What Pain Points do these companies solve?
Zomato/Swiggy
Amazon/Flipkart
Phone Pe/Paytm
Truecaller
General Approach :
Intro
User Personas
Pain Points
1. Zomato
A system that provides a discovery and food delivery service which connects users with restaurants.
User Segments :
Bachelor
Married
- Married lives with Family
- Married lives without Family
User Persona
1. A young software engineer from India, recently moved to a new City. He is eager to explore the city's food scene but is unsure of where to find good quality food at affordable prices. He is also worried about wasting his time and money trying out bad restaurants and getting sick from eating food that is not fresh or prepared in unsanitary conditions.
2. A group of friends want to meet together at a restaurant every weekend, but they are having difficulty finding a place that everyone in the group will enjoy. One friend does the research and finds a new place each week, but there is a good chance that not everyone in the group will like it. Despite this, the group of friends still goes out to eat together every weekend, even though they are not always happy with the place they choose. The group of friends is not aware that the restaurant they are going to offers discounts on various cards to regular users.
3. People who cannot cook or hire a cook often have to rely on nearby kitchens. They may visit these kitchens multiple times per day, spending hours travelling and waiting in line. Additionally, they may not be aware if the kitchen is closed or if food is not available.
Paint points :
Searching of restaurants
Availability of restaurants
Travel time
Trying to order food from another city
Payment Options
Quality and Price are unknowns
Visibility around waiting time
Giving feedback
Spending a lot of time to visit a place
Personal work gets hampered
Not knowing about discounts/coupons
Famous dishes in local places
Finding native food
Zomato solves most of the paint points by providing a valuable service :
Food discovery: Zomato makes it easy to discover restaurants and dishes that you might not have known about. You can search for restaurants by cuisine, location, or price range. You can also see ratings and reviews from other users to get an idea of what to expect.
Convenience: Zomato makes it easy to order food from your favourite restaurants. You can order food online or through the app. You can also track the progress of your order and see when it will arrive.
Affordability: It offers a variety of discounts and offers to help you save money on food. You can also get discounts on membership plans, which give you access to exclusive benefits such as free delivery and discounts on food.
Quality: It helps you find restaurants that are known for their quality food. You can get reviews from other users to get an idea of the quality of the food and service at a particular restaurant.
Customer service: It offers excellent customer service. If you have any problems with your order, you can contact Zomato's customer support team and they will do everything they can to help you.
Returns and refunds: Zomato offers a returns and refunds policy. If you are not happy with your order, you can return it for a refund.
User Flow: User needs/motivations → Unable to find nearby offline → Going Online → Checking/Searching for food → Order the food→ Wait for Delivery → Give Feedback.
At a brief level :
User needs → Finding nearby place → Satisfaction level decrease → Going Online → Using Zomato → Going through search / Recommendation based on location → Knowing more about restaurants(Quality/Price/Availability) → Order the Food → Choosing Payment Options (Cash/Discounted Card/Online Mode) → Knowing about waiting time → Receiving the food → (Return the Food/Ask for Refund - Repeat process again) → Eat the food → Giving feedback
2. Flipkart
An e-commerce platform that provides a convenient, affordable, and enjoyable shopping experience system for the user to do shopping online for any products.
User Segments :
0 Orders
0-1 Orders
1-5 Orders
5+ Orders
User Persona :
A 25-year-old man from Bangalore rented a new place and needed to buy a variety of products. He decided to do his shopping offline, which required him to travel around the city and visit different shops. After spending time evaluating the quality of the products and comparing prices, he made his purchases. However, he quickly realized that some of the products were not of good quality. When he tried to return the products to the shops, he was told that they did not accept returns on used items. This was frustrating for the man, as he had spent a lot of time and money shopping for the products, only to find out that they were not what he wanted.
A villager wanted to buy a television for his family, so he went to the only electronics shop in the village. The shop owner charged him more than the MRP for the television, but the villager was unaware of this. He thought he was getting a good deal, and he was happy to have a television to watch with his family. A few days later, the villager's brother told him that he had bought the same television online for a much lower price. The villager felt bad that he had been overcharged, but he decided not to ask for a refund. He was happy to have a television, and he didn't want to go through the hassle of returning it.
Pain Points :
1. Trust to shop owners
2. Searching for Shops
3. Quality of products
4. Price and Quality measure
5. Return and refund process
6. Making arrangements for taking products home
7. Availability of Products
8. Feedback Process
9. Buying products from a different state
10. Buying an item because it’s the only item present
11. Less variety of products
Flipkart uniquely solves these pain points by being user-centric :
Product discovery: Flipkart offers a wide range of products from groceries to electronics, fashion to beauty products, etc. Customers can browse through the products on the website or app, and use filters to narrow down their search.
Product information: Flipkart provides detailed information about each product, including price, rating, reviews, and images. Customers can also read other users' feedback to get a better understanding of the product.
Discounts and offers: Flipkart offers a variety of discounts and offers on its products, such as discounts with cards, coupons, and membership benefits. This helps customers save money on their purchases.
Convenience: Flipkart offers a variety of delivery options, including same-day delivery, cash on delivery, and free shipping. This makes it easy for customers to get their products quickly and easily.
Customer service: Flipkart offers excellent customer service, with 24/7 support available by phone, email, and chat. This allows customers to get help with any issues they may have.
User Journey :
Users needs/Motivation → Offline Availability/Satisfaction → Going Online → Searching/Checking Products →Order Product → Waiting Time →Receive the products → Provide a feedback
Brief Journey :
User installs the app/visit the website → Sign up /In → Discover the Products → Open the PDP → Make a decision based on Price and Quality (Rating & Reviews) → Order the Products → Wait For Delivery → Received the Products → Return or refund the Product → Provide the Feedback
3. Paytm
Paytm is a convenient, secure, and affordable way to make payments and access different services. If you are looking for a simple and easy way to pay then this is a great option.
Here, I am assuming that I am solving the problem of consumers having the internet. I will list down the problem for merchant users later.
User Segments: Behavioral
O Transactions
0-1 Transactions
1-5 Transactions
5+ Transactions
User Persona
People who use cash for everyday transactions often have to deal with the inconvenience of carrying change. This is especially true for transactions under 500 rupees, which are often odd or even amounts. In order to have the right change, people need to carry a purse or wallet, which can be bulky and inconvenient. Additionally, there are times when people forget to bring change with them, or they realize after they have made a purchase that they do not have the right change. This can lead to frustration and delays.
A person who uses a cashless payment service that is not widely accepted across the country may find themselves needing to use an ATM occasionally. For example, if they need to pay their cylinder, water, or electricity bills, they may not be able to do so using their preferred cashless payment service. In this case, they would need to go to an offline office to pay their bill, which can be time-consuming and inconvenient. Additionally, if they go to the offline office to pay their bill and the office is about to close, they may be told that they need to come back the next day. This can be frustrating, especially if they are already in line and have been waiting for a long time.
These are the pain Points :
Convenience
Waiting Time
Keeping the changes - money
Visiting the office - to pay the bill
Forget to keep the money
Spending of money
Cashless payment is not widely accepted
Can’t make payment to other services
Transfer money
Bank Visit
Rude behaviour of staff at banks
24/7 unavailability of bank
Small loan Requirements
Paytm solves most of the pain points by providing a valuable service.
Cashless payment: It is a cashless payment solution that allows you to make payments without cash. This can be done by scanning a QR code, entering a mobile number, or paying with your Paytm wallet.
Widely accepted: It is widely accepted at millions of merchants across India. This means that you can use it to make payments at restaurants, grocery stores, online stores, and more.
Convenience: It is convenient because you can make payments with your phone, wherever you are. This means that you do not have to carry cash or cards with you.
Security: Paytm uses the latest security features to protect your payments. This includes two-factor authentication, encryption, and fraud detection.
Easy transfer money process: Paytm makes it easy to transfer money to friends, family, and businesses. You can do this by entering their mobile number or email address.
24/7 availability: Paytm is available 24/7, which means that you can make payments anytime, day or night.
User Flow :
User Needs/Motivations → Cashless payment Options → Use applications → Scan QR/User different Payment Options → Payment Process Time → Payment Done
Brief :
User’s habit of Cashless Payment → Buy Products at Grocery → Open the App → Ask for Merchant QR → Scan the merchant QR Code/Ask for Number → Payment In Process → Payment Done → Check the History (If payment gets stuck)
4. Truecaller
Truecaller provides a system to identify callers, check caller profiles along with blocking the call and sms popping up feature. Useful service for identifying unknown numbers.
User Segments :
Individuals
Working Professional
Companies
User Persona :
A working professional receives a lot of calls every day, some of which are from unknown callers. He has to pick up all calls, but sometimes they are spam or irrelevant. He politely asks the caller's name, but he gets frustrated when they are irrelevant or spam. He also forgets the caller's name sometimes and has to call back to ask again. If the other person is busy, he can only tell by calling and listening to the busy tone. By the end of the day, he receives calls from people who are now free, but he is unaware of this and has to call them back outside of work hours.
A person who receives a lot of messages at work finds the process of manually checking for completed processes and blocking irrelevant messages to be tiring and time-consuming. As works every day, he needs to do the same process again outside of the work assigned.
There are the paint points :
Time Consuming
Manual Process - Opening the message
Not able to identify the spam calls
Not able to identify the spam message
Blocking the irrelevant calls and message
Forgot the caller's name after x days
Unaware of caller status
Truecaller solves most of the paint points by providing a valuable service.
Blocking the Spam Calls: It uses a system to identify and block spam calls. When a user receives a spam call, they can report it to Truecaller. It then adds the number to its spam, which prevents other users from receiving calls from that number.
Blocking the Spam message: It uses a similar approach to block spam messages. When a user receives a spam message, they can report it to Truecaller. It then adds the number to its spam, which prevents other users from receiving messages from that number.
Caller status - busy, free: It shows users the status of the caller, so they can know if they are free to talk or not. This information is based on the caller's phone settings. If the caller's phone is set to "do not disturb," Truecaller will show the user that the caller is busy. If the caller's phone is not set to "do not disturb," Truecaller will show the user that the caller is free.
Identify the caller before receiving the calls: Truecaller shows users the name and number of the caller, even if the number is not in their contact list. This allows other users to see the name and number of the caller, even if they do not have the number in their contact list.
Message Poping UP: It shows users a notification when they receive a new message, so they can be aware of it even if they are not using the app. This notification includes the name and number of the sender, as well as a brief preview of the message. This allows users to quickly see who has sent them a message and what the message says, even if they are not currently using the app.
Convenience: It makes it easy for users to manage their calls and messages.
Brief Overview :
User Needs/Motivations → Using App → Blocking the calls/Message → Not receiving the calls/message from spam → Identifying the caller name and status → Message Popping up whenever receiving