Background
PagSeguro had a complex website with an unclear information architecture

Challenges
Conciliate all the goals and the different stakeholders’ visions.

Goals
PagSeguro had a website that had different communication goals:

  • Communicate all the payment solutions with different kinds of sellers like the ones that sell through online stores and the ones that use POS machines.
  • Explaining and selling the different models of POS machines.
  • Communicate with buyers that find PagSeguro and would like to understand more about the provided services.

Process
Our first step was composed by two task forces: one was to interviews all the major stakeholders as the C-level and some important collaborators, to understand what are the main business goals, the future vision, and the grown perspective. The other task was interviewing our different kinds of users, to comprehend how they saw the services, what kind of questions they usually had and if and how the website was useful.

After understanding how the company is viewed by the inside and outside, we started to plan a new structure. We made some card sorting sessions, with employees and customers, to define a new hierarchy and better labels.

Our next step was an iterative stage where we prototyped a new website and did rounds of users’ interviews to refine the prototype until we observe that we hadn’t any more big problems. So, it was time to start the visual work. Our graphic design team made some options and again, we looked forward to validating internally and with outside clients. New usability tests were made, this time with a high-fidelity prototype.

Changing all the website was a big effort to the company decided to do it in installments.  We designed a plan B, where we could make some gradual changes.

My role
Team lead – helping the team planning the different kinds of research and orienting the prototyping process. Negotiating with stakeholders to achieve the best solutions for business and users.

 

PagSeguro Internet Banking

Background
The PagSeguro Internet Banking is the client panel where the users can see all their historic, both as selling and buying. Other features as complains and refund money, prepaid cards management, easy shipping service, subscription invoices, etc. Because it combines all these resources and features, it was complex to use.

Challenges
The biggest challenge was how we could improve the experience without refactoring everything. We knew the panel had a lot of usability problems but we hadn’t much development time to dedicate to it.

Goals
Our continuous goal was to find better solutions that cost the smallest amount of time to develop.

Process
The main tool for the improvements were the frequent usability tests where we could map the problems and test the solutions before implementation. As we didn’t have a dedicated development team to work on the findings, we needed to focus on the quick and best cost-effective solutions.

Results
A collection of punctual improvements as a better navigation menu, a new panel’s homepage with clear directions for different uses, new sells & purchases historic list, refunds features, and so on. All of these helped to have fewer calls to customer service support.

My role
Team lead – helping the team planning the different kinds of research and orienting the prototyping process. Negotiating with stakeholders to achieve the best solutions for business and users.