Reminder to you & me : Let’s go touch some grass
aanchal khandelwal
© 2026
aanchalaameria@gmail.com
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built with love, brain and
AI in the slowly burning world
Payment complete
Done.
Traditional acknowledgement
Next steps simiplified
Success is not
the last step.
Reimagining acknowledgement pages as a system that reassures customers, clarifies what happens next and opening doors to relevant actions.
Business
→
Across Airtel’s high-intent journeys—such as recharges, upgrades, payments and service requests—acknowledgement pages confirmed completion but offered little guidance afterwards. The project transformed these transactional endpoints into useful milestones that build reassurance, communicate next steps and create opportunities for contextual cross-selling.
Role
→
•
Led the end-to-end experience strategy and product design, from auditing existing acknowledgement pages to defining the scalable framework.
•
Mapped different journey states and identified the information, actions and reassurance customers needed at each milestone.
•
Collaborated with product, business, content, design-system and engineering teams to create templates that balanced customer clarity with business opportunities.
Challenge
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•
Generic success pages treated every journey alike, even though “successful” could mean completed, processing or requiring further action.
•
Critical infos, activation timelines, fulfilment status, tracking and support—was either missing or scattered, leaving customers uncertain after completing a transaction.
•
Existing pages functioned as dead ends, while unrelated promotions made cross-selling feel intrusive rather than useful.
Solution
→
•
Created a state-aware acknowledgement framework for instant completion, processing, action-required and next-opportunity scenarios.
•
Redesigned the information hierarchy to prioritise outcome confirmation, what happens next, essential details and one clear action.
•
Built modular templates for progress tracking, guidance, support and contextual recommendations, enabling consistent reuse across Airtel journeys.
The context
An order placed or a transaction ended.
The customer’s uncertainty didn’t.
Across Airtel journeys, the acknowledgement pages always confirmed the event - transaction, order etc. But often didn’t offer any ensuring clarity, engagement, and continued interaction on helping customers understand what came next.
A recharge, request or upgrade can be technically successful while the user still has questions: When will it activate? Is there anything left to do? Where can I track it? The final screen carried a disproportionate amount of emotional weight, yet behaved like a receipt.
How might we turn
every milestone into a moment of reassurance
every ending into a useful next step?
The research
The same “success” meant
different things in different journeys.
A confirmation page needed to adapt to the customer’s intent, the service state and the amount of follow-up still required.
📍
"I want to get status update on my new Wi-Fi connection. When will it be installed?"
🧾
"I want to receive confirmation after doing a recharge or for my number."
🔗
"I want to know how to activate the offers/benefits I just received?"
🔖
"I want the order ID to track my recent purchase?"
⚠️
"If my service activation taking longer than expected, I want to informed on it and take the next best action?"
📞
"In case of a technical or human error, how do I raise a concern?"
📺
“How do I claim the benefits of OTT’s on the purchase of Postpaid SIM?”
⏰
“I want a quick key action to reschedule the appointment?”
📝
“I want to edit the phone number of key contact person, since the order placed is for my parents?”
😰
"In case, if my payment didn’t go through, I want to seek/ get help quickly?"
✅
" I want clear demarkation of whether or not the payment I did was successful?
📘
“I want to share my feedback?”
The current template page is not solving for the key business need for improving the GAD's and reducing end segment costs. Looking at the key problems at each segment:
✅
Milestone
Lack of clear confirmation causes 12–15% duplicate leads/transactions.
Users can't edit, reschedule, cancel, or share the request ID — no control after submission.
📍
Gateway
42K DTH + 18K Broadband calls just to track orders. 0.8Mn calls from unclear OTT benefit claims.
60% P2P users can't claim family plan addons. Autopay, eSIM, VAS features go undiscovered.
📞
Conversation Point
Missed upsell/cross-sell revenue — users exploring the journey are counted as leads.
No real-time order updates. Users can't resume orders — reliance on calls creates frustration.
What was found
Four gaps made successful journeys feel unfinished.
01
Confirmation without reassurance
A generic success message confirmed the transaction, but not whether the service was ready to use.
02
No sense of progress
For requests fulfilled later, customers could not see what had happened or what would happen next.
03
Important guidance arrived too late
Setup, tracking and support information was scattered outside the moment when users needed it most.
04
Cross-sell felt disconnected
Recommendations competed with confirmation instead of building naturally on the value the customer had just unlocked.
Design strategy
Confirm the moment. Prepare the customer. Then extend value.
People already manage flights, hotels, visas & itineraries. Connectivity is often postponed until three days, or even one day, before travel.
01
Lead with the outcome, not the transaction ID.
02
Show progress only when a journey continues.
03
Make the next action specific and singular.
04
Earn the right to recommend something more.
Buliding a template
Approach on Building the IA
"To allow customers to get visual cue of the action they performed, in terms of status — and then let them complete their key actions first & then provide options for additional services or further discovery of new features"
Social Proof
Next steps
Upcoming
Rewards
Summary of the process
Guarantees
like cancellation
or moneyback
Trust & Security
Support or Help
What’s happening right now
Privacy or Security
Celebrate the
accomplishment
4
Reinforce Trust with Security & Value
If sensitive data is involved, reassure users of the security & privacy of their information. Display trust signals, privacy policy links, and terms of service. Include easy access to customer support or help resources.
1
Confirmation of Action + Social Proofing
Status of reaching this milestone helps validate the user’s success and use of positive language to affirm same. Also, from other users who have reached similar milestones, sense of community & connection.
3
Benefits & More..
If there are any post-success benefits (like a satisfaction guarantee or future benefits), clearly lay them out. This helps mitigate doubts about the next steps and assures them of ongoing support.
2
Next Steps forward and Actions
Briefly outline any immediate steps or stages the user has completed, especially if this is a part of a longer journey. This reinforces that they've gone through meaningful progress.
The Solution
One template, composed around the job left to do.
A user has placed an order for Wi-Fi from the Airtel Thanks App. Thus post the Payment, user moves to Thank you Page. Specifying the Wi-Fi order success, the benefits attached for value realisation.
HAPPY FLOW
Intervention 02
Acknowledgement that
answers “Did it work?”
The first layer makes the outcome unmissable. It pairs a human headline with the most relevant transaction detail, keeping technical information available without letting it dominate.
Intervention 02
A next-step module that explains
“What now?”
When fulfilment continues beyond the screen, a milestone tracker
sets expectations in plain language. Completed, current and
upcoming states use one repeatable visual grammar.
Intervention 02
Relevant value, without hijacking the moment
Cross-sell appears only after the primary task is resolved. The recommendation connects to the action just completed, explains its value and remains visually separate from confirmation.
First
Reassure
Confirm the outcome
Then
Guide
Clarify the next milestone
Finally
Extend
Offer contextual value
Acquisition - Wi-Fi Order
Payment - UPI transfer
Celebrate the accomplishment: Showcasing the real time status of order being placed at the specific details chosen or performed by the user.
Reassuring on the Order details: Giving user the reconfirmation of Wi-Fi order details.
Next Steps call out: Outline the immediate steps undergoing to fulfil the user’s order completion.
Value Realisation: Helping user for claiming their added benefits with order
Building Trust and Help: Include easy access to help with ease of edit & reschedule.
Celebrate the accomplishment: Showcasing the real time status of the UPI transfer being happening the specific details of the amount and person being transferred to.
Reassuring on the payment details: Giving user the reconfirmation of UPI success.
Value Realisation: Helping user with trust of brand value and how quick and easy it was.
Quick Help: Include easy access to help with ease & share payment if required.
Add-ons: Scalability across the different channels abd architecture. How to increase the time-spent and increase the revenue by cross-selling and providing benefits - cash-backs, coupons etc.
Add-ons: How would be encourage users to move forward and how can we cross-sell and have the added value to spend more time on page.
Impact
A reusable ending that works harder for customers and the business.
A better sequence and compact design while slowly revealing information at the correct moments.
Clarity
Customers understand what
succeeded and whether
anything remains.
Continuity
Milestones, tracking and
support become part of the same journey.
Scalability
A shared template helps teams create consistent acknowledgement experiences.
Explorations
Quick bites
People already manage flights, hotels, visas & itineraries. Connectivity is often postponed until three days, or even one day, before travel.
What’s next
The most overlooked screen should shape the final memory.
Our focus on staggered product release remains steadfast, where we will now try to stabilise drawbacks and loopholes caused by external things whole releasing crucial ancillary features.
Explore more work
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