Case Study: Razorpay raises dashboard satisfaction from 6.2 to 8.7 and accelerates UX insights with Hotjar

How Razorpay Used Hotjar to Improve Its Business Product Suite

Razorpay, a 350-person payments platform in India, needed to deliver a clear, seamless experience across its product suite but had a small design team and wanted insights beyond traditional analytics. They faced two specific challenges: iterating a redesigned dashboard that initially scored poorly with users, and refining a new Payment Pages product whose unconventional flow required real-world usability validation.

Razorpay adopted Hotjar (starting with the free plan) to collect direct feedback and watch Session Recordings, which was easy for the team to learn and use. Using Hotjar Polls and recordings they pinpointed where users got stuck, raised the dashboard’s average rating from 6.2 to 8.7, optimized the Payment Pages flow, and simplified onboarding and day-to-day UX work without constantly involving front-end developers.

Razorpay

Saurabh Soni

Product Designer