Developing and Refining A Payments App Design Based on Users’ Feedback
The client
Careem pioneered ride-hailing in the Middle East and became the region’s everyday super app, adding delivery, mass transportation and payments. Uber acquired it in 2020, and it now runs in over 100 cities across 14 countries with more than 48 million users.
Careem Pay is the payments app inside it, covering a digital wallet, peer-to-peer transfers, bill payments and merchant-focused services — meant as an easier and safer alternative to a traditional bank transfer.
The challengeWhat the teams actually needed
User feedback pointed the way: Careem wanted to reshape a rapidly expanding payments app, make it more intuitive, and lift the experience to what people now expect of it.
Challenge 01Main screens that can scale
Pay Home and Wallet Home had to be user-friendly and built to carry whatever comes next rather than only what exists today.
Challenge 02A wallet with real complexity behind it
The full wallet experience needed designing, with new features and involved flows — withdrawals, changing or removing a card on an active subscription, top-ups — and the edge cases around them.
Challenge 03A partner who knows finance
The company was looking for a consulting partner with a track record in mobile design for the financial sector, not general design help.
What we did
A payments app reshaped around what users said
The work was analysis of the existing design followed by improvements delivered against the goals Careem set.
Pay Home and Wallet Home
The app’s main screens were designed to be scalable and straightforward, since everything else is reached through them.
Every flow, including the awkward ones
The wallet experience was designed end to end — withdrawals, card changes and removals on active subscriptions, top-ups — with the edge cases handled rather than left to support.
Transfers, bills and merchants
Peer-to-peer transfers, bill payment and merchant-focused services all sit inside the same app, which is what makes it an alternative to a bank transfer.
Experience brought to the table
Careem worked with a partner that had already designed for the financial sector, which shaped how the challenges were approached.
Client testimonial
It was truly impressive seeing the Netguru designers successfully embed themselves in our internal teams and take on this project. They never fell behind, with quality outputs, even though priorities kept changing. With their agile approach and complete focus on user needs, they not only satisfied our requirements but delivered a lot of added value on top.
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What’s next