Oct 2021 / On-Demand Pay Research project by Kimberly Mak, under kipleX venture studio.

Say it a couple more times and people will show up to your party. In this case, it’s referring to the ODP platform and people have experienced blockers entering it.

Is ODP too complicated? Did we oversell during the launch talk? Find out the real blockers and how we addressed it.

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Objective

Find out whats the perfect balance between legality requirements with onboarding experience. While keeping in mind, the tech literacy level of our users.

Participants

• Non-users (employees yet to register)
• Users who made 0 to 1 ODP withdrawals
• HR team from Clients
• Customer Support

Methodology

• UX Analysis
• Competitive Analysis
• Prototype Testing
• User Interview

Background & Problem Area

During the pilot phase, we had several employers and their staffs onboarded, including RinggitPlus Call Centre, Osteria Gamberoni Restaurant, DSH Hospital and more. In this research, we look at an *Employee’s First Steps with On-Demand Pay, re-*evaluating the end to end journey upon hearing about ODP benefit from their HR to registering on ODP platform.

Within 4 months user base grew from 0 to 1000, BUT....

• 72% of users drop off during registration process.
• number month active users (MAU) did not meet our expectations.
• users were too reliant on marketing materials and our monthly launch talk.
• bottleneck user experience journey at 2 key areas– Launch Talk and Registration Process

Complying with (a) PDPA Data Protection with employee allowing mangro access to the platform and (b) an employer legally informing their HR to provide access for mangro.

Constraints

• Many users are forgetting their login credentials, it was an intentional decision not to implement OTP validation during login/registration at this point of the product journey.