Biller Selection Paralysis
Friction
Users had to manually search through dozens of municipal electricity boards every single month.
Design solution
Architected Smart Due Cards on the home screen that fetch pending bills automatically via API.
50M+ User Mobile Bill Payment Redesign
Transformed a disjointed, high-friction bill payment funnel into an intelligent 2-tap checkout system for one of India's largest consumer fintech and neobanking platforms.
8 → 2
Steps required for repeat utility payments collapsed from 8 to 2 taps
+42%
Increase in recurring monthly bill payments within the first 60 days
50M+
App users actively interacting with the redesigned financial flows
The challenge
Why the previous experience was costing revenue.
Dhani's utility bill payment section suffered from severe cart abandonment. Users had to re-enter customer IDs, choose billers from unorganized 80-item lists, select payment modes manually, and wait through ambiguous OTP verification screens, leading to a 34% drop-off rate.
Key decisions
3 fixes that changed the numbers.
Checkout Friction
Friction
Selecting payment sources required 4 sequential modal choices (Wallet, Card, UPI, BNPL).
Design solution
Collapsed all payment methods into a unified swipe-to-pay sheet with preferred defaults.
Payment Latency Anxiety
Friction
Delayed banking webhooks showed generic spinning wheels, causing double debits.
Design solution
Introduced clear escrow confirmation receipts with real-time status tracker and reversal guarantee.
Results
What changed.
8 steps collapsed to 2 taps for 50 Million users.
- 8 → 2 — Steps required for repeat utility payments collapsed from 8 to 2 taps
- +42% — Increase in recurring monthly bill payments within the first 60 days
- 50M+ — App users actively interacting with the redesigned financial flows
Durga simplified our bill payment flows so effectively that our repeat transaction metrics surged immediately after release.
— Dhani Product Team, VP of Product · Dhani
