PIX - Payment Solution
This project was tought and designed after seen many people I know, including members of my family, having the same issues to use the PIX functionality on this specific bank app. I had to teach and help them to make this transactions many times and it has inspired me to try to create a solution.
Product
Pix is an instant payment platform created and managed by the monetary authority of Brazil, the Central Bank of Brazil, which enables the quick execution of payments and transfers. Every bank in Brazil offer the service through their bank app.
This case study is about the PIX functionality from Caixa Economica Federal, a public bank that offers not only ordinary bank transactions but also provide social welfare services countrywide.
Problem
The PIX functionality in the app has many steps and many clicks are needed to send money using it. In addition, the entire process is done on just one screen with scrolling, which for users with any visual inpairment or limited tech nowledge can cause confusion and lead to error.
In the manin screen the user need to click PIX to open the menu. Then click Enviar PIX (send PIX) and again click on Pagar/Transferir/Sacar (Pay / Transfer / Withdraw
User need to
choose the method/ Key
Type the key and ammount to transfer
Choose what type of key (which is not clear that they need to choose something)
Scrowling the user can add a description and choose the date to transfer. After confirming, the page refreshes but comes back to this same screen, already filled to be confirmed again. After this step, the customer need to enter the password to transfer.
Current fluxogram
Chalenge
To create a more intuitive and cleaner version, with less steps for the "Send Pix" functionality.
Product research
According to the fourth edition of the Radar Febraban survey, carried out by Ipespe (Institute of Social, Political and Economic Research) for the Brazilian Federation of Banks, Pix is ​​used by 71% of Brazilians, but the lowest percentage of use of Pix is ​​among people low-income and those with less education. Of those with up to elementary schooling, 53% use Pix, while in the group of people with an income of up to 2 minimum wages, the rate of adhesion to the system is 64%. Among users over 60, the percentage of approval of PIX is 65% while among young people it reaches 99%.
Because Caixa Economica Federal is a public bank and handles the payment of socil welfare and retirement, it has customers in all spheres of society and of all ages, including people with little or no education and the elderly. Many of these customers who have access to PIX have difficulty using digital products.
Competitive audit
By analysing 2 other competitors I could notice that the layout of the other apps are much clearer, making it easy for the users to understand each step. The information are splited in more screens, each screen with 1 part of the process.
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I have requested 2 participants to test the 2 apps bellow and both found it much easier and clear without having to scrow down the page and they felt more secure and confident doing 1 step at a time.
For Nubank you enter the key and the app automactically recognise it, without the need of choosing a type. The favourite contacts are visible in the page to enter the key, so you can just select from the list. Every contact is automactically saved.
Each part of the transaction is done in one screen, where you press continue at the bottom.
For XP you enter the key or choose from a list if you have contacts saved (you can save a contact at this point as well). If you don't have the contact saved you still need to choose the type of key in a pop up.
The next screen you just choose the value and click to enter the password and finish the transfer.
User research
I have done interviews with a few members of my family which have their main bank account at Caixa and use their app to send and receive PIX.
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The interviews were mostly about how they use the app and the pix functionality and how they feel about using it.
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The main complaint was about the many clicks needed to complete the task and the difficulty to understand if the task was complete or not. 100% of the users feel insecure and afraid to click on the screen when they don't understand if a component is a button.
User Persona
Solution
Based on the research and the usability test made in the competitors apps I have suggested a more clean layout and simplyfied process, with a few screens and clicks. This solution was well accepted by the family members I had interviwed before. All of them found the solution simpler and more intuitive. Thei didn't few insecure to finalise the transaction because there is no unecessary steps and they could understand each step.
