Safety PIN 开通流程原型
画面缩放
适应
100%
需求背景
- 功能
- Safety PIN 4/16 上线，6/11 全量。被逼付款时输入它代替支付 PIN：付款失败、账户立刻冻结，安全团队静默收到报警。
- 起因
- 9 月使用量激增，有用户一天冻结 10 多次。9/8 笃耀要求做电话回访，查清高频输入的原因和真实意图。
- 回访
- 9/11–9/22 客服电话回访：名单 207 条，成功问卷 25 份。
- 目的
- 减少把 Safety PIN 当日常密码导致的误锁，同时不削弱真被胁迫时的保护。
调研核心结论
207回访名单
25成功问卷
8 份 · 32%分不清 PIN
4.26满意度均分
- 1分不清 PIN（最核心）把 Safety PIN 当成支付 PIN、卡 PIN 或登录 PIN。有人忘了支付 PIN 就拿它去试，有人以为付款时也要输它。
- 2不知道输了会锁4 份问卷明确说事先不知道会冻结账户，也有人反映屏幕提示看不懂。
- 3锁了不知道怎么恢复有人被锁后反复重试，直到找客服；有人进 Safety PIN 页面是想解锁。
三个痛点一环扣一环：分不清 PIN → 误输被锁 → 不知道怎么办。理解错的人照样打 5 分，满意度不能当「改好了」的标准。数据为客服整理的回访记录，样本小，不能推算全体用户。
主流程
① 介绍页
9:41
Safety PIN
Forced to pay? Enter your Safety PIN. It silently locks your account so your money stays safe.
0:45
How Safety PIN works45s · Watch before you turn it on
Scenario: Armed Robbery
Forced to transfer money? Use your Safety PIN.It looks like a successful payment to the robber, but instantly locks your account.
01Robber demands a transfer
02Enter Safety PIN instead of Payment PIN
03Account freezes, funds locked
The robber has no idea. It looks like a normal transfer.
How It Works?
Instant FreezeLocks your account immediately
Silent Security AlertOur team is notified without alerting the robber
48-Hour Safety LockStops anyone from forcing you to unfreeze it
Enable Safety PIN
→点 Enable
② 情境题 1
9:41
Enable Safety PINCheckSet PIN
Quick check · 1 of 2You're buying airtime for yourself. Which PIN do you enter?
Payment PINSafety PIN
Card PIN
Login PIN
Correct. Use your Payment PIN for everyday payments.
Next
→Next
③ 情境题 2
9:41
Enable Safety PINCheckSet PIN
Quick check · 2 of 2What happens when you enter your Safety PIN?
The payment goes through as normal
The payment fails and your account locksOPay Support can unlock it right away
Correct. The payment fails and your account locks for 48 hours. Only use it when you're in danger.
Continue
→Continue
④ 设置 Safety PIN
9:41
Safety PINSet Safety PINMust be different from your Payment PIN
Set Safety PIN
Confirm Safety PIN
Confirm
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→开通后
⑤ 管理页
9:41
Account Protected
Safety PIN is active. Use it instead of your Payment PIN during a transfer to lock your account.
1Days Protected
0Transactions Protected
Your Safety PIN
Disable
Change
For everyday payments, keep using your Payment PIN.In danger? Use your Safety PIN. It locks your account for 48 hours.
0:45
How Safety PIN works45s · Watch again
Status
Protection ActiveEnter your Safety PIN during a transfer to freeze your account
Security Alert OnSilently alerts our security team when you use the PIN
48-Hour Safety PeriodAfter a freeze, no one can force you to unfreeze it for 2 days.
情境题 · 选错
情境题 1
9:41
Enable Safety PINCheckSet PIN
Quick check · 1 of 2You're buying airtime for yourself. Which PIN do you enter?
Payment PIN
Safety PIN
Card PIN
Login PIN
Not quite. Your Safety PIN is only for when someone forces you to pay. Entering it here would stop the payment and lock your account.
Try Again
选 Safety PIN
9:41
Enable Safety PINCheckSet PIN
Quick check · 1 of 2You're buying airtime for yourself. Which PIN do you enter?
Payment PIN
Safety PIN
Card PIN
Login PIN
Not quite. Your Card PIN is for ATMs and POS with your OPay card. In the app, use your Payment PIN.
Try Again
选 Card PIN
9:41
Enable Safety PINCheckSet PIN
Quick check · 1 of 2You're buying airtime for yourself. Which PIN do you enter?
Payment PIN
Safety PIN
Card PIN
Login PIN
Not quite. Your Login PIN is for signing in to OPay. To pay, use your Payment PIN.
Try Again
选 Login PIN
情境题 2
9:41
Enable Safety PINCheckSet PIN
Quick check · 2 of 2What happens when you enter your Safety PIN?
The payment goes through as normal
The payment fails and your account locks
OPay Support can unlock it right away
Not quite. Your Safety PIN stops the payment and locks your account for 48 hours. No one can unlock it early.
Try Again
选「照常付款」
9:41
Enable Safety PINCheckSet PIN
Quick check · 2 of 2What happens when you enter your Safety PIN?
The payment goes through as normal
The payment fails and your account locks
OPay Support can unlock it right away
Not quite. No one can unlock it early, not even OPay Support. Your account stays locked for 48 hours.
Try Again
选「客服能马上解锁」
其他状态
设置 Safety PIN · 报错
9:41
Safety PINSet Safety PINMust be different from your Payment PIN
Set Safety PIN
Cannot be the same as your Card PIN
Confirm Safety PIN
Confirm
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和卡 PIN 相同
9:41
Safety PINSet Safety PINMust be different from your Payment PIN
Set Safety PIN
Cannot be the last 4 digits of your phone number. It's too easy to guess.
Confirm Safety PIN
Confirm
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用了手机号后四位
管理页 · 24 小时等待
9:41
Account Protected
Safety PIN is active. Use it instead of your Payment PIN during a transfer to lock your account.
1Days Protected
0Transactions Protected
Your Safety PIN
To ensure the safety of your funds, viewing, modifying, or disabling your security PIN requires a 24-hour waiting period. Please perform these actions after 24 hours.
23h 57min 35sFor everyday payments, keep using your Payment PIN.In danger? Use your Safety PIN. It locks your account for 48 hours.
0:45
How Safety PIN works45s · Watch again
Status
Protection ActiveEnter your Safety PIN during a transfer to freeze your account
Security Alert OnSilently alerts our security team when you use the PIN
48-Hour Safety PeriodAfter a freeze, no one can force you to unfreeze it for 2 days.
点 Change / Disable 后