Batch Payments

Journey modernization

Goal

Redesign and modernize the batch payments journey, considering the established standards of other user journeys in the bank. The redesign considered the current pain points of end customers.

Problem

Usability and navigation do not follow the bank’s modern standards, resulting in confusing and non-intuitive journeys. Additionally, the product uses very unclear terminology, with highly technical language. All of this negatively impacted the customer’s perception.

Solution

The project was deprioritized and, therefore, was not completed. However, the next steps would have been: conducting a test of the new flow with users to gather their feedback on the new experience, especially evaluating whether it met their needs, considering the previously identified pain points.

My Contributions

Mapping of the entire existing journey – "as is"
Benchmarking
CSD Matrix (Certainties, Suppositions, Doubts)
Journey mapping based on each use case
Pain point mapping through customer service feedback
User Journey
Prototype (including a design critique stage)
Report based on the process and next steps

Process

Benchmarking
Customer pain point analysis based on call center insights
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The benchmark was conducted with direct competitors and with players known for having a good file submission journey. We considered previous internal research, feedback from the internal product team, and insights from the customer call center.
We analyzed the following players: Agendor, Mailchimp, Shopify, and Bradesco.

Main customer pain points:
- Lack of visibility into all errors in the file submission;
- customers need to call the support center to find out.
- Need to call the support center to register an email address to receive status updates on the submitted file. - - Need to repeat the entire process from the beginning after completing a test submission in order to make an official submission.
- Difficulties understanding the file format templates.

Process

User Journey
Journey map based on use cases
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The user journey was based on the current experience ('as is'), not the 'to be' model, but it allowed us to identify gaps for the future 'to be' journey.
The journey map was divided into three main stages: pre-file submission, submission, and post-submission.
Within each stage, there is a defined objective, a set of tasks, and corresponding use cases.

Process

Prototype

The prototyping was carried out and validated with the team during the sprints. In addition, a design critique was conducted in collaboration with the bank’s design team, aiming to further enhance the experience design.

Batch Payments

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