Praveen Kumar K 👋
A Passionate Full Stack Developer 🖥️ & Product Designer having 16 years of Experiences over 24+ Country Worldwide.
GPay (GTPay) UX Case Study
Client For:
Gtbank - GAPS
My Role:
Product UXUI Designer
Overview
Research: Stakeholder Interviews: Business heads, developers, merchants Competitive Benchmarking: Compared Paystack, Flutterwave, Interswitch User Testing (Remote): 8 merchants, 10 card users Heuristic Evaluation: Identified pain points in form flow, dashboard, and mobile view
🏦 Project Overview
Client: Guaranty Trust Bank (GTBank)
Product: GPay (GTPay) – Online Payment Gateway
Platform: Web (Desktop & Mobile), API Integration
Objective:
- Faster checkout
- Clearer onboarding for businesses
- Real-time tracking for payments
🧠 Problem Statement
- Lengthy merchant onboarding
- Poor transaction clarity for end users
- API docs not developer-friendly
- Limited mobile UX adaptability
🧑Target Users
Merchants: Hotels, schools, eCommerce (Age: 30–55)
End Users: Local/international cardholders
Developers/Agents: For onboarding and support
🔬 Research Process
- Stakeholder Interviews
- Competitive Benchmarking: Paystack, Flutterwave
- User Testing: 8 merchants, 10 users
- Heuristic Evaluation
🎨 Design Goals
| Goal | Approach |
|---|---|
| 📲 Mobile-first checkout | Single-screen flow |
| 🧾 Real-time updates | Notification-based UI |
| 🛠️ Developer onboarding | Interactive API docs |
| 📥 Simplified signup | 3-step onboarding |
| 🔍 Transparent tracking | Visual dashboard |
✏️ Wireframes & Prototypes
- Low-fi wireframes for user flow
- Hi-fi UIs with GTBank branding
- Interactive Figma prototypes
- Tools: Figma, Miro, Maze, Notion
📈 Key UX Improvements
| Feature | Before | After |
|---|---|---|
| Checkout flow | 3-page form | 3-click, single screen |
| Merchant signup | 6 forms | 3 steps + help |
| API docs | Static PDFs | Live editor |
| Transactions | CSV download | Real-time dashboard |
| Mobile | Poor scaling | Adaptive layout |
🧪 Testing & Validation
- 40% faster merchant onboarding
- 70% fewer failed payment complaints
- 3x API adoption increase
- User Feedback:
- “Finally understand my customer payments.” — Merchant
- “Feels like a real shop, not a bank.” — User
🏁 9. Outcome
GPay became a trusted, intuitive gateway across Africa, improving transaction clarity, reducing support tickets, and raising satisfaction.
