jaydeolivia

E-wallet redesign that drives trust, speed and simplicity

~0%

Adoption

+0%

Credit Redemption

~0%

Refunds to Wallet

TL;DR

I led the redesign of HungerStation’s e-wallet experience, focusing on clarity, trust and usability across English and Arabic. This included rethinking balance visibility, transaction tracking, refunds, top-ups, onboarding education and bilingual (LTR/RTL) layouts, backed by research and usability testing with 100 users.

The goal: reduce confusion in wallet flows, introduce new branding, unblock redemption friction and make core wallet tasks (finding balance, setting up refunds and completing top-ups) easier and more discoverable.

Results: In usability testing, 93% of English speakers and 84% of Arabic speakers found the wallet entry point easily, 71%+ successfully set up refunds and key task engagement improved markedly across EN/AR user groups, contributing to increased clarity and confidence in wallet usage and reducing friction in payment paths.

About HUNGERSTATION

HungerStation is a Delivery Hero* company and one of the biggest food delivery platforms in KSA, connecting hungry people with restaurants, groceries and even pharmacies.

According to WorldPay Global Payments Report 2025, digital wallets accounted for 53% of eCommerce transactions and 32% of point of sale (POS) spending in 2024. In terms of volume, payments using digital wallets reached $15.7 trillion in 2024, almost ten times the amount a decade ago.

It therefore made sense to see how HungerStation's wallet experience could be improved for our users.

*Delivery Hero is the world’s leading local delivery platform, operating its service in around 70 countries across Asia, Europe, Latin America, the Middle East and Africa.

HungerStation is a Delivery Hero* company and one of the biggest food delivery platforms in KSA, connecting hungry people with restaurants, groceries and even pharmacies.

*Delivery Hero is the world’s leading local delivery platform, operating its service in around 70 countries across Asia, Europe, Latin America, the Middle East and Africa.

Role

As the Product Designer on this redesign, I was based in Dubai and collaborated async with a cross-functional team based in KSA. The team included, a UX Researcher, Visual Designer, Product Manager and Engineers. I delivered everything from research and ideation to delivery and developer handoff.

words from the team

“ I find Jayde-Olivia to have really good delivery and presentation of updates, confidently walking us through her designs and process.

I'm also amazed at the speed in which she put together the MVP and future states. Although designs are still waiting to be tested, they are very close in experience to other platforms whilst incorporating HungerStation's needs.”

— Gerry L. Design Manager, Fintech at Delivery Hero

Challenge

With the fintech industry being highly regulated, I had to navigate KSA's payment methods, payment providers and banking regulations whilst addressing pain points highlighted by existing research insights and data.

Limited awareness: Users couldn’t distinguish sources of their total balance and were not informed of expiring credit leading to 45% of credits expiring unused.
No tracking tools: Without reports on additions, categories or expiry dates, users couldn't know when credit needed to be used and we couldn't measure wallet activity.
Obsolete interface: The outdated UI and lack of UX focus discouraged engagement, reduced redemption rates and no longer aligned with our branding.

Limited awareness: Users couldn’t distinguish sources of their total balance and were not informed of expiring credit leading to 45% of credits expiring unused.
No tracking tools: Without reports on additions, categories or expiry dates, users couldn't know when credit needed to be used and we couldn't measure wallet activity.
Obsolete interface: The outdated UI and lack of UX focus discouraged engagement, reduced redemption rates and no longer aligned with our branding.

PROCESS

Research and analysis

Here's what our users had to say when they were interviewed (in true Arab fashion, they did not hold back!):

"When does my credit expire?!" — Yep, no one could tell.
"Can someone remind me before my credit disappears into a void?" — Notifications were a big ask.
"Why can't I send credit to my family like I can on other apps?" — Sharing is caring, especially during Ramadan and Eid.
"What does this wallet even do??" — Features were lacking and what was there wasn't obvious.

To level up, I benchmarked against some of the most popular in the region and beyond. I looked at apps like Jahez, Careem, Swiggy, Panda, Grab and Talabat; exploring everything from entry points, wallet home, transaction history, top-up and refund settings.

Research and analysis

Here's what our users had to say when they were interviewed (in true Arab fashion, they did not hold back!):

"When does my credit expire?!" — Yep, no one could tell.
"Can someone remind me before my credit disappears into a void?" — Notifications were a big ask.
"Why can't I send credit to my family like I can on other apps?" — Sharing is caring, especially during Ramadan and Eid.
"What does this wallet even do??" — Features were lacking and what was there wasn't obvious.

Designing & Prototyping

To bring the new wallet to life, I took a phased approach to designing and delivering so that there was a balance of quick wins and long-term value.

MVP scope (Q2-3) laid the foundations by focusing on high-impact improvements:

Implementing the new branding to increase brand recognition
Smoother, more intuitive transaction history and flows
An easier way to view and manage payment cards
Bite-sized contextual education on new features

Phase 1 (Q3-4) introduced refunds via HPay, Phase 2 (Q3-4) enabled top-ups through online payment methods, Phase 3 (Q4) launched top-ups using loyalty points.

Once flows were solid, I brought them to life by creating interactive prototypes in Figma that were used for stakeholder reviews and to test key journeys and refine interactions before handing off to engineering.

Designing & Prototyping

To bring the new wallet to life, I took a phased approach to designing and delivering so that there was a balance of quick wins and long-term value.

MVP scope (Q2-3) laid the foundations by focusing on high-impact improvements:

Implementing the new branding to increase brand recognition
Smoother, more intuitive transaction history and flows
An easier way to view and manage payment cards
Bite-sized contextual education on new features

Phase 1 (Q3-4) introduced refunds via HPay, Phase 2 (Q3-4) enabled top-ups through online payment methods, Phase 3 (Q4) launched top-ups using loyalty points.

Usability Testing

Working with the UX Researcher, flows were put to the test using Maze-based unmoderated usability tests with 100 active users (English and Arabic speakers). Their mission? Help spot the rough edges and highlight what wasn't working.

We tested 6 key flows to validate our decisions:

Discovering HPay and its features
Deleting an expired payment card
Finding a friend referral transaction
Filtering to find a cashback transaction
Setting up automatic refunds

Insights:

HPay visibility: 93% of English speakers and 84% of Arabic speakers found the HPay icon on the homepage.

Refund setup made simple: 71.4% of English and 76.9% of Arabic users successfully set up automatic refunds.
English speakers were almost 30% more likely to engage with the educational wizard.

These insights helped shape better flows, find edge cases and make sure users could complete key tasks with ease.

Usability Testing

We tested 6 key flows to validate our decisions:

Discovering HPay and its features
Deleting an expired payment card
Finding a friend referral transaction
Filtering to find a cashback transaction
Setting up automatic refunds

Insights:

HPay visibility: 93% of English speakers and 84% of Arabic speakers found the HPay icon on the homepage.

Refund setup made simple: 71.4% of English and 76.9% of Arabic users successfully set up automatic refunds.
English speakers were almost 30% more likely to engage with the educational wizard.

These insights helped shape better flows, find edge cases and make sure users could complete key tasks with ease.

63% (EN)

34% (AR)

HIGHLIGHTS

All of the new wallet features have helped to improve customer engagement and frequency, leading to a positive contribution to performance.

Optimised transactions: Users are able to search and filter to show specific transactions, see the source of their credit, be alerted about when credit will expire and more.
Refunds, fast: Typically, refunds can take 7-10 days to reach the customer’s account. With the Refund to Wallet feature, users can be refunded instantly, meaning they can place their next order immediately.
Many of those receiving refunds directly to the HPay wallet now make a replacement order within a matter of hours, an improvement over refunds to other payment methods.
Gift transfers and incentives: We were able to launch this feature in time to celebrate Eid, allowing friends and family to use HPay to send gifts. Several thousand transactions were made in the week following the launch.
The wallet can also be used to provide cash back incentives for usage and ensuring customers return to the platform.

https://www.deliveryhero.com/newsroom/fintech-insights-driving-the-customer-experience-with-wallets/

All of the new wallet features have helped to improve customer engagement and frequency, leading to a positive contribution to performance.

Optimised transactions: Users are able to search and filter to show specific transactions, see the source of their credit, be alerted about when credit will expire and more.
Refunds, fast: Typically, refunds can take 7-10 days to reach the customer’s account. With the Refund to Wallet feature, users can be refunded instantly, meaning they can place their next order immediately.
Many of those receiving refunds directly to the HPay wallet now make a replacement order within a matter of hours, an improvement over refunds to other payment methods.
Gift transfers and incentives: We were able to launch this feature in time to celebrate Eid, allowing friends and family to use HPay to send gifts. Several thousand transactions were made in the week following the launch.
The wallet can also be used to provide cash back incentives for usage and ensuring customers return to the platform.

https://www.deliveryhero.com/newsroom/fintech-insights-driving-the-customer-experience-with-wallets/

TRANSACTIONS

REFUNDS

CREDIT TRANSFER

Iteration & Handoff

The designs that had been tested, ended up being pretty solid. I built on the core flows, filled in edge cases and worked with our Illustrator and Motion Designers to add animations, branded illustrations and some micro-interactions to make the experience more delightful and human.
Including engineers every step of the way is important for me and because of this the handoff process was extremely smooth.

I worked with them to understand the logic being used throughout the flows, make sure the right tokens were applied and that we had error screens to handle those inevitable API hiccups. The biggest hurdle we had to overcome was accounting for how lengthy words could become when translated to Arabic.
Localisation: with 83% of Hungerstation users on the Arabic version of the app, localisation wasn't a nice-to-have but a necessity. All screens and components were designed in both English and Arabic, accounting for RTL layouts and flipping components, icons and illustrations (when needed).

Iteration & Handoff

The designs that had been tested, ended up being pretty solid. I built on the core flows, filled in edge cases and worked with our Illustrator and Motion Designers to add animations, branded illustrations and some micro-interactions to make the experience more delightful and human.
Including engineers every step of the way is important for me and because of this the handoff process was extremely smooth.

I worked with them to understand the logic being used throughout the flows, make sure the right tokens were applied and that we had error screens to handle those inevitable API hiccups. The biggest hurdle we had to overcome was accounting for how lengthy words could become when translated to Arabic.
Localisation: with 83% of Hungerstation users on the Arabic version of the app, localisation wasn't a nice-to-have but a necessity. All screens and components were designed in both English and Arabic, accounting for RTL layouts and flipping components, icons and illustrations (when needed).

Iteration & Handoff

The designs that had been tested, ended up being pretty solid. I built on the core flows, filled in edge cases and worked with our Illustrator and Motion Designers to add animations, branded illustrations and some micro-interactions to make the experience more delightful and human.
Including engineers every step of the way is important for me and because of this the handoff process was extremely smooth.

I worked with them to understand the logic being used throughout the flows, make sure the right tokens were applied and that we had error screens to handle those inevitable API hiccups. The biggest hurdle we had to overcome was accounting for how lengthy words could become when translated to Arabic.
Localisation: with 83% of Hungerstation users on the Arabic version of the app, localisation wasn't a nice-to-have but a necessity. All screens and components were designed in both English and Arabic, accounting for RTL layouts and flipping components, icons and illustrations (when needed).

Let’s Collaborate

Get in touch if you have a project, questions or just want to chat.

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Designed in Figma, built in Framer.