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How Two Conversations With Shop Owners Changed Two Core Product Features

UdharPay · Product Development · Customer Discovery · Fintech · Pre-development

How Two Conversations With Shop Owners Changed Two Core Product Features

5

Shop Visits

2

Features Changed

40 min

Time Saved Per Bulk Send

30 sec

Bulk Reminder Time

The Challenge

During in-person validation visits to five kirana shops, two specific conversations produced insights that no amount of desk research had suggested.

Digital feedback tells you what people say they want. In-person observation tells you what they actually need.

Our Solution

Insight 1 — The UPI QR Code: A hardware shop owner in Nagpur explained that his primary problem wasn't forgetful customers — it was customers who had no frictionless way to pay the moment they were reminded. A reminder with a scannable QR code that auto-fills the amount removes all friction at the moment of maximum motivation to pay.

This insight elevated the UPI QR code from a roadmap feature to a non-negotiable element of every reminder message.

Insight 2 — Bulk Reminders: A wholesale distributor needed to remind 30–40 customers every 1st of the month. Individual reminders: 40 minutes. A single bulk blast: 30 seconds.

This use case — not in the original product design — added the bulk reminder feature to the Business plan roadmap.

The Result

5
Shop visits
2
Features changed
40 min
Saved per bulk send
The lesson
Five in-person conversations produced more actionable product insight than 73 survey responses combined. Get out of the building before you start building.

Tech Stack

WhatsApp Cloud APIUPI QR CodeFirebase

Project Info

Client

UdharPay

Industry

Product Development · Customer Discovery · Fintech

Timeline

Pre-development

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