Payment Methods Improvement
Redesign of the payment method selection experience in the Aviva app: renewed summary card, granular bank (BBVA/SPEI) or store selection for cash payment, contextual validity information, and an optimized payment slip.
- Company
- Aviva Crédito
- My Role
- Product Designer
- Period
- Apr 2025 – Jul 2025
Targets & expectations
Tracking metrics: % successful method selection, BBVA/SPEI/cash distribution, slip generation rate, % cancellation by type, reduction in failed payments due to incorrect or expired slips, % usage of payment point locator.
Problem
The payment section lacked sufficient client control: only 2 options (transfer/cash) without clarity on differences, no granular bank/store selection, no slip validity information, and a reduced tap area on the main button.
Research
Research showed clients couldn't differentiate between payment methods or select a specific store for cash payment. Slips expired without notice and the team had no visibility into method distribution (BBVA vs SPEI vs cash). KR: Extend payment network to reduce costs.
Solution
5 redesigned use cases: payment CTA in Home, summary card with late payment status, granular selection (BBVA/SPEI or specific store), payment slip with nearby payment points map, and validity alerts. Analytics events across the entire flow.
Learnings
- Selection is not trivial: Letting users choose between BBVA and SPEI, or between specific cash-payment stores, required a new backend API contract. What looks like a UI change is often an infrastructure improvement.
- The payment slip is the minimum product: Customers want to know exactly how much, where, and when. Putting all the information on a single screen — not in separate steps — was the most important design decision of the project.
- Validity as anxiety: Customers didn't know that slips expire. Adding a visible expiration warning reduced the anxiety of 'can I still pay with this?'.