Future of digital payments
* Unfortunately, since the project is confidential because of the client's contract, it isn't possible to share details about the design deliverables. If you have any questions about the process or any particular aspect of the project, let me know.
About the project
This project was for a major global retail company with physical and online stores, focusing on its Mexican market, one of the top retailers in the country and worldwide.
The goal was to define the future of payments in both their physical and online stores, considering technical limitations, user needs, innovation, and the company’s long-term vision.
Role in the project
UX researcher (quantitative & qualitative) and UX designer. The team was composed of 3 UX designers, including myself.
Biggest challenges
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Competitive analysis of digital payments. We researched fintechs, banks, and online/physical stores to compare their features, benefits, reward programs, and loan offerings.
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Global trend research. We conducted an in-depth study of digital payment systems in India and China to identify key insights.
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User interviews with low-mid tech savviness. A major challenge was that many users preferred using cash and had low trust in banks, making it harder to introduce digital payment solutions.
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Aligning stakeholder and user needs. Interviews with both groups revealed a gap between business goals and real user expectations, requiring careful negotiation.
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Prototyping digital payment solutions. We designed proposals and prototypes based on key research findings to present viable options.
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Balancing innovation with feasibility. While China showcased advanced solutions, we had to adapt ideas to realistic technical limitations for our target market.
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Addressing infrastructure and trust issues in Mexico. The project was intended for the Mexican market, where infrastructure challenges and a lack of trust in digital systems made it difficult to implement such solutions.
Chosen solutions
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Our proposals combined key user research findings with real user needs, resulting in short-, mid-, and long-term plans for the client’s app evolution.
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To ensure alignment, we conducted regular reviews and presentations, keeping the client engaged and expectations clear.
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We also used various debrief methods, which helped guide the next steps, refine priorities, and identify areas needing further research.
Outcomes and lessons learned
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We developed short-, mid-, and long-term plans to help the client establish a solid digital payment method in Mexico. As part of this, we proposed an MVP solution: a QR code payment system for their online and physical stores, streamlining the checkout process. The client launched a pilot program with this solution, and it is currently being used in some of their online stores, resulting in an improved customer experience and user satisfaction.
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The proposal was based on in-depth user research, which explored digital payment habits, cash reliance, trust in banks, shopping habits, and why customers prefer shopping at our client’s stores. We also analyzed market and business needs, along with case studies from India and China.
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Although the client already had a digital payment system, it was limited to adding funds and using them exclusively in their stores. While it included a rewards program, it lacked broader usability. The QR code solution aimed to expand its functionality and improve the user experience.
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Key Takeaways
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Aligning stakeholders is crucial. Different teams have different visions, so keeping everyone on the same page makes a huge difference.
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Innovation isn’t always the answer. The most disruptive idea isn’t always the best—understanding your users and market is what truly drives success.