Allowing card payments anywhere with a POS app
A case study developed for a UX role in Mercado Pago
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Project type: Procproject
Tools: Miro, figma
01
The challenge
I was invited to participate in a selection process at Mercado Pago (the fintech from one of the largest retail companies in Latin America - Mercado Libre) doing a challenge case for their B2C2C payment solution.
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Since this is only a case, all the product information here was made only for the selection process, and not related to the real product.
"The objective of this exercise is to be able to assess how you develop in a real situation, where Mercado Libre defines the context and the needs of the product"
About the case project
The product is the Mercado Pago POS product, an app that allows you to charge with a credit card through Mercado Pago from anywhere. This app works with a credit card machine that connects to the device via Bluetooth.
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Standard payment flow on Android, consisting of 3 steps:
Generate a new payment > Insert/swipe the card > Finish screen
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A landing page for the release of the product
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Graphics pieces that meet both requirements, with behavior and status specifications, if necessary.
02
Discovery
To a better understanding of the product and market, I started the desk research by taking a look at user reviews on the Play Store and youtube for the POS solutions.
"What is missing is in the calculator is to bring the value of the installment with the tax included, not only the total amount of the purchase with the tax"
Customer feedback on the sumup play store page
Panel with the POS brands from the desk research
Interviews
I conducted some interviews with business owners that receive payments through POS systems to understand their view about the players and how was their selection process
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How do the users choose their POS?
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What brands do they know?
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What are the pains they have with this service?
Insights
Carolinne
Owner of a virtual clothing atelier
Prefers the Mercado pago to use the link as it is easier to use
Found the pagseguro payment link hard to use for the need of the customer's email to create the link.
Laura
Social media manager
What did consider for choosing the POS: Fees, support and especially the design.
Mercado Pago and PagSeguro make sense as they are integrated into the payment platforms.
Yang
Family business manager
Used to have the POS indicated by the bank account manager, but the tax wasn't the best
Pag seguro gives more credibility and safety for the best tax
Livia
Beauty consultant specialist
Doesn't like Bluetooth POS for having an unstable signal
Sumup has the best tax, good equipment and is fast to send the money
03
Prototyping
I started the prototyping phase with the navigation flow to map the user cases and scenarios, such as installment rates.
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Knowing how the flow, was time to do some wireframing, in this case in a paper, to see how the features could be shown.
User testing
The usability tests were conducted with two of the initial respondents (Laura and Yang). For the application, Google Hangouts and the navigable link of Figma were used.
Test goals
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Task success rate and understatement of the app
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Navigation process
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Map pain points and improvments
Navigation Flow from the prototype used in the test
2 min and 30s in average
To finish the task, showing that the navigation and the information was hard to understand
Users were confused
During the screen to choose the installment tax methods
Both finished the task
Beside the doubts, they were able to finish the task
04
Outcomes
After the insights from the user testing, I did an iteration to improve the user flow and the interface itself. As asked from the briefing, I also created a promotional landing page for the product release.
