All about Paytm Chat

All about Paytm Chat

👋 Welcome to the Paytm Chat.

This doc will take you through the following basics of Chat Product

What is this product (Introduction)
The 5 Whys
The aim of this product (Aim)
The When
Elements of this product (Demo)
Main Features
How does it impact the lives of stakeholders (Benefits)

Why Paytm Chat?

The pain point with existing payment methods:

The traditional transfer methods have involved complicated steps of recalling parameters like 'Bank verified name', 'Account Number', 'IFSC code' etc. The recent advent of UPI solved the problem to an extent by converting this information to a VPA (Virtual Private Address), where a user can store and share the account in form of an email like address (amit@icici, amit@hdfc etc).

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Traditional payment methods have been all about transactions. Paytm Chat aims to give an identity to these transactions. The recipient of payment could be their friend/parent/colleague etc. Chat wants to establish this identity of their payments.
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The 5 Whys

Why would the users use this product over other form of payments

Why#1: Why would they use Chat to make a payment over ‘Send Money’?

Answer: So that they don’t need to ask the receiver for payment details again.

Why#2: Why don’t they want to ask the receiver for payment details again?

Answer: Because they want to send payments quickly

Why#3: Why do they want to send payment quickly?

Answer: Because they want to complete a transaction quickly.

Why#4: Why do they want to complete it quickly?

Answer: Because completing a transaction immediately generates trust.

Why#5: Why is trust important?

Answer: Because trust is their social currency. Higher the trust, higher the rewards.

The Aim:

Create an identity based payment transaction method. A chat channel between 2 users creates a unique connection which is based on their identities.

Chat payment associates the transaction details of an account, to the identity of its user. They no more need to transact with a bank account, rather you transact with their friend, brother, parents, help, and everyone who is in their contact book.

The creation of identity hugely increase the recall. Thus,

  • They can come back to the transaction history easily.
  • They no longer need to ask for payment details, again.
  • They can communicate with the identity via Chat, rather resorting to other channels like Phone/Whatsapp etc.
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The identity looks like this 👇

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A quick comparison with other payment methods will look like this 👇

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At all times, Chat's customers should be able to make a payment by verifying all users details, chat with the each other, and no element of chat should hamper their decision to send money.

Factors responsible for the success of this product

→ World class design (UX/UI)

→ Data sanity

→ Availability of the product

→ Teams responsible for shipping it - Devs, QA, Design and Product

Things we deeply care about

→ Customer information (Profile, Transactions etc.)

→ Data & Privacy

→ Response time, if something breaks

→ Consistency in the information layer

→ User experience

→ Performance - how fast the product is

Elements of Chat Product

  • Home Screen Chat listing (Swipe left from Paytm home page)
    • Blank Screen ( No Chat Initiated )
    • Chat listing with display pic and display name
    • Ability to pin/mute/delete a chat thread on the top of the list.
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  • P2P Chat
    • Send a P2P Text message
    • New Chat
    • User On-boarding screen
    • Show the transaction confirmation in a card like format
    • Show delivery receipt
    • Select and Copy a message or more than one message.
    • Forward a selected message to one or more users via Paytm Chat.
    • Ability to identify a text if its a URL and make it a hyperlink and show preview.
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  • Media Transfer
    • Ability to transfer Image ( Jpeg, Gif, BMP) from Device-based folders.
    • Ability to transfer video files
    • Ability to transfer document files (ie .doc,.xls, .pdf, .ppt )
    • Ability to transfer audio file ( ie mp3)
    • Ability to preview shared docs, image, and video within the chat window.
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  • Payment Integration
    • Ability to send money to Paytm by hitting Pay in the chat window
    • Support for all payment method (wallet, CC, DC, UPI, NB etc )
    • Ability to Request Money
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  • Profile
    • Ability to distinguish between the user types - P2P, Merchants, Store, Business and Verticals.
    • Rendering of profile page based on the user types
    • Ability to maintain security by showing masked/unmasked details based on the fact if the user exists in the phone book
    • Show a consolidated of all shared media between the two user
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Our Stakeholders

→ P2P customers - folks like you & me

→ Merchants

→ Paytm Businesses and Verticals