01Project Overview
The project focused on enhancing the payment experience for customers in India in response to the E-Mandate regulations. By implementing immediate solutions and long-term strategies for recurring payments, the initiative aimed to streamline transactions, ensuring compliance while improving customer satisfaction.
This comprehensive approach not only saved over $1 million in revenue but also strengthened customer relationships in a key market, demonstrating the importance of adapting to evolving payment landscapes.
02Context
In October 2021, India released the E-Mandate, a digital authorization process that requires individuals to grant businesses permission for recurring payments or direct debits from their bank accounts. This impacts only online merchants that do not have a local presence or tax collecting entity in India such as Dropbox.
India was a high-growth market for Dropbox with over $1.5M in recurring payments and there was an urgency to act.
03Situation
The sudden implementation of the law caught online merchants off guard, particularly those with a significant market presence in India. These merchants were taken by surprise when their customers were no longer able to make subscription payments.
Within a day, all of our customers experienced rebill failures, and if no action was taken, we would lose our entire customer base within a month.
04My Role
As the product manager for the payments & checkout team, my role was to help our customers in India with a viable method and a product that would let them pay for their subscriptions otherwise our customers would have a bad experience and Dropbox would've lost a significant portion of our business there.
05Product
I helped drive the product development process through 3 different stages:
- Stop immediate bleeding to prevent customer thrash
- Root cause analysis
- Solutioning to get payments back up and running and figuring out long-term solutions for recurring payments
06Results
- Improved upon our customers experiences in India saving $1m+ in revenue in the market with an expanding customer base in India