In what ways can we improve Kuda Bank's bill payment system to streamline the process for users?

Introduction

To improve Kuda Bank's bill payment system and streamline the process for users, we need to conduct a comprehensive analysis of the current system, identify pain points, and develop innovative solutions. I'll approach this challenge by examining user segments, analyzing pain points, generating solutions, and proposing metrics for success.

Step 1

Clarifying Questions

• Looking at the product context, I'm thinking Kuda Bank might be targeting a specific demographic within Nigeria's growing digital banking market. Could you help me understand who our primary users are and what their key use cases for bill payments typically look like?

Why it matters: Determines the focus of our improvements and potential feature prioritization. Expected answer: Young, urban professionals who frequently pay utilities, subscriptions, and merchant bills. Impact on approach: Would tailor solutions to mobile-first, frequent users with diverse payment needs.

• Considering user behavior, I'm curious about the current user flow for bill payments. Can you walk me through the typical steps a user takes to complete a bill payment, including any cross-platform interactions?

Why it matters: Identifies potential friction points in the current process. Expected answer: Users navigate through multiple screens, selecting billers from a list, entering account details, and confirming payments. Impact on approach: Would focus on simplifying navigation and reducing the number of steps required.

• Regarding pain points and market position, how does Kuda Bank's bill payment system currently compare to competitors, and what are the most common user complaints we receive?

Why it matters: Helps identify areas where we can differentiate and improve user satisfaction. Expected answer: Competitive in features but users report issues with payment confirmation and biller selection. Impact on approach: Would prioritize improvements in payment confirmation and biller discovery.

• Thinking about the product lifecycle and company alignment, what are the key metrics driving this improvement initiative, and how does it tie into Kuda Bank's broader strategic goals?

Why it matters: Ensures our improvements align with overall business objectives. Expected answer: Focusing on increasing monthly active users and transaction volume, aiming to become the primary financial app for users. Impact on approach: Would emphasize solutions that encourage frequent use and higher transaction values.