An easy and convenient way to view and pay energy bills.
NEOPAY
The Project
Neopay (internally called Flexhub) is a white-label product made by Flexpag initially for the Neoenergia Group. It is a point-of-sale application used by the company's operators with the possibility of consulting invoices for the distributors' customers, making a payment with a credit or debit card, Pix (Digital payments through smartphones), Pix in installments, payment through a link, and querying the status of transactions and payments made by the consumers.
Challenge
Create an Android app for point-of-sale (POS) operations, leveraging device functions such as the camera and printer.
Create a straightforward and concise flow to help POS operators provide their services quickly.
Sometimes the device will be used outside, in bright and sunny conditions. So is essential to design the app with accessibility in mind.
My contribution
In October 2019, I joined Flexpag as the first Designer in the company to collaborate to develop their products through the design process with the PO and the development team.
For over 3 years, I contributed to the development of multiple products for their clients. During this period, the company experienced monthly revenue growth from R$350,000 to R$90 million, increasing the number of employees from 20 to 180, and reaching a potential user base of over 200 million.
For this project, I was responsible for the ideation, definition, prototypes, and delivery.
Problem
Increase energy bill payments through a modern handheld device. Currently, they use a limited POS device with only a text interface and poor performance and security.
The idea behind Neopay POS was to create a mobile device that brings security to payments, more modern, and with the flexibility to add other functionalities inherent to Neoenergia's operation.
They had around 500 POS in use, and this project aimed to expand to approximately 3,000 new Android POS initially in 5 states in Brazil.
COMPANY
Flexpag
Neoenergia
PROJECT
POS App
Android
MY ROLE
Product Designer
TEAM
1 - Product Designer
1 - Product Manager
2 - Front-end developer
2 - Back-end developer
TOOLS
Figma
Figjam
Jira
Confluence
YEAR
2022
Flexpag is a fintech created to increase the companies' customers with the use of electronic ways of payment in various channels of contact with the consumer. Through an integrated and customized platform for the Energy, Water, Gas, Telecom, DMV, and Government segments.
COMPANY
Neoenergia has been active in Brazil for over two decades. It is now one of the major players in the energy sector, boasting integrated and diversified operations. It has assets for distributing, generating, transmitting, and selling energy in 19 Brazilian states.
CLIENT
Stone and Cielo LIO are the most common POS devices in the Brazilian market, they are dedicated devices for making payments.
Mercado Pago and Picpay are apps for smartphones that can be installed by any user, with payment functions and other services.
Competitors Analysis
To ensure a better analysis, we didn't limit our research to just other POS systems, but also delved into smartphone apps with comparable functionalities, considering that our application is designed for Android devices.
Finds on analysis
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Apps can be installed in Stone and Cielo, thus adding more functions to the device.
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No one can pay with more than one card or with more than one payment method at the same transition.
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All can scan and pay slips and PIX.
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Some have the possibility of paying bills generated in other institutions, but none can make payments on energy bills directly.
Based on the insights gathered from user interviews, we developed 2 distinct personas to ensure that the POS system is tailored to the specific needs and preferences of our target users. By keeping these personas in mind throughout the development process, we aim to create a more user-centric and effective solution.
Personas
An energy company employee visits the customers' residences to notify them about their debt.
Pain Points
Do not have the possibility to offer a payment method to the customer.
Manoel Marcos
EXTERNAL CONSULTANT
Neoenergia employees are conveniently located in established service centers, providing expert consultation and payment services for energy bills.
Pain Points
Would like to have a portable device with all the necessary functions to help customers check and pay their energy bills.
Camila Beatriz
ON PLACE CONSULTANT
Sitemap was used to have an overview of the entire app, allowing us to understand the complexity and depth of the project.
Sitemap
With the most essential features discovered in research and some already defined by the client, we came up with a roadmap with what would be delivered on MVP and upcoming versions.
Prioritizing
MVP
V1
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Payment debit card, credit card, pix, and cash.
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Possibility to scan the barcode of several slips and pay in the same transaction.
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Consultations of energy bills, being able to print and/or pay the bill.
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Function to enable and disable transactions.
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Transfer the money.
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Cancellation of transaction.
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Notification center.
V2
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Pix in installments (already being developed in another company product).
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Being able to pay with more than one method in the same transaction.
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Being able to pay with more than one card.
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Help Center.
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Services.
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Be able to use a discount coupon.
Prioritizing - Now / next / later
Set of standards delivered to developers that facilitate the creation of the product, minimizing the error of inconsistency on the pages that will be developed.
Styleguide
Components
A quick wireframe was made to define what information we would put on each screen and how this information would be distributed, allowing the team to have an overview of how the final design would look.
Wireframe
Design and features
Scanning of payment slips
Transaction history and cancellation
Notification center
Money management
Money transfer
More Projects
Helping local small and medium-sized commercial establishments to deliver their products.
GOWDOCK
In Progress
While this project was in progress our goal was to frequently continue the progress of the design, tracking metrics and researching for most of these initiatives to validate our design decisions, working on reaching a high level of design maturity and achieving the company's goals.
Knowing the current product
To understand the operators' experience with the product, we tested the device with them to evaluate the performance in real-world contexts and identify any pain points they may be facing. The product was an outdated POS model, with an only-text interface, and slow performance. So it has been decided to approach this new project as a distinct product rather than an evolution of the current one.
Current - POS Verifone VX680 (500 units)
New - POS Gertec GPOS 700 (3.000 units)
"The POS is very slow and sometimes crashes, so taking a long time to serve the customer."
"I am unable to confirm the past payments on the POS beyond the printed receipt."
"The device does not have a camera to read the barcode or QR-Code."
“ I have to pick up one account at a time, so taking a long time to complete customer service”.
"We don't have the possibility to pay with more than one card or other payment methods".
“I can't cancel a purchase through the POS, I have to call the company to cancel it”.
The interviews were made with two internal and two external Neoenergia operators, focusing on understanding their routines in their daily work. The idea was to gather insights into their experiences and needs.