MERCADO PAGO
Launching a new digital account insurance product across Brazil and Mexico.
Launch
Insurtech
B2C
Overview
Card Insurance is a digital account protection product for Mercado Pago users, covering not only card protection but also Mercado Crédito and other financial products within the Mercado Libre ecosystem.
After launching in Brazil — Mercado Libre's largest market — the team set out to adapt the product for Mexico, where card insurance is a widely adopted offering among issuing banks, working alongside insurance partner Cardif to meet industry standards.
Client
Mercado Pago
Duration
5 months
Asigned role
Mid. UX Designer
Industry
Fintech
Year
2021/22
02
Solution
Designed the purchase, management, and usage experience for the insurance product, integrating it into the existing card unlock flow to meet regulatory requirements.
Goal
Improve the experience of purchasing, managing, and using Card Insurance, balancing business goals (additional revenue, stronger value proposition for the digital account), UX goals, and sales goals — while complying with CNSF regulatory requirements in Mexico.
Process
I joined the Brazil project in its final stage, focused on assembling high-resolution screens in Pandora for a clean handoff to developers — experience that fed directly into the Mexico launch.
For Mexico, the team mapped the key touchpoints across the user journey, worked closely with legal to navigate CNSF compliance, and held multiple sessions with Cardif to define coverage options tailored to two core user segments: Guadalupe, an underbanked but formally employed user open to added financial protection, and LoLo, an informal seller looking for accessible, affordable financial products.
To meet regulatory requirements, the team planned to introduce the product within the existing card unlock flow, with claims handled directly by the insurer via a dedicated phone line or URL.
Solution
The Mexico proposal extended the card unlock flow to introduce the insurance offer at a natural point in the user journey, with sketches for the offer page and supporting communications developed collaboratively with the Brazil-based content team.
Alongside my content partner, I organized the Figma file for handoff, documenting every sketch, decision, and piece of relevant context to ensure a transparent, well-structured delivery to development.
Impact
The project delivered a complete, documented design package ready for development handoff, directly leveraging the experience and design patterns validated during the Brazil launch. By embedding the insurance offer within the card unlock flow and aligning closely with legal and Cardif from early on, the team reduced the risk of compliance issues later in development — setting up the Mexico launch to move forward on solid footing.
Reflection
This project really came together thanks to my content partner Marce, who led the initiative with a level of dedication and team spirit that made the whole experience genuinely enjoyable to be part of. Her focus on collaboration set the tone for how the team worked together, and I'm grateful to have been part of it.