Payment Flexibility

I identified an opportunity to improve the payment flow via Pix with a grace period. The hypothesis was that the current experience was not clear enough for the user when making a decision, and that a reorganization of the way information was presented could make the flow more transparent and increase user confidence before payment confirmation.

Motivation

Hypotheses

• Customer understanding: Validate whether users clearly understand the consequences of postponing the first installment payment.

• Mental model: Identify whether the order of the information displayed matches the customer's decision logic.

• Transparency: Test which Grace Period approach conveys greater clarity and trust to the user.

I worked in collaboration with the Research team to structure the test, together we aligned the script, defined the hypotheses and organized the collection of the participant base. The choice for unmoderated testing in Maze was intentional: we wanted to observe spontaneous behavior at scale, without the influence of a moderator. We ran two samples on different dates from July 19th to 21st and August 1st to 5th, to validate the consistency of results between groups.

2,000 participants — Tool: Maze — Unmoderated usability testing

Planning

We divided participants into 3 groups with random characteristics, each exposed to a different version of the flow. Each group received an email with an interactive prototype of their version and answered the same questions, ensuring comparability between groups.

What was tested

The three versions differed mainly in the order and visual weight of the deficiency and installment information.

The control version maintained the original flow, without changes to the information hierarchy.

Version A anticipated the deficiency information before choosing the installment plan, but generated high cognitive effort, the user needed to process the deficiency before being able to make the installment decision, which fragmented the reasoning.

Version B reorganized the entire hierarchy: it placed the installments and the grace period together, so that when selecting the number of installments and the payment start date, the user could see in real time the impact of their choice on the final value. The decision became an experience of cause and effect, clear, connected and unambiguous.

• Users preferred to choose the current or next month, demonstrating that Pix is ​​used for immediate, non-emergency needs.

• Many tried to interact with the installment payment screen, even when it wasn't part of the task.

• Installment payments proved to be central to users' decisions, reinforcing the need to give this step more prominence and flexibility.

The test allowed structuring tasks, collecting data and analyzing user interactions remotely, highlighting the importance of prioritizing critical processes, such as installment payments and grace periods, which directly impact user decisions. It also highlighted the need to focus on behaviors and intentions, map global patterns to ensure consistency and scalability, and reduce cognitive load through iterations based on real data to create clearer and more reliable solutions.

Result

Version B was the one that performed best among the three groups. It had a higher completion rate for the main task and generated less hesitation in the grace period, users arrived at payment confirmation with more clarity about what they were accepting. Based on these results, the main adjustment forwarded to the product team was the reorganization of the information hierarchy in the payment flow, highlighting installments before the confirmation stage.

For confidentiality reasons, the project's visual materials are not publicly available in this case.