Bizum Homepage Redesign

Bizum is a mobile payment method that allows users to send and receive money instantly between individuals. In 2021, the service within the CaixaBankNow app was audited to improve both the experience and the overall look & feel.

Work process

Diagnosis
Research
Inspiration
Definition

As-is analysis

We carried out an analysis of the app’s functionalities and, supported by the data team, collected usage and access metrics for all available options. We also conducted a heuristic evaluation to identify friction points and potential improvements.

Benchmark

The goal was to understand how other banks and digital wallets present this service or similar ones. The focus was on analyzing services from major Spanish banks in terms of conversion and number of customers. We examined how they structured the information, their look & feel, and how they communicated with users.

More than 20 financial solutions worldwide were reviewed—starting with all banks operating in Spain and expanding to other markets and similar solutions such as PayPal, Verse, and Mercado Pago.

Key insights:

Sending money as the main flow: highlighted as the primary entry point (Santander).
Available balance (N26): helps users understand how much they can operate with.
Focus on primary actions (“Send” and “Request”): separated from other options (BBVA).
List of recent transactions (OpenBank): useful for quick reference

✨ Frequent contacts: shown upfront to make sending money faster.

Interviews

We interviewed a sample of 10 CaixaBank clients aged 25 to 55 from different locations across Spain. All of them used the app daily, as well as Bizum as a regular service. Over two days, we conducted in-depth interviews aimed at detecting pain points, needs, and behaviors related to the service. Each conversation lasted 60 minutes and was conducted online.

Findings

The main uses of Bizum were splitting expenses, making purchases, or paying rent.
None of the participants had ever used the “request money” feature—they solved that need using other tools.
Even though they were familiar with the app, they still found the money-sending process too long, pointing out the number of steps required.

Information architecture

We designed all app flows and content. Using Lucidchart, I defined the flow diagram that served as the foundation for building the app’s design.

Visual design

We defined the color palette, style guide, and components for the app. We built a UI Kit to standardize and systematize all visual elements.

The proposal

All app flows and content were redesigned.
Available account balance displayed at the top.
Primary operations positioned at the first level.
The 5 most frequent contacts included to increase speed in the sending flow.
Secondary actions like “Request money” and “Make a donation” placed in a second-level component but always visible.
Recent transactions added to the homepage.

Key Achievements
In progress...