The one where I designed a bill paying solution for digital businesses

If you're in a rush, here’s a summary 👇🏽

Ecommerce merchants had extra work and cost moving their money from their payment solution account to their bank in order to pay bills. I worked as the main designer to incorporate a bill paying solution into the existing payment platform, enabling them to easily streamline their payments and save money on transfer fees.

Ecommerce merchants had extra work and cost moving their money from their payment solution account to their bank in order to pay bills.
I worked as the main designer to incorporate a bill paying solution into the existing payment platform, enabling them to easily streamline their payments and save money on transfer fees.

Ecommerce merchants had extra work and cost moving their money from their payment solution account to their bank in order to pay bills. I worked as the main designer to incorporate a bill paying solution into the existing payment platform, enabling them to easily streamline their payments and save money on transfer fees.

Context

Pagar.me is a payment service provider that allows e-commerces and marketplaces to sell online with security and stability.

The company's aim is to become a complete financial services platform for businesses and offer a complete banking experience on top of the existing payments solution.

Opportunity

Smaller e-commerce merchants showed a preference to have multiple financial services packed into one platform rather than using different solutions at the same time. With that in mind, the overall hypothesis here is

IF we provide a bill-paying solution on top of the existing payment platform, THEN we are going to optimize the user's financial routine by cutting operational work and costs.

We can quantify the success of this hypothesis by tracking the churn rate, or, in other words, by retaining more active users.

Approach

Generative research

There were a lot of open questions about the subject, which led me to conduct a round of qualitative and quantitative research.

The objectives of this research were:

- Explore the main banking needs of Digital SMBs.
- What alternative solutions they currently use to meet their banking needs.
- Identify problems and frictions they encounter in using these alternatives and their suggestions for improvement.
- Understand which services digital SMBs use the most in their financial management routine.

Summary of the user survey

User interview insights categorized

Benchmarking

I analyzed and documented the bill payment experiences of several financial institutions to learn their strengths and weaknesses.

First iterations and user testing

After learning the main use cases I started to brainstorm a few solutions and get feedback from the team. After a few iterations I decided to test my solutions with real users

Key findings from usability testing

Major points that stood out from the test sessions

Show balance before and after payment

Show which user performed the payment

Allow users to add a description to the payment

See full prototype

Outcome

By streamlining the payment process with an intuitive interface and user-friendly features, the app made bill management more convenient and accessible.

With a centralized experience and secure payment options, users could have an easier finance management routine with accurate reports and fewer interbank transfers. As a result, users experienced greater ease and efficiency, leading to higher retention rates.

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