What is the Problem?
- People face issues while requesting money or while making group payments.
- Users have to move to a different payment provider to complete a transaction and later on post
the payment receipt on WhatsApp.
- Small businesses need more flexibility when talking to their customers and requesting payments on WhatsApp.
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💡 After carefully identifying the pain points Whatsapp users face, the above pain points were prioritized and broken down based on the following criteria.
- How many people are experiencing this pain point?
- How painful is it?
- How many solutions already exist
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User Segments
- Students, Friends and Family
- Small and medium businesses
Prioritizing User Segments
- TAM: How many people in the user segments face this issue?
- How often will they use this product or feature
- is this an underserved population
- Which Segment has the highest spend
| User Segment |
TAM |
Frequency |
Spend |
Score |
| Students, Friends and Family |
5 |
4 |
4 |
80 |
| Small and medium businesses |
3 |
5 |
5 |
75 |
User Persona
Concerns:
- Security of financial information within WhatsApp.
- Potential for fraud or scams through mobile payments.
- Understanding transaction fees (if any).
Ruth
22-year-old University Student
Needs:
- Send and receive money quickly from friends for splitting bills, rent payments, or casual transactions.
- A secure and familiar way to make small online purchases through WhatsApp chats with businesses.
- User-friendly interface for managing transactions and tracking expenses.
- Easily request money from her parents
Concerns:
- Reliability of the platform for handling business transactions.
- Integration with existing business management systems.
- Transaction fees impacting profit margins.
David
Owns a local bakery and cafe
Needs:
- Secure and easy way to receive payments from customers directly through WhatsApp chats.
- Ability to showcase products and create payment links for online orders.
- Simple order management tools to track and fulfil customer requests.
Joyce
45-year-old Mother of 4
Needs:
- A very simple and secure way to occasionally send money to her children
- Clear instructions and customer support for using WhatsApp Pay.
- Limited functionalities focused on basic money transfer.