Payment Experience Design Strategy within recognized as best global banking app

Site location
Global

Year
2018

Eliminating cash through a mobile payment ecosystem, within the best global banking app.

Challenge
Develop a global design strategy for their payment experience starting with Mexico, Colombia, Peru, Spain and Turkey within the bank´s global app. Aligning ongoing local strategies for key payment use cases, through designing and implementing a common global strategic vision and experience prototypes roadmap for the selected use cases.

Insight
Users struggle to balance their need for security and safe transactions with their desire to digitize their payments and having a seamless and easy experience overall.

Solution
The bank's global vision for a friction-less, global mobile payment experience that considers all key use cases and nuanced local tech and digital realities. We designed the ecosystem, strategy and experience for Central and South America, Spain and Turkey.

This was a complex project due to the diversity of countries involved, technologies being applied, differing local criteria for their strategies and designs, complex cultural context and varied digitalization levels of each country. We decided to approach it from a user's use cases perspective, prototyping solutions for each of them and testing them in their respective markets to validate hypotheses and define a common vision with implementation nuances per country.

The solution was to design several complementing experiences for their payment service, depending on the use case and country. From a QR code web / mobile payment to digitizing physical stores in Mexico and Colombia or a full mobile face recognition payment experience in Turkey and Spain.

Process
We invited leaders from each key country into a 3 days working session in the bank headquarters to define a common vision, select the key use cases relevant for all countries and together co-create solutions with a HCD approach.

We then polished those designs and developed a two-phased design research plan, first to gather further insight into our real users, validating strategic hypotheses through using our initial prototypes as stimuli. Once we gathered user feedback and insight, we decided to fully shift some of the use cases strategies, improve and/o validate some of the designs.

This ad-hoc process design was extremely valued by the bank, having served to gain strategy as well as product user fit knowledge around a theme they had little global direction nor alignment.

This project opened up a whole new way for the Payments team to approach their strategy roadmap for several months and years to come. The process also helped all the remote and global teams to get to work together, know each other, and understand the different approaches taken in each country and learn from each other at the same time that the global headquarters gained authority, respect and needed control over the global user experience.