I was the UX responsible for leading the Guerrilla Research for a new payment machine that was being evaluated for a future release by PagSeguro.

The Problem

In December 2019, the Product Team received a machine from Pax named D135, a compact and low-cost machine that promised to be the next hit of the company, especially among street vendors and small sellers.

The machine didn't have a screen or a keyboard and that made the team raise many questions about its viability on the market. We were mainly concerned about the safety of the customers of our clients because the machine required card pins to be typed on the vendor's smartphone.

<aside> ➡️ In 2019, Brazil experienced a high number of frauds involving payment machines and contactless credit cards, especially during the Carnival where people tend to be too tipsy to pay attention to what they are doing.

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So we came up with our guiding question:

"Would people feel safe when putting their card's pin on the seller's smartphone?"

I received the challenge to understand how our clients would react to this very disruptive model and, along with the product team, analyzed its feasibility for a release. I was responsible for:

• Planning the entire research strategy
• Guaranteeing that we had all the necessary assets and equipment to execute the research
• Conducting the interviews and recording data (both video and audio)
• Analyzing the data and compiling it into a report for the product team

Planning

First I needed a plan to test the machine with real people since the prototype was not functional and we didn't have much time to plan a complicated usability test. I received support from the Research Operations team to plan the research.