How a UX redesign increased redemptions by over 58 percent

A UX designer narrates their journey of transforming a money withdrawal feature's success rate from 60% to 95% by delving into product and UX analytics, which revealed that the issue was not poor design but an operational glitch with the OTP verification system. By tracking weekly funnel performance and collaborating with engineering, compliance, and IT teams, the designer identified the root cause—missing OTPs due to a vendor issue—and advocated for a solution that replaced OTPs with a more reliable PIN system coupled with secret questions for security. This change not only improved user experience by reducing drop-offs and enhancing trust but also demonstrated the necessity of integrating analytics into UX design to measure impact, align stakeholder interests, and ensure that design decisions are data-driven and impactful. The project underscored the importance of balancing user needs with business goals and highlighted the value of data-backed design in proving the effectiveness of UX solutions.