Pix Itaú
Help building a whole new way of paying, transferring and charging during the pandemic
Overview
Pix is a system of instant payments/transfers by Brazilian Central Bank created in 2020. All banks and financial institutions were obligated to implement by the rules and suggested by BACEN. With Pix transfers are now free of charge and instant, 24/7.
With the pandemic and digital rising, growth of up to 80% in the use of digital channels during the pandemic and 78% of consumers have eliminated or reduced the use of cash, made part of the current scenario.
To use Pix, users must register what is called “chave Pix” - like a code that you share instead of your account number. It can be a phone number or a e-mail, for example.
Users can also generate and share a QR code to recieve money from others.
My Role
I was an UX Designer in Itaú Empresas product located in war room team with other designers.
The Challenge
Follow rules proposed by BACEN and monitor its updates in monthly committees during the 2020 pandemic and adapt to Itaú’s reality and users understanding.
Main flows: register and manage Pix code, transfer, charge.
Scope
Follow ups with stakeholders, coordinate consistence between products and teams, UX/UI, user research
Process
Guided by some objectives, we went by what we already knew and started user research.
We spoke to approximately 450 users, we took as main learning:
- All the new concepts (like ‘chave Pix’) we’rent clear at the time
- Likes one decision at a time when using the flow
- Appreciates the fact that is a free product (not for companies)
- Some sellers would like to print the QR code to charge costumers at their store
Some results
Pix is extremely popular in Brazil. By November 2020, Itaú held more than 37% of the total Pix transfers received (other banks had around 15%).
According to Brazilian Federation of Banks (Fenabran), Pix is nowadays (2023/2024) the most used payment method in Brazil.
