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[Case Study 04]

Reclaiming Trust & Engagement through Smarter Notifications

Fintech

Reclaiming Trust & Engagement through Smarter Notifications

Designing an opt-in system that keeps PayPay users informed, secure, and connected when it matters most.

[Project Overview]

Designed a seamless system to help new users easily opt in and encourage existing users to re-enable notifications. The goal was to make notifications genuinely useful — boosting trust and daily engagement.

[Problem Statement]

Many users skip or disable push notifications, causing them to miss payment confirmations, security alerts, and special offers.This gap reduces trust, limits engagement, & weakens the value PayPay can deliver in daily life.

[Industry]

Fintech

[My Role]

Product Designer

[Platforms]

Mobile Phone

[Timeline]

1 week

[Persona]
Hiroshi Tanaka

Software Engineer

I just want timely, relevant notifications that help him stay on top of payments and exclusive offers without feeling spammed.

Age: 24

Location: Tokyo

Tech Proficiency: High

Gender: Male

[Goal]

Stay instantly informed about payments and account security.

Receive only meaningful, personalized offers.

Never miss out on special offers, discounts, or promotions that help save money

[Frustrations]

Missing exclusive coupons or limited-time promotional offers.

Too many alerts that interrupt his day.

Missing important payment or security updates when notifications are turned off.

[Process]
[01] Understanding the Pain Points

Mapped out user journeys to identify exactly when and why push notifications were ignored or disabled.

Conducted user interviews to uncover trust gaps and frustrations caused by missing payment updates.

Analyzed drop-off points during onboarding to find moments where users declined notification permissions.

[01] Understanding the Pain Points

Mapped out user journeys to identify exactly when and why push notifications were ignored or disabled.

Conducted user interviews to uncover trust gaps and frustrations caused by missing payment updates.

Analyzed drop-off points during onboarding to find moments where users declined notification permissions.

[01] Understanding the Pain Points

Mapped out user journeys to identify exactly when and why push notifications were ignored or disabled.

Conducted user interviews to uncover trust gaps and frustrations caused by missing payment updates.

Analyzed drop-off points during onboarding to find moments where users declined notification permissions.

[02] Assumed Constraints

Push permission requests must comply with Japanese privacy laws and app store policy guidelines.

Notifications rely on OS-level permissions which users can change anytime independently.

Reminders must be subtle and culturally respectful so users don’t feel spammed or overwhelmed.

[02] Assumed Constraints

Push permission requests must comply with Japanese privacy laws and app store policy guidelines.

Notifications rely on OS-level permissions which users can change anytime independently.

Reminders must be subtle and culturally respectful so users don’t feel spammed or overwhelmed.

[02] Assumed Constraints

Push permission requests must comply with Japanese privacy laws and app store policy guidelines.

Notifications rely on OS-level permissions which users can change anytime independently.

Reminders must be subtle and culturally respectful so users don’t feel spammed or overwhelmed.

[03 Brainstorming Solution]

Generated multiple ideas for contextual permission prompts that clearly show immediate value to the user.

Explored gamified incentives and benefit banners to motivate re-enabling push without feeling intrusive

Prioritized solutions that balance user control, regulatory compliance, and a delightful PayPay app experience.

[03 Brainstorming Solution]

Generated multiple ideas for contextual permission prompts that clearly show immediate value to the user.

Explored gamified incentives and benefit banners to motivate re-enabling push without feeling intrusive

Prioritized solutions that balance user control, regulatory compliance, and a delightful PayPay app experience.

[03 Brainstorming Solution]

Generated multiple ideas for contextual permission prompts that clearly show immediate value to the user.

Explored gamified incentives and benefit banners to motivate re-enabling push without feeling intrusive

Prioritized solutions that balance user control, regulatory compliance, and a delightful PayPay app experience.

[04] Finalizing the Idea

Selected a sticky, animated banner for existing users to highlight missed offers and prompt action.

Designed an onboarding prompt for new users, triggered contextually after meaningful app interactions occur.

Focused ideas on showing clear, immediate benefits to increase trust and notification opt-ins effectively.

[04] Finalizing the Idea

Selected a sticky, animated banner for existing users to highlight missed offers and prompt action.

Designed an onboarding prompt for new users, triggered contextually after meaningful app interactions occur.

Focused ideas on showing clear, immediate benefits to increase trust and notification opt-ins effectively.

[04] Finalizing the Idea

Selected a sticky, animated banner for existing users to highlight missed offers and prompt action.

Designed an onboarding prompt for new users, triggered contextually after meaningful app interactions occur.

Focused ideas on showing clear, immediate benefits to increase trust and notification opt-ins effectively.

[Next Steps & How I’d Measure Success]
Push Opt-In Rate: % of new users enabling push during onboarding.
Offer Engagement: More coupon redemptions and repeat payments.
Re-Enable Rate: % of existing users re-activating push after seeing the banner.
[Key Learnings]
Clarity is Critical

Learned how clear problem framing helps tackle vague briefs and align design direction quickly.

Clarity is Critical

Learned how clear problem framing helps tackle vague briefs and align design direction quickly.

Clarity is Critical

Learned how clear problem framing helps tackle vague briefs and align design direction quickly.

User Insights Are Critical

Understood the value of direct user conversations to test real needs, motivations, and reactions

User Insights Are Critical

Understood the value of direct user conversations to test real needs, motivations, and reactions

User Insights Are Critical

Understood the value of direct user conversations to test real needs, motivations, and reactions

Proof Comes From Testing

This project reminded me that only real user testing can confirm if an idea delivers value.

Proof Comes From Testing

This project reminded me that only real user testing can confirm if an idea delivers value.

Proof Comes From Testing

This project reminded me that only real user testing can confirm if an idea delivers value.

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