Funnel review
Recharge and bill-pay funnel review
A close reading of where prepaid reload and postpaid payment stall, including the confirmation screens that never fire a success event.
Duration
Ten to twelve working days
Where we work
Remote, with device walkthroughs on store-typical handsets
Fee basis
From RM 9,800
Prepared for
Prepaid commercial, billing product, and app owners
Prepaid reload on a Friday evening and postpaid bill pay after payday are the two moments when a Malaysian customer app either takes money or generates a queue at a dealer. This engagement isolates those two journeys.
We reconstruct the funnel from first tap to confirmation, including e-wallet and card routes, and we mark the screens where the tap is counted but the payment is not. Device range is part of the brief: many reload failures we are asked about sit on Android models still common in Johor and East Coast stores, not on the phones in the product room.
The written note is short. It lists drop-off points, the events that disagree with the screen, and the smallest change that would let commercial and product argue from the same counts. It does not redesign the checkout art.
Excluded: negotiating rates with payment gateways, and any work on dealer USSD reload. Fee from RM 9,800. Ask for dates on the contact page.