Foreign decks still draw Thai checkout as “card or cash.” That drawing wastes a critique. The queues we are allowed to describe — public booking flows, grocery clones, and residencies under NDA that we can only generalise — keep producing the same extra cells: wallet select, PromptPay QR, bank-app hop, OTP, amount confirm, success toast that sometimes lies.
None of this is a national personality. It is infrastructure meeting interface. If your analytics taxonomy calls all of it “payment,” Screen Flow Analytics will disagree. Those are screens. People leave between them.
OTP as a place, not a delay
Teams often file OTP under “friction.” Friction is a mood. OTP is a screen with a countdown, a resend link, a keyboard, and sometimes a SMS preview covering the field. In Mobile Transition Lab we give it its own cell. When the SMS preview covers the input, the next cell is accidentally the home screen. Your funnel will not say that.
The extra “are you sure?”
Several Thai-language commerce flows insert a confirm amount step for some banks and not others. If that step appears only after a wallet hop, it will look rare on a heatmap and fatal on a grid. We have watched sessions treat the toast after a failed confirm as success, close the tab, and assume the order exists. Support then inherits a queue the product team never drew.
Bilingual labels that swap order
When a screen offers Thai and English labels in different visual order — primary button on the right in one language, on the left in the other — tap order changes. Recordings that ignore language setting will invent a fake pattern. Annotate the language cell first. It is unglamorous. It prevents a silly insight.
If you want practice material, Queue Grid Method includes a public booking flow with PromptPay. Bring your own recordings if policy allows. Do not invent a “Thai user” persona to skip the grid.