Pagar.me is a market-leading payment solution in Brazil that allows e-commerces of all sizes to sell online with safety and stability.
Paying in installments is a very common practice in the brazilian retail market, 75% of credit card users responded that they are used to making purchases in installments. When the buyer chooses to pay in installments, the merchant will receive the money from the sale in installments in 31, 61, 91 days according to the number of installments of the purchase.
However, many e-commerce and marketplaces need to receive their sales in a shorter period of time. For that reason, Pagar.me offers the Anticipation service that allows merchants to receive in advance future receivables upon payment of a anticipation fee.
This anticipation can either be programmed automatically, or requested punctually according to the merchant's needs.
Pagar.me’s anticipation service was built from a mostly technical perspective and never had a user-centric approach or a product team focused on coordinating its lifecycle. As a result, it presented several indicators of user disappointment and operational inefficiency.
<aside> ❌ 👉🏼 2nd largest reason why users reached support in 2021 👉🏼 4.9k support cases in 2022 👉🏼 Net Promoter Score -57
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In order to come up with a plan to turn this situation around, I started an extensive and in-depth discovery process to understand the perception of merchants who use the service and the internal stakeholders involved in the process and identify key improvement opportunities.
Anticipation involves several different departments of the company such as Risk, Sales, Customer Success and Pricing. Because of this, the discovery process was structured to include not only end users (ecommerces owners and managers), but also all these stakeholders.
The broad questions we aimed to answer were: