Empowering merchants with seamless, trustworthy support
[role]
DEsign Intern
[Other members]
SEnior designer
Web developers
[Industry]
Fintech
live project
PLAYSTORE/APPSTORE
The Ask
Merchants using the Kotak app faced difficulty finding help and tracking issue status during technical or transaction problems.
The goal was to create a simpler, transparent, and faster support experience that builds trust and reduces resolution time.
TARGET Audience
Small to mid-scale merchants using Kotak’s digital banking app for daily transactions.They often manage business on mobile, have limited time for troubleshooting, and expect quick, reliable support without complex navigation.
design challenges
goals
Design approach
Simplified Support Access - We made it easier for merchants to find help without digging through menus.
Added a dedicated “Support” on the bottom bar navigation.
Created quick shortcuts for the most common support actions.
Transparent Communication - Merchants always wants to know what’s happening with their requests.
Introduced real-time ticket tracking.
Added clear status labels like “Open,” “Rejected,” and “Closed”.
Contextual Self-Help – We wanted merchants to solve simple issues on their own, right where they encounter them.
Tips show up within the flow.
Built a searchable knowledge base.
Guided Error Handling – When something goes wrong, merchants aren’t left guessing.
Step-by-step instructions for errors.
Adding distinct info notes to failure states.
ITERATIONS
The Impact
All screens
next PROJECT
KOTAK ICONS
(UI/UX DESIGN)
[03]