Case study

Recycle and Earn

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.

Key problem

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

Proto-journey

User flow

Design solutions

Access to the flow via contextual banner and “Maquininhas PagBank” card

Clear and objective onboarding

Explanation of how the return process works

Home screen with available and recovered terminals

Internal research

Summary with cashback information

Follow-up screen and quick access section to other app services

Delivering the solution

Presentation to squad

Presentation to stakeholders

Refinement with developers

Hand-off and Design Review

What would I do differently

CSD matrix with stakeholders and developers

Naming research with consumers

Usability test before development

Metrics tracking plan

Work

Case study

Recycle and Earn • PagBank

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