You are a new PM at Google Pay. Design a feature for paying their credit card bills.
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in Product Design by (22 points) | 798 views

3 Answers

+2 votes

Clarifying Questions:

1. is it for Google finance credit card or for stored credit card in Google Pay?

2. Does Google even have access to due payments with different credit card providers?

3. Is Google willing to spend extra money to reward the users or wants to use social incentive/rewards?

Assumption: it's for different credit card providers and there is way to get the due payments

Product: 

  • Google Pay is used for online and offline shopping to pay bills against purchased goods, credit card bills etc.
  • allows users to store their credit card information for fast and easy payments without having to fill in the information again
  • it also offer its users finance credit card from synchrony bank
  • Key value proposition: faster and easy payment

User Persona:

  • Shoppers - in-app purchases, creadit card bills, market place purchases, offline shopping with merchants
  • Merchants - easy payment and can use Google pay as another mechanism to remind their customers for due payments

Needs and Pain Points:

  • large number of cards and Need constant reminders to pay their bills in-time - some may apply automated scheduled payments of the banks (Ask interviewer whether this direction need to be thought about or not, for this problem, I'm focussing on this as well)
  • no added incentive to pay before date - they utilize full length of the credit available duration

Use Cases:

  1. User need a way to know how much they owe to which credit card
  2. User need a way to know the due date for payment to a given credit card
  3. User need a single place to pay all their credit card bills so they dont have to go to different bank websites/ apps
  4. User need notification/ reminder to pay their bills
  5. User need scheduling of their payments and expect Google to automatically reject if they dont have the required funds
  6. User need incentive/ reward to pay their bills for +ve reinforcement
  7. User need a history of their rewards and a total value of their rewards
  8. User need a way to redeem their rewards
Solution:
  1. we need api's from credit card banks to solve for use case #1-#5
  2. If all the api's are not available, we can atleast get the credit standing of a user and use it for rewards for use cases #5-8
  3. we can think of showing payment due and due date for every credit card saved along with its own in the existing UI
  4. we can insert a payment due notification message on the confirmation page with every payment made by G-Pay
  5. We can insert a call to action both in #2 and #3 to pay now or pay later
  6. Pay Now can be single click immediate scheduling of the amount due from the bank account stored
  7. Pay Later can allow users to define a schedule to pay the bill for credit card bank
  8. For use case #5-8, we need to build new feature in G-Pay app or website to show, redeem, view history of the rewards
  9. Credit reward points for every credit card payment in time and remove them when someone redeem them
  10. We can think of giving credits in the form of free online Google Drive storage, ad-free minutes of You Tube etc.
  11. Show users with a catalog of rewards to choose from to redeem their points
  12. Adjust the reward points with every transaction and show them appropriately
 
Prioeritization:
Sr. No.SolutionImpactEffortStack RankReason
1.show payment due and due date for every credit card saved along with its own in the existing UILowMed8If the merchant API's are available, this should be relatively quick and easy to be built but dependency need to be factored in
2.insert a payment due notification message on the confirmation page with every payment made by G-PayMedLow5internal to the team and would be a simple message with dynamic insert of the data
3insert a call to action both in #2 and #3 to pay now or pay laterMedLow6internal to the team and would be a simple redirection to subsequent action pages
4.immediate scheduling from Pay Now of the amount due from the bank account storedMedMed7directly hook into the merchant api's to offer payment from source bank to the target bank.
5. 

allow users to define a schedule from Pay Later to pay the bill for credit card bank

LowHigh9this may require a bit of an extra effort to allow users to create, save, delete and edit their payment schedule.
6.Build a separate section in G-Pay app/ website to show, redeem, view history of the rewardsHighMed2Since this will require a new section within G-Pay app, we need to involve everyone to design this and add all the features from scratch
7.Credit reward points with every payment made in-timeHighLow1If the merchant API's are available, this should be relatively quick and easy to be built but dependency need to be factored in
8.

Show users with a catalog of rewards to choose from to redeem their points

MedMed4Since, we are thinking of Google's own products, building a catalog shouldnt be that difficult. However dependency with other teams should be factored in
9.Adjust the reward points with every transaction and show them appropriatelyMedLow3Since this is internal to a single team and adjustment should be relatively quicker, we can build it quicly and easily

 

I'd summarize this at the end for the interviewer with my pain points we are trying to solve for, use cases we have in mind and what would I consider for MVP vs what can come in later.

by
+2 votes

Why design an experience for people to pay CC bills using G-Pay? 

  • Fragmented experience
    • customers typically have multiple CCs
    • they have to go to multiple websites to pay these bills
    • different CCs have different due dates 
    • different passwords to access CC websites 
  • Consumers navigate away from Google properties to pay CC bills 
I can think of several goals as to why Google might want to build this feature: 
  • Increase revenue by better ad targeting 
  • Increase the engagement of existing users of G-Pay by offering them more features
  • Acquire new users to the G-Pay ecosystem 
I'd as the interviewer if there is a particular goal they want me to focus on. For the purpose of this exercise, I'll pick "Acquire new users to the G-Pay ecosystem". 
 
One assumption I am making here is that this set of features is going to be designed for and launched in the US initially. There is a lot of payments related regulation that exists in different countries so picking the US initially for simplicity's sake. If the interviewer has a preference, then I can accommodate that. 
 
User Segments: 
  • Existing google customers
    • Have google login
    • Search
      • use search to navigate to merchant bank to pay cc bills
    • Gmail
      • get bill pay notifications in email 
    • Customers who have never used google products before
      • Don't have a google login
  • Merchant Banks
    • Amex, Citi, etc 
  • Merchants who accept G-Pay
    • Websites
At this point I would ask the interviewer if they had a preference about which user segment I should pick. 
 
Gmail, Maps, Waze, Youtube, and other google properties account for >1B users. I'm assuming that not all of these users are using G-Pay. This being a significant user base already, focusing our efforts to convert them makes the most sense to me. 
 
Solutions: 
  • Gmail users see an ad for G-Pay if they have a CC bill pay email 
    • Google already has ads infra to support this use case
    • Detect a CC bill pay confirmation email, and display G-Pay ads for these users
  • User clicks on ad and navigates to G-Pay specific page
    • Add Credit Cards
    • See CC Statements for One CC
      • Current Statement
      • Past Statements
      • Filter statements by date
    • See Payment due date
    • Connect Bank to make payment
    • Payment Amount
      • Pay Full amount
      • Pay min 
      • Other Amount
      • See interest if paying < full amount 
    • Main G-Pay CC Dashboard
      • Lists all CCs
      • Current Statement amount due
      • Due date 
      • One-click Pay 
      • Pay all CC button
  • Integration with G Calendar 
    • Once a CC has been onboarded into G-Pay
    • User should be prompted if they want to integrate with G-Cal
    • Automatically create Payment reminders in G-Cal on the day payment is due
  • Chrome Plugin for one-tap cc bill payment
    • Can be default plugin in chrome
    • User sees G-Cal reminder
    • Clicks on G-Pay chrome plugin
      • plugin has list of CCs with pay button next to them
      • one click pay 
    • User can set preferences for plugin
      • always pay full amount or min 
      • default pay all CCs or just one, etc. 
MVP: 
Since goal is "Acquire existing google users into G-Pay ecosystem" I will build the following features for MVP
  • Add CC/see statements/ connect bank/make payments
  • G-Pay ads based on existing cc activity 
MVP +1 
  • Calendar integration 
  • Chrome plugin 
Success Mertics: 
  • CTR on gmail ads
  • # of cc bill payments made 
  • NPS (If users love this and it solves their problem, they will refer friends and thus Google will acquire more users)
by (28 points)
+1 vote

Goals for Google Pay: 1. Total transaction volume 2. Total number of transactions (daily, weekly, monthly) trends 3. Total number of transactions/DAU. I am thinking Google Pay is a daily used product as people tend to purchase something or the other on a daily basis. 

Clarifying questions - 

Timeline for launch: is it in weeks or months?

Number of dev resources: are there very limited resources? 

Pain points: 

1. People have multiple credit cards and paying one at a time is a pain

2. Each card is on a different payment schedule and remembering is a pain 

3. People have goals and implicitly make decisions how much to pay per credit card so that they don't underpay or overpay while balancing the interest rates 

4. People tend to weight paying credit card bills against credit score esp. if they are in the market buying for a home or a car

5. People are social creatures. They want to how much they spend compared to people similar like them 

Prioritization of features: 

Riskiest assumption: credit card companies are willing to provide API access to Google Pay to be able to pull information and pay the bills. The prioritization is assuming that we have de-risked that.

Pain pointUser storyValueReasoningPriority
People have multiple credit cards and paying one at a time is a painAs a user, I would like to pay multiple credit cards at onceMandatory I feel like this a basic feature but adding this itself would have the necessary adoptionv1
Each card is on a different payment schedule and remembering is a pain As a user, I would like to see the payment cadence of each credit card on a single page so that I can plan for budgeting Same as abovev1
People have goals and implicitly make decisions how much to pay per credit card so that they don't underpay or overpay while balancing the interest rates As a user, I would like to list my goals and be able to balance payments so that there is no negative impact on my credit score while saving enough for the goal
 
 This is a strong draw to use Google pay as a payment sourcev1
People tend to weight paying credit card bills against credit score esp. if they are in the market buying for a home or a carAs a user, I would like to know how I can improve my credit score by paying the credit card bills balancely It's a good to have feature but how often one makes a big purchasev2
People are social creatures. They want to how much they spend compared to people similar like them As a user, I would like to know how I stack against people similar to me It's a good to have feature but not essentially one will use regularlyv2

 

 
Recommendation: In the initial version, users will be able to pay for multiple credit cards from a single interface and be able to set goals for life events and balance payments so that they are not over paying or under paying (like a home purchase) 
by (34 points)
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