Project summary: I designed a centralized payments hub for Santander Brasil’s mobile banking app, used by millions of customers. The solution reorganized fragmented payment flows and introduced a single input field capable of interpreting different payment methods, inspired by Pix behavior. This new structure became the main entry point for payment interactions in the app and a foundation for future product improvements.
The problem
Santander Brasil’s mobile app offers several payment options, but these services were spread across different flows and product areas.
As a result:
• users often struggled to find the correct payment option
• the differences between payment methods were not always clear
• the experience felt fragmented compared to other players in the market
At the same jnjn, the rapid growth of Pix changed user expectations, as customers started expecting faster and simpler payment interactions.
Since payments are one of the most frequent interactions between customers and the bank, improving this experience became a strategic priority.
Project context
The project took place in a complex environment.
Some of the main constraints included:
• multiple payment products built on different technical architectures
• limitations from the existing design system
• strong involvement from product, design and leadership stakeholders
• early discovery work conducted by an external consultancy
This context required balancing user needs, technical feasibility and organizational alignment throughout the project.
My role
I worked as the Product Designer responsible for:
• synthesizing research insights together with stakeholders
• exploring interface and interaction concepts
• creating solution prototypes
• conducting usability testing
• facilitating design discussions to support product decisions
Key insights
User research and internal data revealed several important patterns:
. Users expect fast and simple interactions
The growth of Pix showed that customers value speed and minimal steps when making payments.
. Payment methods were confusing
Many users did not clearly understand which payment option to use or where to find it in the app.
. Users often start with a payment code
Instead of navigating through payment categories, many users start the task with a code such as a Pix key or a barcode.
. Users expect guidance about financial tasks
Users were not only looking to complete payments, but also to understand which financial actions required attention.
This indicated the need for an experience that helps users identify and prioritize financial tasks.
Key product decisions 📍
Based on these insights, several strategic decisions guided the design of the solution.
Unified payment field
Inspired by Pix behavior, we introduced a single input field capable of interpreting different payment formats.
Instead of asking users to choose a payment method first, the system recognizes the inserted code and directs the user to the correct flow.
Behavior-based shortcuts
Quick actions were organized based on the most frequent payment behaviors identified in internal data.
This allows users to access common tasks quickly.
Centralized payments hub
Recent and pending payments were centralized in one area, improving visibility of financial activity.
Payment lifecycle visibility
The interface highlights different payment statuses across the user’s financial lifecycle, such as:
• pending payments
• bills approaching the due date
• overdue payments
• planned financial commitments
This structure helps guide users on what requires attention at that moment.
Exploration
Several interface concepts were explored during the project to balance simplicity, technical constraints and stakeholder expectations.
Iterations focused mainly on:
• the overall interface structure
• placement of payment shortcuts
• organization of payment history and pending payments
Validation and iteration
We conducted usability testing sessions using the 'Think Aloud' method.
Results showed that:
• users quickly understood the centralized payments hub concept
• the list of pending and recent payments was considered intuitive
• some users initially hesitated to use the unified payment field
Tests also revealed opportunities to improve interface content and messaging.
Solution
The final solution introduced a centralized payments hub that allows users to:
• initiate payments through a unified smart field
• quickly access common payment actions
• track recent and pending payments in one place
This structure simplified navigation and created a scalable foundation for future features.
Impact
The solution was implemented and became the main entry point for payment interactions in the app.
Key outcomes included:
• centralization of previously fragmented payment flows
• positive feedback from users and stakeholders
• a structural foundation for future payment roadmap initiatives
Learnings
Strategic projects with multiple stakeholders require continuous alignment to balance user needs, technical feasibility and organizational priorities.
The project also showed how emerging behaviors, such as Pix usage, can inspire interaction patterns that reshape financial product experiences.
