Onboarding Revamp - BharatPe for Business
Onboarding Revamp - BharatPe for Business
Turning a rigid and heavily FSE (Agent) driven flow into a trustable and intuitive flow for merchants. I redesigned the end to end journey to create an experience that feels guided, transparent, and simple from the very first step.
Turning a rigid and heavily FSE (Agent) driven flow into a trustable and intuitive flow for merchants. I redesigned the end to end journey to create an experience that feels guided, transparent, and simple from the very first step.
My Responsibilities
My Responsibilities
System thinking
System thinking
Problem solving
Problem solving
Micro-Interaction
Micro-Interaction
Experience design
Experience design
Interface design
Interface design
Most merchants never made it past onboarding
Most merchants never made it past onboarding
Not because they didn’t want to use BharatPe, but because the experience made them hesitate.
(Here we are talking about the DIY Users)
Not because they didn’t want to use BharatPe, but because the experience made them hesitate.
(Here we are talking about the DIY Users)
Only 6% of users completed onboarding, critical steps caused confusion and huge drop-offs
Only 6% of users completed onboarding, critical steps caused confusion and huge drop-offs
While this was one of the reason for this project, what else?
While this was one of the reason for this project, what else?
1
To increase onboarding completion rate and reduce drop-offs
To increase onboarding completion rate and reduce drop-offs
1
To Adhere to the new RBI guidelines.
2
To reduce reliance on FSEs by encouraging more self-serve (DIY) onboarding
3
2
To Adhere to the new RBI guidelines.
3
To reduce reliance on FSEs by encouraging more self-serve (DIY) onboarding
To increase onboarding completion rate and reduce drop-offs
1
To Adhere to the new RBI guidelines.
2
To reduce reliance on FSEs by encouraging more self-serve (DIY) onboarding
3
Image of RBI (Reserve Bank of India) building
Image of RBI (Reserve Bank of India) building
Merchant holding BharatPe QR
Merchant holding BharatPe QR
It's Important to understand the types of users here
It's Important to understand the types of users here
P2M - The user who has completed the onboarding and got his verification done.
P2M - The user who has completed the onboarding and got his verification done.
P2PM - The user who has completed the onboarding but isn't verified yet.
P2PM - The user who has completed the onboarding but isn't verified yet.
Now see what RBI said
Now see what RBI said
In simple terms, it said the way Merchants (users) get verified NOW CHANGES!
In simple terms, it said the way Merchants (users) get verified NOW CHANGES!
Aadhaar, Business documents and Physical verification is mandatory during onboarding now (were skippable before). Previously only shop photo verification was enough to decide if the user will be P2M or P2PM.
Aadhaar, Business documents and Physical verification is mandatory during onboarding now (were skippable before). Previously only shop photo verification was enough to decide if the user will be P2M or P2PM.
We had 3 months to implement all of this.
We had 3 months to implement all of this.
The risk?
The risk?
Making onboarding longer, heavier, and even easier to abandon by inducing the new guidelines into the existing flow.
Making onboarding longer, heavier, and even easier to abandon by inducing the new guidelines into the existing flow.
PS: All the major business was dependent on this. (Lending, Payments, Speaker, Recharge and more.)
PS: All the major business was dependent on this. (Lending, Payments, Speaker, Recharge and more.)
There was already high drop-offs but now adding more steps?
There was already high drop-offs but now adding more steps?
What do you think will happen? Will the users still onboard? We still had to achieve higher DIY onboarding. But if we don't adhere to the RBI we will risk all our major business!
What do you think will happen? Will the users still onboard? We still had to achieve higher DIY onboarding. But if we don't adhere to the RBI we will risk all our major business!
All these questions, what's the answer? Hence we did this…
All these questions, what's the answer? Hence we did this…
Rather than adding more steps for all, we made the journey dynamic
Rather than adding more steps for all, we made the journey dynamic
Now the user can choose if they want to be a P2M user (Higher limit-more documentation), or a P2PM user (Lower limit-no documentation)
Now the user can choose if they want to be a P2M user (Higher limit-more documentation), or a P2PM user (Lower limit-no documentation)
From a Linear Flow → to a Dynamic Journey
We redesigned onboarding into two adaptive paths:
Flow A — P2PM (Basic Limit)
Bank
PAN
Business Details
Free QR
A fast, low-friction path for users who just want to start.
Flow B — P2M (Full KYC Upgrade)
Shop Photos
Aadhaar
Business Docs
Physical Verification
Users can choose to upgrade when needed, instead of being forced early.
From a Linear Flow → to a Dynamic Journey
We redesigned onboarding into two adaptive paths:
Flow A — P2PM (Basic Limit)
Bank
PAN
Business Details
Free QR
A fast, low-friction path for users who just want to start.
Flow B — P2M (Full KYC Upgrade)
Shop Photos
Aadhaar
Business Docs
Physical Verification
Users can choose to upgrade when needed, instead of being forced early.
Designing for Edge Case
Designing for Edge Case
For the PAN–Bank mismatch users (when users name on Bank and PAN are different), We ensured the journey felt continuous to them, hence we
We expanded the Details step
Embedded additional KYC steps within the same journey
This ensured:
Compliance was met
UX continuity remained intact
For the PAN–Bank mismatch users (when users name on Bank and PAN are different), We ensured the journey felt continuous to them, hence we
We expanded the Details step
Embedded additional KYC steps within the same journey
This ensured:
Compliance was met
UX continuity remained intact
Here's how we drove a 20% increase in Business Name step completion
Here's how we drove a 20% increase in Business Name step completion
Only 66% of users were completing this step, with many dropping off due to confusion caused by an unclear and non-intuitive interface.
To address this, we didn’t just improve the Business Name input screen. we reimagined the entire entry point of the onboarding flow. The new experience clearly sets context from the start and ensures continuity for users returning after a drop-off, helping them seamlessly pick up where they left off.
As a result, step completion increased to 86%, marking a +20 percentage point improvement within 4 months of launch.
Only 66% of users were completing this step, with many dropping off due to confusion caused by an unclear and non-intuitive interface.
To address this, we didn’t just improve the Business Name input screen. we reimagined the entire entry point of the onboarding flow. The new experience clearly sets context from the start and ensures continuity for users returning after a drop-off, helping them seamlessly pick up where they left off.
As a result, step completion increased to 86%, marking a +20 percentage point improvement within 4 months of launch.
From vague to decisive PAN Verification step
From vague to decisive PAN Verification step
We redesigned the mismatch screen, replacing the vague “Continue” CTA with a clear option to "Continue with Mismatch" allowing users to either correct details on PAN and bank or proceed fully aware of the mismatch outcome.
Additionally, we added the bottom sheet “We would need additional business details” to better reflect the actual steps ahead, where users will be asked for shop photos, Aadhaar and Business Documents.
We redesigned the mismatch screen, replacing the vague “Continue” CTA with a clear option to "Continue with Mismatch" allowing users to either correct details on PAN and bank or proceed fully aware of the mismatch outcome.
Additionally, we added the bottom sheet “We would need additional business details” to better reflect the actual steps ahead, where users will be asked for shop photos, Aadhaar and Business Documents.
Decision maker - post QR Activation
Decision maker - post QR Activation
This is where the journey splits. We introduced an upfront choice post QR activation where user can choose either Basic-limit QR (₹95k) with no KYC or a high-limit QR (up to ₹40 lakhs) where full KYC is required.
This ensures quick solution for new users and proper KYC for users who need high benefits.
This is where the journey splits. We introduced an upfront choice post QR activation where user can choose either Basic-limit QR (₹95k) with no KYC or a high-limit QR (up to ₹40 lakhs) where full KYC is required.
This ensures quick solution for new users and proper KYC for users who need high benefits.
Making Business Documents module personalised
Making Business Documents module personalised
GST number, Business document, Udyam Creation. we kept all these skippable given user must at least give 1 of 3.
If GST is available with us, the other two steps become optional.
If GST is not available, we progressively show other options rather than throwing all at once and user must give the one they have or skip and create udyam certificate instead.
GST number, Business document, Udyam Creation. we kept all these skippable given user must at least give 1 of 3.
If GST is available with us, the other two steps become optional.
If GST is not available, we progressively show other options rather than throwing all at once and user must give the one they have or skip and create udyam certificate instead.
Outcome post 4 month launch
Outcome post 4 month launch
2x
Overall Onboarding Completion went from 6% to 12%
2x
+4%
P2PM Journey Completion went from 19% to 23%
+4%
P2PM Journey Completion went from 19% to 23%
+20%
Business Name Step Completion increased to 86% from 66%
+20%
Overall Onboarding Completion went from 6% to 12%
2x
+4%
P2PM Journey Completion went from 19% to 23%
Business Name Step Completion increased to 86% from 66%
+20%
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