The PhonePe SmartSpeaker has already been a game-changer for merchants, providing reliable and convenient payment validation.
However, the product team at PhonePe wanted to take the experience one step further, making it more engaging and differentiated. Keeping this in mind, the product team has introduced the Superstar Voice feature, a unique addition that allows merchants to choose their favorite celebrity voice for payment confirmations.
The product manager and the team are featured as one of the Upraised's top 50 Game Changers in 2024.
The Problem: Driving Merchant Retention and Engagement
While the SmartSpeaker has become an integral part of merchant operations, the product team at PhonePe identified areas for incremental improvement:
- Retention Challenges: Sustaining long-term merchant engagement required features that go beyond functionality.
- Limited Personalization: The existing setup lacked customization options, making it less engaging for merchants.
- Building Emotional Connection: The product team at PhonePe wanted to create a sense of pride and belonging among merchants, ensuring they felt valued.
The product team’s challenge was to introduce a feature that not only retained functionality but also enhanced the merchant’s emotional connection with the product.
The Solution: Superstar Voice for Payment Confirmations
The Superstar Voice feature allows merchants to choose their favorite celebrity voice to announce payment confirmations on the SmartSpeaker.
Key Features of the Superstar Voice Feature
- Personalized Voice Options: Merchants can select from a range of popular superstar voices, creating a personalized payment validation experience.
- Engaging Audio Announcements: Celebrity voices announce payment confirmations in an engaging manner, adding excitement to routine tasks.
- Simple Activation Process: Merchants can easily enable the feature through the app, it is a quick and easy setup.
- Sense of Pride: The feature adds a layer of pride for merchants, making their storefronts feel modern, fun, and unique.
Impact: Boosting Retention and Engagement
The Superstar Voice feature has delivered measurable and intangible benefits to merchants and PhonePe:
- Merchant Retention: Merchants are more likely to stick with PhonePe’s SmartSpeaker due to its unique and engaging features.
- Enhanced Engagement: The feature has increased merchant interactions with the product, increasing their connection with the PhonePe ecosystem.
- Increased Acquisition: The novelty of the Superstar Voice feature has drawn new merchants to adopt the SmartSpeaker.
The Team Behind the Innovation
Ashima Gupta: Group Product Manager, PhonePe
Harjot Singh: Associate Product Director, PhonePe
Harjot & Ashima saw an opportunity to elevate the soundbox experience for merchants and differentiate PhonePe from competitors.
They introduced “Superstar Voice” where payment confirmation audio plays in Amitabh Bachchan’s voice. This novelty attracted vendors while retaining the essential functionality of a built-in torch, long battery life, and regional language support.
As a part of Upraised’s Game Changers, we're on a mission to celebrate high-impact problem solving & celebrate the individuals who brought these innovations to life.
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