Enhancing Service
Payment Experience
Wispok
Branding & Web Design
Branding & Web Design
Wispok is a startup company that aims to put an
end to frustating experiences and complex designs
that steal effort, money, and above all, time.
Designing financial solutions tailored to today’s lifestyle, from how businesses manage their billing channels to the user experience during payment. Assisting in streamlining bureaucratic processes.
Designing financial solutions tailored to today’s lifestyle, from how businesses manage their billing channels to the user experience during payment. Assisting in streamlining bureaucratic processes.
THE CHALLENGE
How can the product team meet the client requirements while aligning with internal business objectives and ensuring the final product is both accessible and user-centered?
MY ROLE
Research
Facilitation
Mapping
Prototyping
THE STRATEGY
To align stakeholders and focus the team around user needs, I introduced service design frameworks and agile practices. We prioritized iterative learning , testing early, refining based on feedback, and documenting findings for continuous improvement. This approach fostered collaboration and transparency across departments.
RESEARCH
We conducted 40 usability tests with users aged 26–55 familiar with online payment systems, automating the analysis process to efficiently visualize results.
In addition, we organized focus groups to explore perceptions of the solution and validate feature relevance. Finally, A/B testing was used to evaluate different interface versions — particularly login and payment flows — to determine the most intuitive experience.
“An excellent human being and professional. Your creativity and dedication were reflected in the detailed analysis to better understand our clients and user, making WISPOK stand out. Great passion for design and all forms of innovation.”
- Alejandro Muñoz, CEO, Wispo
.
THE SOLUTION
We launched an online payment platform allowing customers to pay water bills anytime, anywhere, using their preferred method — a major shift from the previous in-person-only model.
Since its release in September 2023, the platform has achieved a 20% monthly growth in users, attracted new clients for the company, and significantly improved accessibility and convenience for all stakeholders.
Our team now operates under a mixed agile methodology, ensuring ongoing testing, documentation, and user engagement for future iterations.
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