Akshat Srivastava

Case study · RAZORPAY · 2022

Saved Cards Portal

An online portal that gives users one place to see and control every card saved across merchants.

Role
Product Designer
Team
Me · 1 PM · 1 Engineer
Platform
Razorpay Website

Context

Razorpay powers payments for millions of Indian businesses, so a single shopper ends up with their card saved across dozens of merchants they may not even remember. With the RBI's card‑tokenization mandate approaching, how cards are stored, surfaced, and consented was about to change for the entire ecosystem.

Problem

Users had no single place to see which cards were saved where, and no easy way to take it back. That created a real trust gap and compliance issues:

  • No visibility. Cards were saved silently at checkout, users couldn't see the full picture across merchants.
  • No control. Removing a saved card through each merchant individually was not possible.
  • Regulation incoming. Tokenization and explicit consent were becoming mandatory, and the current experience met neither.

Challenges

  • Security vs. clarity. Showing enough for a user to recognise a card, without exposing sensitive data, meant careful choices about masking and labelling.
  • Cross‑merchant complexity. Users' saved cards and merchants had many‑to‑many mapping. So the cards and merchants had to read as one coherent, trustworthy list, not a confusing pile of duplicates.

Solution

I owned the end‑to‑end designs, user flows, information architecture, final UI. Users didn't fear saving cards, they feared not being able to undo it. That reframed the goal from "meet the mandate" to "make saved cards feel like something the user owns." Finally, I shipped;

  • One place for every card. A single portal lists every saved card with the merchants it is saved at.
  • Control in one tap. Clear card / website selection and delete actions, with simple explanations of what it does.
  • Tokenization, made legible. Consent and tokenization are framed as user benefits and safer cards.
Razorpay Manage Saved Cards, Cards view: a selected Federal Bank card on the left and the list of merchants it is saved with on the right, each removable.
Cards view: pick a saved card to see every merchant it's stored with, and remove it anywhere from one place.
Razorpay saved cards, Cards view with a card selected and a merchant (Citywoofer) checked for deletion, showing a reassurance note and Delete and Cancel buttons.
From a saved card, choose which merchants to remove it from, then confirm with a clear, reversible step.
Razorpay Manage Saved Cards, Website and app view: a list of merchants on the left and the cards saved with the selected merchant on the right.
Website & app view: see which merchants hold your cards, and manage access per merchant.
Razorpay saved cards, Website and app view with a merchant selected and the saved card checked for deletion, showing a reassurance note and Delete and Cancel buttons.
From a merchant, choose which cards to remove, then confirm with the same clear step.

Impact

The portal shipped fully compliant with the RBI tokenization mandate while giving users a single place to see and control their saved cards. Card‑save opt‑in rose, saved‑card support tickets dropped, and millions of cards were brought under clear user control.

Reflection

What I'd do differently: we framed the portal as a compliance deliverable first and a user benefit second. Leading with the trust story, "see and control your cards", from day one would have aligned stakeholders faster and shaped a sharper product.

Go deeper

See the live experience and the card control and management flows. If you have ever saved cards during Razorpay checkout, you'll find them here.

View the live portal See more work