MERCADO PAGO
We created Card Insurance for Mercado Pago users in Brazil, our biggest market, and later tailored it for Mexico. Our main goal was to enhance the user experience in purchasing, managing, and utilizing the Card Insurance product. Collaborating with Cardif enabled us to uphold top industry standards and best practices for the insurance product.
Asigned role
SSr. UX Designer
Team
3 Designers + 1 Content + 1 Project Leader
1 Technical Leader + Developer team
1 Product Manager
Timeline
Sept. 2021 - Jan. 2022
Tools
Let's star the journey with some information
Streamlining the insurance launch in Mexico
I joined the Brazil project's final leg, focusing on high-resolution screen assembly in Pandora for a smooth handoff to developers. This project harnesses our Brazilian experience to launch our first insurance product for Mexico.
Mexico experience
To ensure compliance with CNSF (National Insurance and Finance Commission) regulations, we'll initially introduce the Card Insurance product within the card unlock flow. Customers will file claims directly with the insurer through a designated 0800 number or URL.
Insurance
Our digital account insurance goes beyond just card protection for Mercado Pago (MP) or other banks. It also covers Mercado Credito, a comprehensive financial solution offered by Mercado Libre.
Aligning with market demand
In Mexico, card insurance is a widely sought-after product offered by most issuing banks. Our solution caters to this established market need by providing digital account insurance that protects users' cards and financial products within the Mercado Libre ecosystem.
Benchmarking
Customer Platform (Web & App)
Interdisciplinary Collaboration
Information Architecture
Product Strategy
Prototyping Tools | Figma
Team talk (Presentation)
Usability Testing
User Flow Design
User Persona
User Research | Interviews
Visual Design Principles
Wireframing | Figma
Kick-off & goals
The credit card insurance project at Mercado Libre represents a strategic initiative aimed at bolstering the value proposition of the digital account, generating additional revenue, and enhancing the overall user experience. Through a combination of business-centric and user experience-focused approaches, we aim to achieve the established objectives and maximize the positive impact on the company's credit card business.
In Brazil, we integrated into the physical card unlocking flow.
Users
These user personas represent potential customers for the credit card offering in México 🇲🇽. Guadalupe, with a formal job and moderate income, may seek additional financial services such as a credit card for convenience and security. LoLo individuals, operating within the informal sector with modest sales, could benefit from a credit card tailored to their specific financial needs and preferences.
Our main objective is to target users of Mercado Libre Mexico (MLM) who actively utilize Mercado Pago's Digital Account and possess a Mercado Pago Card, particularly the Mastercard Debit variant.
This user segment represents a critical part of our audience, as they demonstrate a preference for digital financial solutions and are familiar with the Mercado Pago platform. By focusing on this specific demographic, we can offer financial products and services that align with their needs and preferences, providing them with a more comprehensive and convenient banking experience within the Mercado Libre ecosystem.
Sketches of the offer page and communications. The content is mixed in Spanish/Portuguese since Marce, the content manager in charge, is from Brazil and often found it easier to create content primarily in Portuguese.
Next steps
From the UX team, we crafted a plan of action. We began by mapping out the diverse touchpoints critical to our user experience journey, ensuring we covered every interaction point comprehensively. Subsequently, we engaged in detailed discussions with our legal counterparts, carefully navigating through regulatory requirements and compliance standards to safeguard both our users and our platform.
Our collaboration extended further as we convened multiple meetings with our insurance partner, Cardif. These sessions were instrumental in delineating the precise coverage options we would soon be extending to our valued users. Through in-depth conversations and negotiations, we were able to tailor insurance offerings that align seamlessly with our users' needs and expectations, ensuring comprehensive protection and peace of mind.
Furthermore, we liaised closely with our development team, aligning on the necessary next steps to seamlessly integrate these insurance features into our platform. This involved intricate coordination and planning to ensure a smooth and intuitive user experience upon implementation.
Organise the Figma
Alongside my content partner, we dove in and organized the file that would later serve for delivery. Working together, we ensured everything was in place, ready to be delivered efficiently. It was a collaborative effort that showcased our commitment to excellence and impeccable coordination.
Final thoughts
My deepest gratitude goes to Marce, my content partner, who served as an exceptional leader throughout this initiative. Her tireless dedication, boundless creativity, and ability to motivate the team were truly inspiring.
Marce's commitment to excellence pushed the entire team to strive for the best. Her unwavering focus on teamwork fostered a collaborative environment that fueled our success. Marce's contributions were invaluable, and we could not have achieved this without her. Thank you, Marce, for being a guiding light on this project!
