Top-ups stopped
going to strangers
People left the top-up flow at the first screen, where they had to type a phone number. One wrong digit sent credit to a stranger.
RoleProduct designer
TeamOnly designer, with a PM and a tech manager
WhenPicPay, 2022–2025
Result+10 pp conversion
Swipe for more →
01 · Problem
People quit at the phone number, and a wrong digit had no refund.
Data showed people quitting at the phone number screen, and support told us how bad it was: credit sent to the wrong number could not come back.
02 · What I did · done together
Pick the number from your contacts, with the reason explained first.
Let them pick the number from their contacts, and explained why before the app asked for permission. Typing stayed for anyone who preferred it.
The answer came from PM, tech, performance and support together.
Swipe for more →
From the number screen to the contact list, with the permission step in between
Screens translated from Portuguese. The product shipped in Brazil.
+10 pp
Conversion in the top-up flow went up 10 percentage points after release, and fewer top-ups went to the wrong number.