Pro-active comms
Through pro-active comms - partner bank & beneficiary bank alerts, we can help users make an informed decision.
💰
Create awareness around the security & convenience features which add value to their business -> retaining them as a user.
Design Solution
User Story 1
As a dashboard user, while creating a payout, I want to be made aware of bank downtimes so that I can make an informed decision
Micro user Story 1
I want to know if a beneficiary bank is down so that I can choose an alternate fund account or queue the payout.
GIF: Beneficiary bank alert when the screen loads. More information is revealed on hover
Micro user Story 2
I want to know which of my partner banks are down so that I can choose an alternate account to route funds through or queue the payout.
If the user has multiple debit accounts added, RayAI will recommend the next best account to process the payout immediately.
Partner bank alert
Expected Impact
NPS score
Support tickets
Value Realization
User Story 2
As a dashboard user, As soon as a payout is queued, I want to know why my payout was queued & the action I need to take next so that I can be sure what’s happening with my money
Micro user Stories 1
I want to know which systems are functional and which ones are degraded.
Micro user Story 2
I want to know what actions I should take next and how Razorpay is helping me with the queued payout.
Queued payout confirmation by RayAI
Expected Impact
Support tickets
Value Realization
User Story 3
As a dashboard user, Once payouts are queued, I want to be updated on all my queued payouts & be able to access more details for each payout
Micro user Story 1
I want to view a summary of all queued payouts and their duration.
The summary card provides details of the downtime, including the number of queued payouts, the affected bank and payment mode, and the duration.
To reduce user anxiety, a "Notify Me" option sends a message once these transactions are processed.
Additionally, users can cancel all queued payouts at once through the overflow menu.
List view with summary of queued payouts (Card on top)
Summary card for queued payouts
Micro user Story 2
I want to be able to easily access more information on the various statuses
The below tooltips will be shown while hovering on the respective payout statuses. This helps users with quick access to information.
Micro user Story 3
I want to be able to view more information for any selected payout
Once the user opens the detailed view of a payout,
For payouts still in queue, Ray will highlight which system is degraded.
For payouts which were queued and then processed, a callout from Ray is added to help with value realisation.
Expected Impact
Value Realization
User Anxiety
Support tickets
Phase 2 Coming Soon
FR1
Success rate dashboard: with deep dives, filterable by Bank, channel and mode.
FR 2
Settings to set-up which channel & who (mobile & email) needs to receive the notification
FR 3
Monthly Email summaries
