Project Presentation Camila Tavares Minha Conta app // Context Before: PagBank App Launch Year: 2018 - 2019 Where: PagSeguro Internet S.A. Main Goal: empower merchants and consumers with a friendlier (and lighter) digital platform. Some of PagSeguro users faced significant issues while using the Minha Conta app. To list a few: the onboarding process was complicated to understand; After: some users didn’t have a bank account (some due to indebtedness that oficially halts them to do so[1]); and connection stability issues (in Brazil, network coverage still needs improvement, mainly regarding non-urban areas [2]). Source: [1] https://fairfinanceguide.org/ffg-international/stories-of-change/2019/overcoming-over-indebtedness-in-brazil/ [2] https://www.opensignal.com/reports/2018/01/brazil/state-of-the-mobile-network Minha Conta app // Course and Key Players Although there’s no simple solution, the main goal was to tackle issues regarding user knowledge and new features. Throughout the project, the tone of voice was reworked (meaning that every piece of text was remade to fit into the user’s profile), the UX flow was cut down to fewer steps, and complicated tasks (such as security validations) were now shown with rewards rather than User Researchers Developer UI Me! Product Owner the characteristic of being just a task. Monthly schedule involving interface building, user research and front and back-end developing. During Sprint sessions - 5-day meetings where Design and Developing teams gathered to benchmark onborading flows and rethink UX flows; Through prototyping, screen sharing and daily meetings - with Sketch app and Axure, it was made possible to review the flows and tone of voice. Minha Conta app // Style Guide The current Pagseguro Style Guide was still in research stage. The project had to be built using the 2017 overall Design System. Interestingly enough, PagSeguro’s official font family remains as UOLFont. E-mail validation interfaces. Built with Sketch app. Minha Conta app // My roles As an intern, this project had me learning the most about UX and UI in the shortest schedule. But still, I wanted to get in touch with user perception, as they’re the ultimate decision makers when it comes to the app reception. What I did about that? I’ve decided to take part in Usability Tests that were conducted in collaboration with Saiba+ - Excerpts of comparisons between what an user said and done. Prototype. Built with Axure. Written in Apple Pages. I’ve also made this illustration! a company from the Grupo ZOLY, a known group in User Research. Throughout the tests, I’d write down every behavior detail about any user during their tasks. Also: I’ve operated at building interfaces (from user flow) at Sketch, helped preventing mistakes by analyzing [Behavior: the user found it hard to [Opinion: the user said they enjoyed get through the “Redeem Prepaid the app, and felt safe and sure through Axure prototypes, tagged along and documented Card” flow. They were also confused the proposed tasks. Compared to usability tests and take a “sample” of these. about service fees] their behavior, that shows they display insecure behavior, recquiring a clearer tone of voice.] Pagbank app // Measures and Major Results Pagbank also kept it’s leading position in digital distribution platforms The new digital account app, renamed Pagbank, was released May 2019. Thanks to this product, PagSeguro earned more than 1.3 million active users in a 6-month span [1], and had it’s market expanded 14-fold[2]. 4.8/5 367K reviews As of December 2019, PagSeguro’s digital account remains the top of mind position in Google search, beating Nubank’s NuConta[3]. Up to this date, PagBank launched new features, such as: PagBank’s Certificate of Deposit (a type of investment 4.5/5 known for their safe and fixed income); QR Code payment; 559K reviews and the possibility of tax payments, like IPVA (yearly tax over vehicle property)[3]. Source: [1] In June 2019, there were 1.4 million active users. In December of the same year, the amount totalled 2.7 million. Source: https://investors.pagseguro.com/corporate-profile/default.aspx , in 2Q19 and 4Q19 documents. [2] See 2Q19. [3] See 4Q19. Afterwards // My perspectives What I’ve wanted to do more: At taking a deeper dive into earlier stages (mainly at Discovery); At learning more about UX processes (such as User Flows, Sitemapping and A/B testing). What I’m doing about that: Saved and kept some data to future and keener studies; And, beginning at late April 2020, I’m starting my MBA studies in UX and Information Architecture at Faculdade IMPACTA de Tecnologia. I expect to learn how to take part in more stages at the Double Diamond - such as User Research and Focus Groups. At the end of this current challenge, I’d have sharpened my skills about getting to know the user - the stakeholder with the utmost importance in any project. Thank you for reading! :) Waiting for the next contact! +55 11 963416330 design.ctsjc@gmail.com www.linkedin.com/in/ctsjc/
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