Swayam DG

RAZORPAY

09/22 to 12/22 - UX Strategist & Lead

Rescuing Razorpay's Bottom Line

How a Systemic UX Redesign Cut Support Costs by 65%

Problem Identification

Research

Design

Design System

Role

Responsible for diagnosing usability problems, structuring an informed solution, and facilitating a cross-functional team to implementation.

Addressing user friction in a high-stakes fintech environment

The Context

The Razorpay dashboard serves as the primary interface for merchants to connect with payment gateways, settlements systems, and support infrastructure. Its usability directly impacts not only merchants but also the internal support teams and overall platform efficiency.

This project revolved around usability issues linked to the dashboard, with an objective to reduce operational overhead while fostering greater merchant trust and platform efficiency.

Challenges with the current interface

Overwhelming IA

Critical information was often buried or inconsistently organized, leading to frustration and increased cognitive load.
Unclear Communication

Merchants struggled to understand key features and complex financial data.
Lack of Separation of Concerns

Business-critical settings were often conflated with personal or brand settings, causing confusion and hindering efficient management.

Where's the friction?

Ticket data analysis

The friction manifested directly in our support channels, with an alarming average of 8,000 monthly tickets stemming from dashboard-related queries.

What the merchants are saying

The navigation bar is cluttered with options. It takes me a long time to scroll through to the settings option, and I need to access this 2-3 times on a good day.

- Subhash Patel

I'm stuck at the settings page and unable to figure out where to go in order to change my linked bank account.

- Diksha Rai

How merchants navigate the dashboard

Mental model mapping

Card sorting exercises allowed us to understand how merchants intuitively categorize financial and account-related information.

Solution strategy for clarity and efficiency

Restructure around key financial tasks, simplify complex actions, and form a clear visual hierarchy via measured updates.

Designing the experience

Primary Navigation Sidebar

Guiding merchants seamlessly

We revamped the left-hand primary navigation sidebar to enhance discoverability and reduce cognitive load. This involved re-evaluating information architecture, grouping related features more logically, and improving visual hierarchy to clearly delineate main sections (e.g., "Primary Actions," "Payment Products," "Banking Products").

Profile Card

Deliberate separation for clarity

Previously, personal and business-related settings were conflated in a single, dense card. The redesign introduces two distinct cards: "Business Profile" and "Your Profile." This deliberate separation improves information architecture by functionally segmenting merchant details.

Settings Cards

Regrouping that matches mental model

Settings were logically regrouped and relabeled based on user research surfacing common tasks, clarifying actions with precise language, and visually grouping functions with new, consistent iconography.

Bank Accounts & Settlements

Enhanced visibility and actionability

This experience was enhanced significantly, acting as a template for other dashboard list views. We implemented a clearer information architecture, a prominent active account indicator, improved table readability, a centralized primary action, clear sub-navigation (tabs) and collapsible sections.

Design System

Reinforcing the foundation

All new designs were contributed to the system as scalable, reusable components, leveraging Figma tokens to ensure absolute consistency and, efficient and accurate developer handoff.

Presenting
A restructured Razorpay Dashboard

Quantifying the success

Achieved a 65% reduction in dashboard-related support tickets and key tasks showed a 24% increase in completion rates.

Reflections & future opportunities

Even with a successful restructure, the Razorpay Dashboard is an extensive application and can still get exhaustive very quickly for new users.

That is exactly why our next project was to redesign the internal support tool for a more proactive support system, where customer care executives can anticipate issues and fast-forward resolutions such that the impact on merchants is minimized.

Up next

Empowering investors to make informed decisions

Take a Sneak Peek

Doubts squashed?
Let's do this already.

DESIGN BEYOND
THE SURFACE

With over a decade of experience, including 5 years leading high-performing teams, my passion lies at the intersection of art, data, code, and human-centered design.

With 10+ years in design and 5 in team leadership, I tackle challenges by looking beyond the interface to align user needs with organizational workflows.

My process is business-oriented, outcome-driven and AI-optimized aiming for measurable, scalable and machine-readable design.

10× design at 1/10th the cost

Systemic
Business-Oriented
AI-Optimized

User Research Usability Testing Competitive Bechmarking Information Architecture Design Systems Interaction Design Prototyping Usability Testing Figma Responsive Design HTML CSS JavaScript Prompt Engineering Automation Workflows User Research Usability Testing Competitive Bechmarking Information Architecture Design Systems Interaction Design Prototyping Usability Testing Figma Responsive Design HTML CSS JavaScript Prompt Engineering Automation Workflows

Featured Work

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Rescuing Razorpay's Bottom Line

How a Systemic UX Redesign Cut Support Costs by 65%