A PROJECT REPORT ON

WHATSAPP PAY
Submitted in partial fulfilment of the requirements for the

Professional Certificate Program in Business Analysis

Submitted By
Madhu S R
 CONTENT
TITLE PAGE NO.

ITRODUCTION 3-7

TASK 1: STAKEHOLDER IDENTIFICATION 8-11

1.1 Stakeholder 8
1.1.1 Internal Stakeholder 8
1.1.2 External Stakeholder 8
1.2 Identifying Stakeholder 9

1.3 RACI Matrix 10

TASK 2: REQUIREMENT CLASSIFICATION SCHEMA 12

2.1 Requirement Classification Schema 12

TASK 3: RISK ANALYSIS AND STRATEGY ANALYSIS 13-16

3.1 Risk Identification for WhatsApp 13

3.2 SWOT Analysis 13

3.3 Strategy Analysis 15

TASK 4: TRANSITION STATE 17

4.1 Transition State of WhatsApp 17

TASK 5: AS-IS AND FUTURE SCOPE MAP 18-19

5.1 As-is Process Map of WhatsApp 18

5.2 Future Process Map for WhatsApp Pay 19

TASK 6: SCOPE USING CONTEXT DIAGRAM 20-21

6.1 Context Diagram 20

6.2 Main Features to be Developed 20

6.3 In-Scope Requirements for WhatsApp 21

6.4 Out-Of-Scope Requirements for WhatsApp Pay 21

TASK 8: WIREFRAMES OR MOCK SCREEN 22-23

 WHATSAPP PAY MADHU S R-2022

INTRODUCTION
DESCRIPTION

WhatsApp is a messaging and Voice over IP (VoIP) service owned by Meta Platforms, Inc.,
also known as Meta and formerly known as Facebook, Inc. It allows users to send text and
voice messages, make voice and video calls, and share images, documents, and other media.
WhatsApp runs on mobile devices but is also accessible from desktop computers. WhatsApp
has over 2 billion users worldwide as of today. It has become the primary means of electronic
communication in multiple countries across multiple continents, including Latin America, the
Indian subcontinent, and large parts of Europe and Africa Today across the globe people are
moving to digital payment services such as Google Pay, PayPal, and others. Mobile wallets
are in massive demand. The transaction value of the global mobile payments market was
USD 3714.5 billion in 2019 and is expected to reach USD 12,407.5 billion by 2025,
registering a CAGR of 23.8%. WhatsApp being one of the leading mobile messaging apps
wants to get a slice of this growing digital payment market. WhatsApp has decided to take
the plunge into this digital payment market. They have launched a new feature namely,
WhatsApp Payments to be known as WhatsApp Pay in Brazil in June 2020. WhatsApp
promises to disrupt the global digital payments ecosystem with WhatsApp Pay. WhatsApp
will integrate the customer’s debit card or credit card into their app. That is, while chatting
with your peers, you can transfer the money to them. There will be no separate app that the
customers need to download to access this payment feature. This feature would be provided
to users as an update in the existing WhatsApp messaging app. The user can use WhatsApp
pay feature by updating the WhatsApp messaging app.

ADVANTAGES OF WHATSAPP PAY

 Easy peer to peer payments. You can send money to your family, friends, or relatives all
through WhatsApp.

 Users need not go to the bank or use wallets, bank apps, or NEFT to transfer money.

 It will be a one-click payment.

 Easy and user-friendly interface of WhatsApp would make digital payments seamless and
there will be no need to enter details at multiple page loads.

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OBJECTIVES
 Have at least 1 million users use WhatsApp pay feature within the first 3 months of
launch.
 Over 1 year of its launch have 30% of user base using WhatsApp pay.

FUTURE STATE
To transfer money using WhatsApp pay there will be 2 methods on the WhatsApp app.
Method 1:
1. To use the WhatsApp, pay feature the user needs to have a bank account with its debit
card or a credit card
2. Users shall select the person they want to send money to from their WhatsApp contact
list
3. Users shall click on payments option in their chat settings
4. Users shall enter the amount they wish to transfer
5. Users will then enter a security Pin
6. Users will click on the transfer button
7. Money is transferred
8. The sender and the receiver will both receive a payment notification on their chat
window once the fund transfer has been made.
9. In cases where the user is requesting money, tap on request and wait for the person to
accept your request.
10. The feature should be available in multiple languages

Method 2:
1. User goes on the main page of WhatsApp and opens the payments option.
2. User then taps on the QR code showing next to their name to show their QR code
using which people can send them money.
3. User taps on the new payment option located on the bottom right of the display.
4. User selects a contact or the scan QR code option.
5. The rest of the process remains the same as above.

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SCALABILITY REQUIREMENTS
Scalability and performance: This feature initially would be launched in a single country to
test and get user feedback. Then WhatsApp will be rolling it out across its big markets like
India, where it has 400 million users. followed by the rest of the world
Usability: The screens should be self-explanatory and very user friendly.

BUSINESS ANALYSIS CORE CONCEPT MODEL (BACCM)

CHANGES

NEEDS SOLUTIONS

STAKEHOLDERS CONTEXTS

VALUE

Figure 1: Business Analysis Core Concept Model (BACCM)

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Needs:
 WhatsApp owned by Facebook is a messaging and Voice over IP (VoIP) allowing
users to send text and voice messages.
 Providing its customer with more services, E-Payments function.
 Being in same App- adding new business.

Change:
 WhatsApp with its 2 billion wants to enter in Global Mobile Payments Market with
WhatsApp Pay and optimize its huge customer base, while being on social media
platform
 Easy payments while on chat or with while on computer.

Solution:
Payment Option Within Chat Function
 Need to have bank account with debit or credit card.
 Function within the app (Chat settings)
 Transfer money using a security code
 Requesting money in same way as transferring
 Multiple languages option
 Convenient for customers
 Safe and cost effective
Payment Option Using QR Code
 Going to main page and opening payment option
 Showing the QR code to person Who sends money
 New Payment option on bottom right of display
 After all the process follows method 1
 Not easy and user friendly
 Complete process takes more time as compared to method 1

Context:
 Self-explanatory and user-friendly
 Compatible with multiple AOS

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Value:
 Making digital payments seamless
 Expanding business in already successful market for WhatsApp
 Increasing its customer base by proving more services
 It can check its scalability in such huge market

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TASK 1

STAKEHOLDER IDENTIFICATION

1.1 STAKEHOLDERS
Each task includes a list of stakeholders who are likely to participate in the execution of that
task or who will be affected by it. A stakeholder is an individual or group that a business
analyst is likely to interact with directly or indirectly.

1.1.1 INTERNAL STAKEHOLDER

● Project manager

● Domain SME

● Operational Support Team

● Solution Expert

● Business Analyst

● Tester

1.1.2 EXTERNAL STAKEHOLDER

● Sponsors
● End User
● Customers
● Bank
● Regulators

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1.2 IDENTIFYING STAKEHOLDER

` Actors What they can do on the software created

Stakeholders
Sponsors Facebook  The Sponsors would fund for the new feature
development of Whatsapp Pay.
 WhatsApp end user are already able to use
Whatsapp for messaging, voice calls and Video
End Users Whatsapp
calls
Users  In the proposed system, they will also be able
to make digital payments via WhatsApp.

Suppliers Banks  For digital payment with Whatsapp, Banks will

have to cooperate with Whatsapp for provision
payment via respective Banks.
 Banks will have to share Bank details, Branch
details, IFSC details to shown on the screen and
on making payment banks will have to validate
the users have accounts in respective banks.

Credit Card  Credit card providers will have to cooperate

provider with Whatsapp for provision payment via
respective banks.
 Banks will have to share bank details, Branch
details, IFSC details to shown on the screen and
on making payment banks will have to validate
the users have accounts in respective banks.
Bank Debit  Debit card providers will have to cooperate
Card Provider with Whatsapp to enable users to pay via
respective Debit cards.
 Details like card details, Debit card holders’
details, Payment gateway details will have to be
provided to WhatsApp.

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Regulators Government,  Government of India has laid down guidelines

TRAI, NPCI, to take swift actions on government takedown
CCI requests.
 Indian Police force keeps a check on Whatsapp.
 NPCI: May come into pictures as it regulates
UPI payments.
 CCI: Keeps a check on new features launched
by Whatsapp.
Domain SME  Domain SME will help in understanding the
payments domain in India.
Tester  Tester will test the build before development in
production.
Operational  The operational support will ensure support
support post the new feature goes live.
Implementation  Implementation support team will ensure
SME proper development of the new feature without
impacting the old functionality.
Project  Project manager will ensure timely and
Manager effective delivery of the new feature.
Business  Business Analyst will ensure all the
Analyst requirements are been converted into the actual
features in the proposed system. He will ensure
seamless coordination and communication
between all the stakeholders.

1.3 RACI MATRIX

1. Responsible: The persons who will be performing the work on the task.
2. Accountable: The person who is accountable for successful completion of the task and is
the decision maker. Only one stakeholder receives this assignment.
3. Consulted: The stakeholder or stakeholder group to provide an opinion or information
about the task. This is assigned to the subject matter experts (SMEs).

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4. Informed: A stakeholder or stakeholder group is kept up to date on the task and notified of
its outcome.

Stakeholders Responsible (R) Accountable (A) Consulted (C) Informed (I)

Sponsors R A C I

End Users I

Suppliers R I

Regulators R C I

Domain SME C

Tester R I

Operational Support C

Implementation SME C

Project Manager R A C

Business Analyst R

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TASK 2

REQUIREMENT CLASSIFICATION SCHEMA

2.1 REQUIREMENT CLASSIFICATION SCHEMA

Requirements are described by following classification schema:

1. Business Requirements: These are statements of goals, objectives, and outcomes that
describe why a change has been initiated. They can apply to the whole of an enterprise, a
business area, or a specific initiative.
2. Stakeholder Requirements: It describe the needs of stakeholders that must be met to
achieve the business requirements. They may serve as a bridge between business and
solution requirements.
3. Solution Requirements: It describe the capabilities and qualities of a solution that meets
the stakeholder requirements. They provide the appropriate level of detail to allow for the
development and implementation of the solution. Solution requirements can be divided
into two sub-categories: Functional requirements & Non-functional requirements or
quality of service requirements
4. Transition Requirements: It describe the capabilities that the solution must have and the
conditions the solution must meet to facilitate transition from the current state to the
future state, but which are not needed once the change is complete.

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TASK 3

RISK ANALYSIS AND STRATEGY ANALYSIS

3.1 RISK IDENTIFICATION FOR WHATSAPP PAY
1.Data Localization requirements, store Indian users' data on local servers
2.Banks might show resistance as they must implement changes in their core banking,
reconciliation and authentication systems, plus develop interfaces with risk management
systems, customer grievance and mobile application functions
3.Given the mass global use of WhatsApp, Indian regulators may cap the number of UPI
transactions to protect and regulate the UPI ecosystem also to avoid big players taking over
the whole ecosystem.
4.Facebook has had issues with customer data protection in the past and this image could
hamper their presence in the Indian market
5.WhatsApp has a brand image of a social networking app; they will have to change them
perception with correct marketing and messaging for the customers
6.WhatsApp current functionality should not get impacted with the new peer to peer payment
functionality. If the newly proposed functionality does not work as proposed there will
customer frustration and they may lose loyal customers.
7.WhatsApp must keep up with the emerging trends and on top of both payments and social
media market as competitors will take over the market share if they fail to keep up with the
trends.
8.If UPI/NCPI clearing transaction errors are too many they might withdraw support.

3.2 SWOT ANALYSIS

3.2.1 STRENGTH
 Already set global user base using the popular messaging app, accessible from
multiple platforms.
 WhatsApp has had no severe issues in the past with functionality.
 WhatsApp is backed by Mark Zuckerberg, also owner of Facebook and has a good
financial supporting to develop the best peer to peer payment platform.
 Good Brand image.
 Being offered in multiple languages

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3.2.2 WEAKNESS
 Two tier level of security is key as there has already been data security issues.
 Needs local storage servers to meet country regulations.
 Completely dependent on Internet.
 Will have to change perception of already popular messaging app.
3.2.3 OPPORTUNITY
 There are not a lot of players in the market yet offering similar services.
 Potential to expand into new areas as internet is available even in under developed
countries regions.
 Since the functionality Is being offered in multiple languages WhatsApp will be able
to cater to a larger audience in India.
 Additional revenue stream opening.
3.3.3 THREATS
 Any leakage of customer information can tarnish the brand image completely.
 Existing functionality could get affected, will loose customers if that is the case.
 Regulators could pose as a hinderance if security, data privacy concerns are not
addressed properly.
 The Players in the market already offering the service like PhonePe, Google Pay,
Paytm
 Regulators could cap the number of payments to regulate the market and avoid
monopoly.

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3.3 STRATEGY ANALYSIS

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TASK 4
TRANSITION STATE

4.1 TRANSITION STATE OF WHATSAPP PAY

A state model describes the following:

1. A set of potential states for an entity.
2. The order of states that the entity can be in.
3. How an entity changes from one state to another.
4. The events and conditions that cause the entity to change states.
5. The actions that can or must be taken by the entity in each state as it goes through its life
cycle.

Figure 1: Transition state

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TASK 5

AS-IS AND FUTURE SCOPE PROCESS MAP

5.1 AS –IS PROCESS MAP FOR WHATSAPP PAY

Figure 2: As-in Process Map for WhatsApp

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5.2 FUTURE PROCESS MAP FOR WHATSAPP PAY

Figure 3: Future Process Map for WhatsApp

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TASK 6

SCOPE USING CONTEXT DIAGRAM

6.1 CONTEXT DIAGRAM

Figure 4: Context Diagram WhatsApp Pay

6.2 MAIN FEATURES THAT NEED TO BE DEVELOPED

1. Easy peer to peer payments. User to be able to send money to their family, friends, or
relatives all through WhatsApp.
2. Users need not go to the bank or use wallets, bank apps, or NEFT to transfer money.
3. It will be a one-click payment.
4. QR code scan functionality also available to send and receive money via WhatsApp Pay.
5. Easy and user-friendly interface of WhatsApp would make digital payments seamless and
there will be no need to enter details at multiple page loads.

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6.3 IN- SCOPE REQUIREMENTS FOR WHATSAPP

6.3.1 SETTING UP
 Adding bank account to WhatsApp Pay account
 Link debit and Credit card
6.3.2 AUTHENTICATION
 Credential management for payments
 Smooth and secure integration with banks, payment service providers,
payment gateways.
 Payments process should be in line with local regulators
6.3.3 FUNCTIONALITY
 Payment send and receive using WhatsApp Pay to and from contacts.
 Notification after payment sent/received
 QR code option to send/receive money
 Transaction history should be visible and stored
6.3.4 USABILITY AND SCALABILITY
 System should be scalable to rest of the world after testing in one geographical
area
 Available in multiple languages
 Should be easy to use

6.4 OUT-OF-SCOPE REQUIREMENTS FOR WHATSAPP PAY

 Users who do not have WhatsApp account will not be able to use the App.
 Users need to setup bank accounts, else will not be able to use the feature
 No e-commerce features available
 Any future interface is out of scope

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TASK 7

WIREFRAMES

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Figure 5: Wireframe or Mock Screen for WhatsApp Pay

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