Anticipation: Research and strategy
Vinicius Duarte
Summary
Digital Merchants rely on Pagar.me’s Anticipation service to get paid faster, bypassing the long wait for installment payments. But a lack of user-centric design led to frustrations to the customers, translating in a high number of support tickets and low NPS.
As a UX researcher, I I mixed different research methods and uncovered the key pain points affecting merchants and provided actionable insights to revamp the service.
Curious how these findings drove impactful solutions for businesses?
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Posted Jul 13, 2022
An in-depth discovery process to understand the perception of retailers who use the service and the stakeholders involved in the process
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