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Paying with a loan at checkout

Banco Azteca customers can pay at a merchant’s checkout with a Banco Azteca loan. I designed the experience end to end, from the first proof of concept to production. After launch, I helped find where customers were dropping off and redesigned the steps that lost them.

Draft: screens and early phases are on their way

Year
2025–2026
Client
Banco Azteca, through UiX
Role
Lead UI designer, end to end
Worked with
Product, IT, analytics and commercial teams

Context

A shopper chooses to pay with a loan on a partner merchant’s checkout. From there the experience has to recognize them, confirm it is really them, make an offer and close the purchase, all in a mobile web journey that starts on someone else’s site.

  1. Phone number
  2. One-time code
  3. Biometric verification
  4. Offer
  5. Purchase
  6. Loan documents

Phase 1Proof of concept

To be written from the UX Awards materials.

Proof of concept, screen 1
Proof of concept, screen 2

Phase 2Launch

To be written from the UX Awards materials.

Launch, screen 1
Launch, screen 2
Launch, screen 3

Phase 3Diagnosis

After launch we went looking for where customers were dropping off. We made real purchases in production, analysed recorded sessions and reviewed how the payment option appeared across merchants’ checkouts.

Diagnosis, screen 1
Diagnosis, screen 2

Phase 4Redesign

I redesigned the steps that lost the most people and the errors that hid the reasons, and we turned the findings into a plan with an owner and a date for each change.

Redesign, screen 1
Redesign, screen 2
Redesign, screen 3

What we found

  • Biometric verification was the biggest drop-off: a failed selfie sent people back to the start.
  • Four different failure causes showed up as the same generic error, so nobody could tell which one to fix.

What I redesigned

  • A one-time code that validates itself as soon as it arrives.
  • Guidance before and during the selfie, and a retry that keeps your place instead of restarting.
  • A distinct error state for each failure cause, so each one can be measured and fixed.

How I worked

  • Real purchases in production, to see the journey the way customers do.
  • Analysis of recorded sessions, to find where and why people stopped.
  • Interactive HTML presentations with embedded Figma prototypes, to align product, IT, analytics and commercial teams.
  • A dated action plan with an owner for each change.

Where it is today

In production. The redesigned login, one-time code and biometric steps are not live yet.

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