Case study
Overview
Payment terminals recovery functionality with cashback offer for PagBank customers.
Plataform
PagBank app
Duration
4 weeks
My responsabilities
- UX research and data analysis
- Design and prototype
- Presentation to stakeholders
- Hand-off and Design Review
Squad
1 Product Owner, 1 Front-End, 4 Back-Ends, 1 Q.A.
Tools
Figma, Miro and Jira.
More than 1,4MM of payment terminals without transactions for more than 6 months
Business goals
1
Recovery of at least 5% of payment terminals
2
Reduce costs generated when selling new terminals. Savings of 1M in one year
3
Promote the use of the PagBank app
4
Promote the use of other app services and products
My design process
Kick-off
Scoping and planning
Discovery
Desk research and benchmark
Define
Proto-journey and user flow
Ideate
Design solutions and prototype
Delivery
Solution presentation, Hand-off and Design Review
Kick-off Meeting
Defining scope and business objectives, raising hypotheses, doubts, identified pain points, etc.
Main questions
Are customers interested in returning the machines?
Will customers use PagBank to request a devolution?
What naming to use for the functionality?
Desk Research
Internal and external data analysis
70%
of respondents are interested in reselling the inactive terminals
Source: Internal research - 2022
Cashback is the loyalty mechanism most valued by Brazilian customers
Source: Ebit Nielsen - 2022
Benckmark
Competitor analysis
Insights
Getnet, Stone and Sumup make the functionality available to selected customers only.
Analysis of similar products
Insights
Social responsability
Simple and intuitive flow