Sub-acquirer Portal TAG MARKET INFRASTRUCTURE
Context
Democratization of receivables credit

Established by the Central Bank of Brazil (BACEN), the registry is an infrastructure designed exclusively to regulate the card receivables market in the country. Therefore, the register is a way that the Central Bank found to organize and compile information on receivables and the services provided with them. From this context TAG Infraestrutura was born along with a universe of possibilities in a new and unexplored market.

  • Stone Co. / TAG Registradora
  • Financial Services - B2B
  • UX/UI
  • 01 PD + 01 UXR + 01 UI + 01 PM
  • 2021

01

Problem.

Approaching the problem from the most diverse perspectives in order to explore its context and understand what are the main needs and pains of users.

And TAG is a relatively new company with only 2 years of experience in the market. At the time of its conception it was 100% software-based. Initially, it was conceived to meet the needs of the Stone Co. Group's Receivables Records, but with the existing market gaps, it has been consolidating itself as an efficient solution for other players in the financial market.

CONTEXT
Hypothesis
01

Small companies find it difficult to integrate via API.

02

Given the low volume of operations, they can be performed manually.

03

By facilitating access to the API, we can offer information that facilitates decision making.

PUBLIC
Who are we studying?
With the advent of new technologies, the big players have not kept pace with innovation at the same pace as startups.
Sub-accreditors as protagonists

This is how the phenomenon of fintechs emerged: young companies in the financial sector with very high growth positioned in highly scalable markets. In this context, in recent years we have seen a revolution in the means of payment. Hundreds of companies providing credit or benefit cards, proliferation of brands of credit card machines..

Opportunity

According to the survey, the market as a whole grew 28% compared to the previous year. The segment of sub-acquirers had an advance of 71%, followed by gateway (60%); cards (20%); and acquirers (10%). This accelerated growth directed our attention to this segment of companies that were consuming our services.

Process
"If I had an hour to solve a problem, I would spend 55 minutes thinking about the problem and five minutes thinking about the solutions."
- Albert Einstein
Data Analysis
Discovery through data

Because it is a new market segment, there is not much reference on the subject as well as existing solutions in the market since in Brazil there are only 03 registrars authorized by the Central Bank. The possibility of new companies appearing in the segment is highly remote since the authorization process is bureaucratic, time-consuming and complex. During the Discover process, I highlighted some key insights.

71%

Growing
market.

According to a report on fintechs by Klooks, the Subacquirer segment grew by 71% in revenue in 2021.

85%

They are
startups.

As there was a large market not taken advantage of by acquirers and banks, we had a proliferation of startups in recent years to serve this “forgotten” part of the market.

26%

Contesting
is a pain.

We performed an analysis on the ticket base and identified that 26% of the tickets opened with support are Dispute tickets.

95%

Satisfied
customers.

The CSAT metric for evaluating customers who use the service via API is very satisfactory.

06

People
interviewed.

We conducted 06 interviews with acquirers and sub-acquirers.

12%

Customers need to
know the product better.

12% of tickets are related to customer queries regarding the API.

QUALITATIVE
In-Depth Interviews

We conducted interviews with the 02 main groups in the segment regulated by the registrars' rule: Acquirers and Sub-acquirers. Stakeholders were also interviewed in order to visualize expectations regarding the scenario mentioned.

The receivables registers would be a centralizer of this information (if the sub has more than one acquirer). Somehow this could help me. Today I don't know if this guy is taking a volume from here and taking it somewhere else, today I don't have that kind of information.

Even the volume of information pulled is the great challenge, agility of support documents that can consolidate information and detail whenever necessary. You consolidate so that the process is more dynamic, but at certain times you need to look at the details and these tools need to provide that possibility.

I think this analysis could be done more automatically, today there is a poor woman who works in the treasury and keeps getting a report and reconciling it... if I had an analysis, a connection between a PI and my system in Sweden and with the bank and with the reports from Sweden and give it to me ready, even better, today I have a person doing it, I spend a lot of human resources on it, it could be automated, it would add value.

Personas

Insights
Findings from the Interviews
New rules. New pains.

The context of the creation of registrars brought a universe of opportunities through the masses of data generated through this ecosystem.

Monitoring

Acquirers need continuous monitoring of the operations of the Subs connected to them.

Data Viz

We identified the need for data consumption for decision making.

UNDERSTANDING OF THE JOURNEY
Blueprint

As part of the discovery process, one of the tools I used to gain visibility into the entire process was the Blueprint through a co-creation process with other teams in the company. Once created, I was able to visualize opportunities and critical points within the TAG service.

02

Definition.

From all the data collected, it is time to reflect on the objective insights and define the inputs for the next phases.

The universe of Receivables Registers is challenging since little is said about it and the vast majority of information held by people connected to the business or the technical part. The experience of talking to these people is very enriching.

We seek insights in available data sources as well as in technical documentation from the central bank and in the API documentation made publicly available by TAG.

Affinity Mapping

Identifying and clarifying problems/opportunities by grouping ideas and opinions.

If we look at the obligations driven by the Central Bank's regulatory framework, the API-based solution fulfills its role. However, the interest of this other part of the market, which showed interest in the production, gave rise to some opportunities to be studied.

Regulatory

Mandatorily, all the features present in the API should be present in the solution.

Risky Analisys

The context of Receivables Registers requires monitoring of financial transactions given the amount transacted.

DataViz

Decision-making based on data would be facilitated through its consolidated view.

Reports

As the need for DataViz arose, the reports would be another consolidated view of the data transacted in the ecosystem.

Pain Points
Critical points of the journey

During the Discovery process, several critical points relevant to the journey were detected. Such points are important for the consolidation of the clients' business.

  • Alternatives to using the API
  • Processes originating outside the API
  • Outdated website
  • Outdated documentation
  • Manual processes during approval
  • Workflow SAC
Task Analysis
Task Flow Design

Mandatory Central Bank workflow processes were well documented given the existence of API endpoints. With the discoveries of the previous phase, we had to study how some processes actually happened.

04

Delivery.

Making ideas tangible through layouts and prototypes to validate whether the solution will be effective and efficient for users' daily lives.

This dive into the Registrar's processes gave us a rich view of opportunities and challenges that, once compiled, will be consolidated in the form of a solution.

The idea is to build a simpler way to access the power of the API through a product with an interface.

INFORMATION ARCHITECTURE
Wireframes e Screenflows

One way I found to facilitate communication between teams was to draw wireframes together with the corresponding flows. This document allowed the teams involved to be aligned.

UI - USer Interface
Design System

This is certainly one of the most critical scenarios within this context, since there are no solutions that come close to the product you are trying to build. Here, understanding the business is crucial to trying to open a path in this dense forest, full of challenges.

Building Blocks

The building blocks of a design system include color palettes, typography, grid definitions, and icons. These are the basic building blocks of a design system.


  • Color Palettes
  • Grid Definitions
  • Icons
Pattern Library

It is the subcomponent of the design system. These are the parts of a design system that can be reused and repeated.


  • Templates
  • Modules
  • Components
  • Elements
Rules

They help design consistently and in a way that helps solve the challenges faced in the process.


  • Design
  • Implementation Guidelines
  • Editorial Guidelines
Style Guide

Documentation describing the design system itself: how products should look and behave, UI standards like font size, colors, buttons, etc.

More Design System Details

Interface Design

APIs provide a clear and easy way to ensure successful and secure partner onboarding, a key strategy in the digital economy.

However, all this power needs to be accessible to companies that have little time and technical capacity to integrate with us.

In this way, we built the Subaccreditor Portal with this mission of making all the power of the API accessible via an interface.

Mais Detalhes da Interface

Even the volume of information handled is the great challenge, agility of supporting documents that can consolidate information and detail whenever necessary. You consolidate so that the process is more dynamic, but at certain times you need to look at the details and these tools need to provide that possibility.
INTERVIEW FINDING
  • Home Screen v01

    Portal do Credenciador

  • Home Screen v02

    Portal do Credenciador

  • Menu + Submenu

    Portal do Credenciador

  • Modal Window

    Portal do Credenciador

  • Modal Window

    Portal do Credenciador

  • Tabelas

    Portal do Credenciador

  • Comprovantes de Operação

    Portal do Credenciador

  • Step de Jornadas

    Portal do Credenciador

  • Input Text + Calendar

    Portal do Credenciador

  • Empty State

    Portal do Credenciador

  • Recibo de Operação

    Portal do Credenciador

  • Formulário

    Portal do Credenciador

  • Design Blast

    Portal do Credenciador
High fidelity prototype

We developed a high fidelity prototype in order to communicate and validate concepts.

Aware of the importance of testing the product before launching it, we developed a high-fidelity prototype in order to anticipate any problems or failures. In addition to validating the designs, we use the prototype for presentations and pitches and in order to communicate the design and product features to team members, stakeholders or other interested parties in the project.

Ver protótipo