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When we conducted this process looking at the Business account app (PicPay Negócios), we identified several service-related issues in the bank statement. These included discrepancies in information between the web platform and the app, as well as inconsistencies among different file types and some export errors. I conducted qualitative research where I spoke with several sellers and identified needs such as improving the export flow, enhancing transaction findability, providing more detailed information on received sales values, specifying which sales are associated, detailing fee amounts, and outlining receipt timelines. One of the objectives is to assist sellers in managing their businesses by facilitating access to information and transaction values in their accounts
The main challenges in this process were:
- Aligning all technical limitations with the new framework;
- Balancing user preferences with the company's objectives;
- Dealing with recruitment challenges, especially due to the bureaucratic nature of conducting research within a bank.
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The first step of this process involved conducting a team exercise using the CSD tool (Certainties, Suppositions, Doubts), mapping out who the users were and which problems we needed to address based on the team's knowledge.
After gathering information, I structured a research plan to initiate conversations with users. Together with the product and technology team, after analyzing these conversations, we identified several opportunities such as:
- Enhancing the experience within the account statement;
- Assisting with transaction management;
- Streamlining downloads while avoiding errors;
- Providing clearer visibility into future cash inflows and outflows;
- Detailing received sales values and associated fees.
Following this, we progressed through additional design stages including:
- Benchmarking;
- Creating wireframes for validation with the team and stakeholders;
- Developing a high-fidelity navigable prototype;
- Structuring and conducting usability testing;
- Design and business critiques;
- Final adjustments and defining the Minimum Viable Product (MVP);
- Handoff to the technology team, including alternative scenarios, accessibility specifications, and tracking details.
