Digital Payments Ecosystem

Creating a digital payments ecosystem for college students by enabling human-centered design in partner organizations

Today, college students in Latin America manage their finances mostly in cash. There are a number of factors that limit the use of electronic payments, that include access to financial services, technical capabilities of sellers and socio-cultural practices that are not well supported by existing electronic payment implementations. A collaboration between several entities, including a top ranked university, financial companies, payment institutions, student organizations and sellers of different types, this project seeks to enable the transition from paper to electronic transactions for college students. This is a multi-faceted problem, that required a design process that aligned strategies of all actors to enable the orchestration of a cohesive experience.

My role
Design Director at Visa—Defined design frameworks | Team management | Design reviews | Workshop moderation

 

Designers working in Project Room: (left to right) Fieldwork photography, inspiration mood board, infographic sketches for research findings, user journey board, research findings board, project planning board, workshop design board with floor plans, components design board, user needs board.

Process

Research Ethnographic-style research that involved students, their families, sellers and college officials.

Design Based on research findings, the design team created a proposed journey for payments, that was sliced in different experience components. Components included student-focused payments savings accounts, peer-to-peer payment platforms, seller terminals, financial literacy training for students, financial risk models, parent-student financial tools, biometric authentication devices, etc.

Workshop Research findings and design rationale were shared with stakeholders in an exhibit style team dynamic, after which the design team ran critique exercises to revise the proposed journey and experience components.

Validation Component concepts and prototypes are tested in projective interviews.

Implementation Components are developed and operated by each partner organization.

 

Designers preparing a gallery walk dynamic to share research results with stakeholders
Stakeholders revising a proposed user journey in a team dynamic
Designer presenting user needs to stakeholders
Design Director presenting proposed experience components to stakeholders

Team

Research Research Lead, four Qualitative researchers
Design UX Designer, Senior UX Designer, Communication Designer, Service Designer
Financial Head of Product, Product Management Director, Product Manager
University Director of Student Relations, Manager of Student Services
Engagement Design Director, Business Relationship Manager