paytm ux case study

Paytm Case Study: The Journey of India's Leading FinTech Company

Devashish Shrivastava

Paytm is India's one of the biggest fintech startups founded in August 2010 by Vijay Shekhar Sharma. The startup offers versatile instalments, e-wallet, and business stages. Even though it began as an energizing stage in 2010, Paytm has changed its plan of action to become a commercial centre and a virtual bank model. It is likewise one of the pioneers of the cashback plan of action.

Paytm has changed itself into an Indian mammoth managing versatile instalments, banking administrations, commercial centre, Paytm gold, energize and charge installments, Paytm wallet and many other provisions which serve around 100 million enlisted clients.

The areas served by Paytm are India, Canada, and Japan, it is also accessible in 11 Indian dialects . It offers online use-cases as versatile energizes, service charge installments, travel, motion pictures, and occasions appointments. In-store instalments at markets, leafy foods shops, cafés, stopping, tolls, drug stores and instructive establishments can be accessed through the Paytm QR code.

One 97 Communications, the parent company of Paytm, is all set to raise its capital target of over ₹16,600 crores ($2.2 billion) through an IPO that it had filed earlier in July 2021. Paytm is seeking to raise $25 billion to $30 billion valuation post this IPO.

According to the organization, more than 7 million traders crosswise over India utilize its QR code to acknowledge instalments straightforwardly into their bank account. The organization uses commercials and pays a special substance to produce income. Let's look at this detailed case study on Paytm to know more about its growth and future plans.

Paytm - Latest News Origin of Paytm Business Model of Paytm Business Growth of Paytm Expected Future Growth of Paytm Why was Paytm Removed from Google Play Store?

Paytm - Latest News

1st November 2021 - The much-awaited Paytm IPO was launched with a price band of ₹ ₹2,080-2,150 per share.

13th October 2021 - Paytm users can now store Aadhaar, driving license, vehicle RC, insurance via Digilocker. Digilocker Mini App on Paytm offers access to these documents to users even when they're offline or in a low connectivity zone.

8th October 2021 - Paytm is looking forward to bringing in sovereign wealth funds as anchor investors in the company's pre-IPO placement.

5th October 2021 - Switzerland-based insurance giant, Swiss RE might join Paytm's insurance business' board.

3rd October 2021 - Paytm has acquired 100% stakes in CreditMate, a Mumbai-based digital lending startup.

Origin of Paytm

The saga and the emergence of Paytm are discussed in this section of the case study of Paytm. It was established in August 2010 with underlying speculation of $2 million by its originator Vijay Shekhar Sharma in Noida, an area nearby India's capital New Delhi .

It began as a prepaid portable and DTH energize stage, and later included information card, postpaid versatile and landline charge installments in 2013. By January 2014, the organization propelled the Paytm pocketbook, and the Indian Railways and Uber included it as an installment option.

It propelled into web-based business with online arrangements and transport ticketing.

In 2015, it disclosed more use-cases like instruction expenses, metro energizes power, gas, and water charge installments. Paytm likewise began driving the installment passage for the Indian Railways.

In 2016, Paytm propelled motion pictures, occasions, and entertainment meccas ticketing just as flight ticket appointments and Paytm QR. Later that year, it propelled rail bookings and gift vouchers . Paytm's enrolled client base developed from 11.8 million in August 2014 to 104 million in August 2015. Its movement business crossed $500 million in annualized GMV run rate, booking two million tickets for each month.

In 2017, Paytm became India's first installment application to traverse 100 million application downloads. That year, it propelled Paytm Gold, an item that enables clients to purchase as meagre as ₹1 of unadulterated gold on the web . It additionally propelled the Paytm Payments Bank and 'Inbox', and informing stage with in-talk installments among other products.

By 2018, it began enabling dealers to acknowledge Paytm UPI and card installments straightforwardly into their financial balances at 0% charge. It likewise propelled the 'Paytm for Business' application, enabling traders to follow their installments and everyday settlements instantly. This drove Paytm's shopper base to more than 7 million by March 2018.

The organization propelled two new riches—Paytm Gold Savings Plan and Gold Gifting—to rearrange long haul savings. It propelled into diversion and speculations, and stripe alongside AGTech to dispatch the stage of a transportable game Gamepind, and putting in Paytm cash with a venture of ₹9 large integers to bring venture and riches as board items for Indians. In May 2019, Paytm joined forces with Citibank to dispatch credit cards .

Business Model of Paytm

Paytm or "Payment Through Mobile" is India's biggest installment, trade, and e-wallet undertaking. It began in 2010 and is a brand of the parent organization One97 Communications, established by Vijay Shekhar Sharma. It was propelled as an online portable energize site and proceeded to change its plan of action to a virtual and commercial centre bank model.

The organization stands today as one of India's biggest online portable administrations that incorporates banking administrations, commercial centres, versatile installments, charge installments, and energize. It has so far given administrations to more than 100 million clients.

Paytm's enhancement has built a solid reputation and has turned out to be praiseworthy for some in the online installment industry. One of its increasingly vital accomplishments is in its joint effort with the Chinese web-based business Goliath, Alibaba for immense measures of subsidizing.

Aside from being a pioneer of the cashback plan of action, the organization has been commended for its introduction as a new business able to build huge partnerships in a limited time period.

Clients of Paytm Business

Paytm's core focus is on serving its Indian client base, especially the cell phone clients. Numerous Indian clients saw the computerized world as an opportunity to open a financial balance. Accessing simple online installments missed the mark, and clients wound up with only poor experience. Paytm presented itself as a superior option to deal with such situations.

Paytm Offers

A portion of Paytm's increasingly conspicuous suggestions was reviving the business which was the organization's underlying administration recommendation.

At that point, it proceeded to differentiate and progressed to creating more current administrations from any semblance of Paytm Wallet, E-business vertical to Digital Gold.

These improvements were appreciated in the form of the Chinese mammoth Alibaba's favours. Immense totals of cash were pumped into Paytm by Alibaba, expanding Paytm's speculation potential. Paytm used cricket and TV promotion to capture more clients.

Relationship with Clients

Paytm has a 24*7 client care focus to interface with its clients. Simultaneously, the vast majority of Paytm administrations are self-served in nature and are open through their foundation straightforward.

Paytm's Channel for Business

Paytm utilizes numerous channels to draw in clients. Aside from its very own site which drives clicks, Paytm has shaped associations with numerous customers and seller destinations that support its endeavour. Demonetization in India enabled the organization to succeed altogether and arrive at new clients too. Disconnected advertising is likewise a piece of their client procurement process.

Distinct Advantages

The RBI (Reserve Bank of India) permit fills in as Paytm's fundamental asset. It should be explicit to Paytm. Different assets like the plan/programming society make it simpler for lower-pay Indians to use Paytm.

Paytm, being an innovation stage, dangers perils, for example, security and misrepresentation which is the reason it needs to take viable measures in ensuring its buyer's cash by improving its security. It is likewise rolling out new improvements inside its foundation to draw in new clients and access their computerized wallets.

Partners of Paytm

Paytm accomplices with the banks that give it installment excursions into the financial framework just as escrow administrations. It works together with a heap of associations that accumulate bills and installments from its customers for its administration.

Structure of Costing

Paytm serves numerous clients which is the motivation behind why it is so cost-driven. The vast majority of its costs are identified with its foundation and client obtaining. It's a typical cost-shared by numerous organizations over the reality where client securing cost is significant.

The cash utilized in this procedure is higher than the income it makes in its underlying buys. Most of its financial limit is to put resources into sloping up of its security and stay away from the danger of misrepresentation, particularly when it needs to deal with more than 65 million clients in its foundation. It incorporates a framework that empowers clients to avoid any tax evasion hazard .

Revenue Model of Paytm

The Paytm revenue models come in two structures. Paytm makes commissions from the client exchanges through their utilization of its foundation. Escrow Accounts are the accounts from where it creates their income. Inferable from the non-appearance of its hidden capital, it offers clients no intrigue. Starting in 2018 Paytm has aggregated 3314.8 crore INR in income.

Paytm Wallet

Paytm wallet is one of Paytm's best benefits that structures a connection between the bank and the retailers. This semi-shut wallet empowers you to take care of your tabs, pay for your tickets, or pay anyone concerned.

Paytm wallet separated from its profit, as approved by the RBI, has the advantage of accepting enthusiasm for a purchaser store, much the same as some other Payment Gateways .

When you store a specific measure of cash in your Paytm wallet, it will at that point set aside that cash in another bank from which it will win enthusiasm eventually.

It is the Paytm wallet's fundamental capacity. For instance, suppose you make an installment of Rs. 1000  to a merchant and the vendor makes 10 exchanges to increase Rs. 10,000. If the installment of that sum is made through the Paytm wallet, the Paytm wallet will take a portion of about 1% of the aggregate sum. So the merchant will get around Rs. 9715.

Mobile Recharge Business

Since its origin in 2010, Paytm's underlying intention was to give online portable energizing administrations. Its capacity to create income was constantly shortsighted. Paytm's administration guidelines are as praiseworthy and proficient as those of other telecom specialist co-ops running from Vodafone to Telecom.

The administrations are without shortcomings and give solace to their clients. As of now, Paytm increases a commission of 2-3% per energize. It is because Paytm, attributable to its support to its client to keep reviving through its foundation, has more grounded power in dealing than different merchants. That is the reason the commission it obtains is so high. This commission from its revive administration fills in as its income.

These administrations have supported the organization essentially in extending its base and thus, developing exponentially. When the client is fulfilled by the administration or item, he makes an arrival to a similar undertaking in this manner. This way Paytm does client maintenance and produces more traffic . Paytm has used this methodology to further its potential benefit and keeps on reaping positive results.

Paytm Digital Gold Paytm Digital Gold

Inferable from its organization with MMTC-PAMP, the outstanding gold purifier, Paytm has propelled "Computerized Gold". This model enables clients to sell, purchase, or store gold in an advanced stage. Presently, clients need to pay at a rate just to get their gold conveyed to their families.

Paytm is very much aware of how much gold is put as a resource in India and is completely arranged to develop from this chance. The organization has made eminent arrangements to urge its clients to get their own Gold Bank Accounts individually. This record separated from empowering clients to purchase their gold will likewise furnish clients with simple access to other Paytm administrations.

In February 2017, Paytm propelled its Paytm Mall application which enables purchasers to shop from 1.4 lakh enrolled sellers. Paytm Mall is a B2C model enlivened by the model of China's biggest B2C retail stage, TMall. For 1.4 lakh merchants enlisted, items need to go through Paytm-guaranteed stockrooms and channels to guarantee buyer trust.

Paytm Mall has set up 17 satisfaction focuses crosswise over India and joined forces with 40+ messengers. Paytm Mall raised $200 million from Alibaba Cluster and SAIF Partners in March 2018. In May 2018, it posted losses of roughly Rs 1,800 crore with an income of Rs 774 crore for money related to the year 2018. Moreover, the piece of the pie in Paytm Mall dropped to 3% in 2018 from 5.6% in 2017.

Business Growth of Paytm

Advanced installments organization Paytm has professed to arrive at gross exchange esteem (GTV) of over $50 billion, while checking 5.5 billion exchanges in FY19. The Delhi NCR-based organization credited this development to the rising appropriation of Paytm over numerous utilization cases, for example, retail installments, expenses, utility installments, travel booking , excitement, games among others. It has as of late propelled membership-based prizes program (Paytm First) to aid development alongside expanding the client maintenance.

Discussing the feasible arrangements, senior VP of Paytm, Deepak Abbot stated, "We are centred around creating tech-driven arrangements, incorporated client lifecycle the board, upgrading the client experience and growing to Tier 4-5 urban communities. We are certain to accomplish 12 Bn exchanges before the part of the bargain year." Before a month ago, the Ministry Of Electronics and Information Technology (MeitY) had solicited Paytm to help its objective of encouraging 40 Bn advanced exchanges in FY20.

The organization shared designs to incorporate man-made brainpower in its model and achieve 2x development this year. Paytm professed to possess half piece of the installment entryway industry in India, with 400 Mn month to month exchanges on the stage.

Established by Vijay Shekhar Sharma in 2010, Paytm furnishes various new companies and huge organizations with arrangements running from a shareable PaytmQR code to profound coordination.

It empowers clients to process computerized installments through any favoured installment mode including credit and check cards, net banking, Paytm wallet, and UPI (bound together installment interface). Paytm had likewise propelled its very own installments bank in 2017.

Paytm Payments Bank is versatile first keep money with zero charges on every online exchange, (for example, IMPS, NEFT, RTGS) and no base equalization prerequisite. For investment accounts, the bank right now offers a loan cost of 4% per annum.

Expected Future Growth of Paytm

Computerized installments organization Paytm said it is looking to dramatically increase its exchange volume to 12 billion by part of the arrangement, from 5.5 billion out of 2018-19.

Paytm checked 2.5 billion exchanges in 2017-18. Paytm said it accomplished gross exchange esteem (GTV) of $50 billion out of 2018-19, as contrasted and $25 billion every year prior. GTV is the estimation of all-out exchanges done on the stage.

"This expansion is a consequence of the fast development in the reception of Paytm's computerized installments arrangements crosswise over on the web and disconnected for different use cases including retail installments, charges, utility installments, travel booking, amusement, games and that's only the tip of the iceberg,"

The organization said in an announcement. Its membership-based program Paytm First was propelled in March has pulled into equal parts a million supporters, the organization added.

Paytm has 350 million enrolled clients starting on 5 June, an organization authority said. Paytm offers a variety of installment alternatives that incorporate installment through portable wallets, just like ongoing installment framework Unified Payments Interface (UPI) and web banking.

The organization has been centred around structure instruments for dealers to streamline their everyday business needs. This has brought about enormous dealers obtaining who are very much furnished with innovation to acknowledge all installment modes (cards, wallet, and UPI). Paytm now intends to concentrate on embracing computerized reasoning and improving the UI .

Why was Paytm Removed from Google Play Store?

Paytm India app was removed from Google Play Store because it violated Google guidelines. While other apps like Paytm for Business, Paytm mall , Paytm Money, and a few more were still available. But after a few hours of being taken down, the Paytm app was back on Google Play Store.

#Paytm out of Google Play Store. Google: We don’t allow online casinos/support any unregulated gambling apps that facilitate sports betting. It includes if app leads consumers to an external website that allows them to participate in paid tournaments to win real money/cash prizes pic.twitter.com/poeZzXw5nA — CNBC-TV18 (@CNBCTV18Live) September 18, 2020

“We have these policies to protect users from potential harm. When an app violates these policies, we notify the developer of the violation and remove the app from Google Play until the developer brings the app into compliance. And in the case where there are repeated policy violations, we may take more serious action which may include terminating Google Play Developer accounts. Our policies are applied and enforced on all developers consistently,” Google Added.

Is Paytm a fintech company?

Yes, Paytm is India's leading and one of the most valued fintech startups founded by Vijay Shekar Sharma in 2010.

What are the areas served by Paytm?

Paytm is a leading fintech startup that not only operates in India but it also serves Canada and Japan.

When was Paytm established?

Paytm was founded in 2010 by Vijay Shekar Sharma.

What is Paytm and how does it work?

Paytm is a leading financial service and bill payments app that offers financial solutions to its customers, offline merchants and online platforms. All you need to do is open the Paytm app on your phone, click on 'Pay', and select 'QR code'. Scan the QR code of the receiver and enter the amount to be paid. The money will be transferred in a few seconds.

How much does Vijay Shekhar Sharma own in Paytm?

Vijay Shekhar Sharma currently owns 14.61% of the company.

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Case study: The Journey of Paytm

With this piece, we’ll try to understand the case study of Paytm, which will explain how the brand went from being a mere recharge app back in 2010, to hosting everything as of today. This case study also explains the current difficulties of Paytm given the increasing competition and the loss of interest of the investors.

Started by Vijay Shekhar Sharma, as a Recharge platform in 2010, Paytm (One 97 Communications Ltd) became the most successful mobile payment and money transfer app used in India a few years back. For a country which had 95% of monetary transactions made in cash prior to demonetization , it was difficult for Paytm to make customers believe in digital money. But, Paytm did the drill, they tapped the un-served/under-served lots of India and enabled them to do cashless transactions. And, by the means of cashbacks and offers, Paytm raced ahead of its then rivals – Freecharge, PayU, Mobikwik, etc.

However, the picture seems to be changing today. After the entry of players like Google Pay & PhonePe, the brand is starting to fall behind in the race . And given the poised release of WhatsApp Pay somewhere this month (June, 2020), things are only going to be tougher for the company. Let us understand the journey of Paytm to essentially understand their position today.

Business Aspects and Expansion:

Paytm has always focused on the customer-centric approach. This is evident from that fact that, even before Paytm started with wallet services, the company built a 24×7 customer care service. It understood that digital payments were still new in India and so, it had to ensure their customers get all the right support. This enabled people to get their queries solved and trust their money with Paytm. It has spent nearly Rs.14,500 crore to convince Indians to substitute cash with digital payments . One can clearly understand how Paytm must have pivotal role in our Hon. Prime Ministers’ Digital India dream.

In 2014, the company did one of their major launches – that is the Paytm Wallet. This enabled the users to directly pay without entering an OTP again and again. Which was again new for the customers, given they thought using OTP kept their money safe. Now, one might think this to be the wrong move. However, this was one of the features that gave Paytm the best results. When a user kept its money in the Paytm wallet, they were not charged. However, Paytm kept the money with Escrow accounts which fetched Paytm interests.

Demonetization – An opportunity for Paytm:

Anyway. Let’s continue, and understand when the future actually started to look fortunate for Paytm. We’d all remember Demonetization, don’t we? Ah, those long ATM hours, lots of money with not value. Those were the days.

While demonetization spelled doom for most of us, it was actually a fortune for Paytm, and we don’t need to tell you why. Or do we? Okay. So, our Hon. Prime Minister had a vision to turn the economy digital. Digital could help the Government track the money and essentially reduce the influx of black money in the economy.

Now, Paytm was the biggest digital payments app back then. And so, when the demonetization happened, it went through the roofs! It extended services to retail stores, Kiranas, Vegetable shops, Saloons, even Pan shops! It was everywhere! Paytm grabbed the biggest piece of all the online payments happening during that period.

Given the progress Paytm was making and the amount of Government support they were enjoying, it got into aggressive marketing which showcased the involvement of retail shop owners.

Anyway, that was a time to be remembered both for us and Paytm, alike.

The pain-points:

All the good stuff probably ended in the paragraph above, let us now try to understand the challenges the brand has faced in the recent past.

Paytm vs PayPal:

While Paytm was busy counting its profits after Demonetization, a US-based payments company PayPal filed a case against Paytm for using a logo similar to its own. They look pretty similar, PayPal was probably right. 

PayPal accused Paytm of using the similar logo which it had been using since 2007. This would create confusion in Indian customers about the platform. The case is still in court and if Paypal wins, Paytm would have to pay heavy charges for trademark infringement.

UPI (Unified Payments Interface):

With the launch of Unified Payments Interface, two major giants – Google Pay and PhonePe entered the market and people preferred UPI transactions over Paytm wallet transactions. To keep up the race, Paytm also launched BHIM UPI transaction mode but recorded lower transactions than its rivals.

Do you know why?

FMA. The first mover advantage. Paytm probably thought that their wallets will sustain them against these players, which was nice, in theory. We all would remember, right? Google Pay actually went rogue with the middle class of the country, do you remember your friends telling you to send some cash just to gain some extra bucks in the transaction?

Little did you understand that you were actually getting used to using Google Pay, smart. Use less money in marketing and instead give that away to the customers!

Current picture:

Paytm has been losing ground to its competitors with bigger pockets. To add salt to the injury, the Jio-Facebook deal is posing enormous threat to the company. Jio has already started on-boarding local shops on their platform. Who will then essentially host motivate these owners to use Facebook’s WhatsApp Pay, poised to launch in June, 2020.

Given that WhatsApp has around 400 million users in India, integrating payment here would make it convenient for the users to just send money. And, essentially, inconvenient for Paytm. This has raised concerns amongst investors about Paytm’s total valuation and business model. With the losses mounting up, it would be difficult for Paytm to keep its head above the water and continue the trust of its investors.

Classic example of why you must choose your niche. If you have ever used Paytm, you will realize that the company actually tried to expand into a lot of spaces. It tried to have movie bookings, travel, bill payments, shopping deals, banking and finance (Paytm banks) and what not! Maintaining so much requires equal amount of capital, and having concerned investors on board will not make that happen for you.

Anyway, that’s it for this piece. This brilliant piece was penned down by Geeta Belani , go drop her a thank. Share this piece with your best friend, and share your thoughts as to what Paytm can do to improve their stance as of right now?

Have a good one!

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How to Write a UX Case Study in 10 Steps

When you're starting out as a UX designer, you know that you need case studies for your portfolio. However, there's not a lot of concrete information out there on exactly what should be in a case study. People have different expectations for UX case studies, so in this article, we'll guide you through 10 steps to build a solid UX/UI case study.

If you really want to showcase your work effectively, approach your case study with the same diligence you would apply to a design project. Don’t just throw something together quickly because you need to fill your portfolio. You’ll miss a valuable opportunity to stand out. Think of creating a case study as a project in itself:

• Begin with research and inspiration : Look at other successful projects and case studies.
• Choose the content to highlight : Focus on the most impactful aspects of your work.
• Sketch layouts or structures : Plan how you’ll present your information visually.
• Develop a wireframe : Create a rough layout for your case study.
• Refine the design and visual presentation : Ensure your case study is visually appealing and consistent.
• Plan your release : Think about when and where you’ll publish your case study; consider a small social media campaign.
• Extend your reach : Write additional blog posts, articles, or use other project elements to generate interest.

🧠 Uxcel top tip: A compelling title is crucial for drawing readers in. Avoid generic titles like "Landing Page Case Study." Instead, be creative and engaging. For example, "From Clicks to Conversions: Enhancing Our Landing Page UX" is more likely to capture attention.

What is a Case Study?

A case study in UI/UX is a comprehensive narrative of a design project. It details the designer's approach to solving a user interface or user experience problem, including the project’s background, the problem addressed, the designer's role, and the steps taken. This format can significantly boost your chances of getting hired.

Purpose of a Case Study

The purpose of a case study is to:

• Communicate design thinking : Recruiters seek candidates who can explain their designs clearly and appealingly.
• Showcase skills and process : Highlight your abilities, thought processes, choices, and actions in context through engaging, image-supported stories.
• Engage recruiters quickly : Enhance your portfolio with 2–3 case studies featuring your best writing and captivating visuals to capture recruiters’ interest within 5 minutes.

10 Steps to Create a UX/UI Case Study

Step 1. introduction.

Your introduction sets the stage for your case study, providing readers with a clear understanding of the project's background and your involvement. Here’s how to craft a compelling introduction:

Explain the project

• Overview : Start with a brief description of the project. What is it about? Is it a mobile app, a website redesign, or a new feature?
• Your role: Clearly define your role in the project. Were you the lead designer, a team member, or focused on a specific area like user research or visual design? If you collaborated with teammates, be sure to acknowledge their contributions.
• The scenario : Provide some context for the project. Why was it initiated? What were the business goals or user needs that drove the project?

Set the context

• Project background : Give a brief background of the project. Mention any relevant details such as the industry, target audience, and the problem that needed solving.
• What you’ll cover : Outline what your case study will discuss. This gives readers a roadmap of what to expect.

Step 2. Define the objectives

Defining the objectives of your project is crucial for setting the direction and scope of your work. This step involves clearly outlining what you aim to achieve and how you plan to get there.

• Clearly state objectives : Articulate the specific goals you aimed to achieve with the project. This helps readers understand your focus and the criteria for success. For example, the main objective could be to improve user satisfaction scores related to the checkout process and decrease the overall time taken to complete a purchase by 30%.
• Define success metrics : Mention the key performance indicators (KPIs) or metrics you will use to measure the success of your project. This adds a quantitative aspect to your objectives. In the realm of the checkout scenario, the metrics could be checkout completion rate, user satisfaction scores from post-purchase surveys, and the average time to complete a transaction.

Step 3. Research goals and methods

Research is a critical component of any UX/UI project. It provides the foundation for understanding user needs, identifying pain points, and informing design decisions. This step involves setting clear research goals, using appropriate methods, and sharing valuable insights.

• Understand user needs : Define what you aim to learn about your users, including their behaviors, preferences, motivations, and pain points.
• Identify pain points : Specify the problems you need to uncover, focusing on areas where users struggle or express frustration.
• Gather feedback : Describe how you will collect feedback from users about existing or proposed designs.
• Explain research methods : Use methods such as one-on-one interviews, surveys, competitive analysis, and analytics review. Explain how these methods will help you achieve your goals.
• Detail your findings : Summarize the most important insights gained from your research, which should directly inform your design decisions.

🧠 Uxcel top tip: Share snippets of interviews or research deliverables to add visual interest to your process. However, don’t overdo it—no one wants to read four pages of interview transcripts.

Step 4. Define the problem

Defining the problem is crucial, as some designs may look great but solve non-existent issues or overlook more important ones.

• Clearly state the issue : Ensure readers understand the specific problem by describing it in precise terms. A well-defined problem should be specific and measurable, such as "users struggle to find their account settings" instead of a vague statement like "the app is confusing."
• Provide context : Offer detailed information about the problem uncovered during research. Specify the conditions under which the problem occurs, the affected user segments, and any relevant data.

Step 5. Define the audience

Defining your audience is essential for creating a product that meets user needs effectively.

• Identify target users : Clearly understand who will use or is already using the app or product. Determine the demographics, behaviors, and needs of your primary users.
• Create personas : Develop detailed personas to represent your target audience. These should include information such as age, occupation, goals, challenges, and preferences to help guide your design decisions.

Explore how to create personas in the Personas in UX Research lesson, which is part of the UX Research course.

Step 6. Brainstorming

Brainstorming is a crucial step where creativity and collaboration come into play. It’s about generating a wide range of ideas and narrowing them down to the most viable solutions.

• Use ideation techniques : Describe the ideation techniques you and/or your team used if any, such as brainwriting, SCAMPER, Crazy 8s, mind mapping, affinity diagrams, and sketching. Explain how these techniques helped in exploring different aspects of the problem and generating innovative solutions.
• Generate and share ideas : Present the initial ideas that emerged during brainstorming sessions. This can include rough sketches, mind maps, or notes from whiteboard sessions. Highlight the diversity of ideas and the collaborative effort.

Explore efficient ideation techniques in the Ideation Techniques & Challenges lesson, which is part of the Design Thinking course.

Step 7. Share your process

Sharing your process is vital for demonstrating how you approached the project and the reasoning behind your decisions. Include user flows, information architecture, and initial wireframes to show the evolution of your design. Along the way, briefly explain why you made certain design choices and how they address the problem or enhance the user experience.

🧠 Uxcel top tip : Don't expect people to read everything. Find the balance between showing your design work and articulating your decisions. If you need to describe some of the decisions you made or explain the process in more detail, try writing on Medium or your personal/company blog and then link it to your case study.

Step 8. Provide your solution

This step is where you showcase the final solution to the problem you’ve been addressing. It's your opportunity to present your design work and explain how it effectively resolves the identified issues.

• Present designs or interactive prototypes : Demonstrate how users interact with your design. You can even record videos to show key interactions and transitions.
• Color palette : Share your thoughts on how the selected color palette supports the overall design and brand identity. Provide color swatches and examples of how colors are applied in the interface.
• Typography : Describe the typography used in your design and its impact on readability and aesthetics. Include examples of headers, body text, and other typographic elements.

Include any additional design assets or elements that contribute to the final solution, such as icons, imagery, and illustrations.

Step 9. Testing and iteration

If you conducted testing and iterations after the launch, this is the step to discuss it. Sharing these insights shows how you refined your designs to create a better user experience.

• Share testing insights : briefly mention the reasons for testing, the methods used, and the findings.
• Detail improvements : Describe the specific changes made based on the testing feedback. Highlight how these iterations improved the user experience and addressed any identified issues.

Step 10. Conclusion and final thoughts

This final step should be concise but informative. Reflect on the process and share your final thoughts and any lessons learned throughout the project. If possible, include specific metrics or feedback to demonstrate the impact of your work.

Explore our design brief to test your skills by creating a UX/UI case study for a landing page that embraces diversity and inclusivity principles.

Tips for a Successful Case Study

• Permission : Get your employer’s or client’s permission before selecting a project for a case study, especially if you've signed a non-disclosure agreement (NDA).
• Consistency : Use cohesive color palettes from tools like Coolors or Adobe Color to ensure a clean and consistent presentation.
• Brand personality : If relevant, discuss the brand personality and design principles in your case study.

🧠 Uxcel top tip: Set an eye-catching cover image. If you don't have many followers yet, attracting attention can be challenging. We recommend giving special attention to the cover image of your case study—something that stands out and grabs people's attention as they scroll through their feed. Ask yourself: "What will make my project noticeable at first glance?"

Writing a UX case study is crucial for your career, especially when you're just starting out. A well-crafted case study not only showcases your skills but also demonstrates your ability to think critically and solve problems effectively. By including every necessary step—from initial research to final design—you can present a comprehensive and compelling narrative that highlights both your qualitative and quantitative research. This thorough approach will captivate your audience, impress potential employers, and significantly increase your chances of landing your dream job.

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Case Study: Travel Tracker Service Website

Let's check one of our recent projects with the vibes of traveling and tourism. In it, we designed the website strengthening digital marketing and online presence for Flamingo, the overseas and stateside travel tracker application. Limited color palette, elegant typography, friendly and emotional photo content, and catchy graphics make the web design both informative and user-friendly.

If you want to collaborate, contact us via [email protected]

Also, welcome to check:

•  the massive and growing collection of tubik design case studies

•  the diverse collection of practical design articles in tubik blog

•  the overview of the anatomy of a web page

•  the essential features of business website design

•  the tips on how to apply web animation

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