Invisible Payments exp.
Invisible Payments Experience
Invisible Payments exp.
Company
Company
BBVA
Time Frame
Time Frame
2018 - 2019
Role
Role
Lead Product Designer
BBVA is a global financial group focused on digital innovation. I led the UX and visual design of its ‘Invisible Payments’ project, delivering seamless biometric and mobile payment experiences from concept to launch.
Invisible Payments Experience
Company
BBVA
Time Frame
2018 - 2019
Role
Lead Product Designer
BBVA is a global financial group focused on digital innovation. I led the UX and visual design of its ‘Invisible Payments’ project, delivering seamless biometric and mobile payment experiences from concept to launch.
Context
One of the purpose within the payments strategy was to have a product that we could sell to third parties, so we had to think about which solutions could make sense for it. After some kickoffs and workshop we found a problem we could solve: There was much friction in everyday payments.
The goals
Reduce operational friction in physical environments (queues, payment delays, staff time).
Reduce operational friction in physical environments (queues, payment delays, staff time).
Reduce operational friction in physical environments (queues, payment delays, staff time).
Enhance customer experience by simplifying interactions through automation and biometrics.
Enhance customer experience by simplifying interactions through automation and biometrics.
Enhance customer experience by simplifying interactions through automation and biometrics.
Validate white-label potential to offer the solution to third-party merchants.
Validate white-label potential to offer the solution to third-party merchants.
Validate white-label potential to offer the solution to third-party merchants.
What I did?
Defined and validated the value proposition and key KPIs through concept testing and several workshops with different stakeholders.
Defined and validated the value proposition and key KPIs through concept testing and several workshops with different stakeholders.
Defined and validated the value proposition and key KPIs through concept testing and several workshops with different stakeholders.
Lead the design of those 3 seamless payment flows: Order Ahead, Biometric Payment, and Pay at Table.
Lead the design of those 3 seamless payment flows: Order Ahead, Biometric Payment, and Pay at Table.
Lead the design of those 3 seamless payment flows: Order Ahead, Biometric Payment, and Pay at Table.
Created UI systems optimized for minimal interaction and real-time feedback. This didn't need to follow the design system but should to keep the design language for the pilot — not for the white label.
Created UI systems optimized for minimal interaction and real-time feedback. This didn't need to follow the design system but should to keep the design language for the pilot — not for the white label.
Created UI systems optimized for minimal interaction and real-time feedback. This didn't need to follow the design system but should to keep the design language for the pilot — not for the white label.
Worked across teams: Product, Payments, Engineering, Marketing, Data, Spaces, and biometric partner Veridas.
Design Process
Order Ahead
Quick orders, clear flow, user control.
Users could browse menus, customize orders, apply discounts, and track status in real time. We introduced Zero Click, a feature that allowed users to reorder favorites instantly—without taps.
+22%
Volume increase
5 min
Queue Time Saved 50%
Biometric Payment
Hands-free, card-free, phone-free.
Enroll face, BBVA card & email.
Enroll face, BBVA card & email.
Enroll face, BBVA card & email.
Enable location & Bluetooth.
Enable location & Bluetooth.
Enable location & Bluetooth.
Choose meal.
Choose meal.
Choose meal.
Approach kiosk.
Approach kiosk.
Approach kiosk.
Payment processed automatically via recognition.
Payment processed automatically via recognition.
Payment processed automatically via recognition.
Users enrolled once with facial recognition (via Veridas) and could then pay automatically at kiosks—no wallet or phone needed.
95%
NPS
6 min
Queue Time Saved 70%
Biometric switch activation
Kiosk Biometric Payment
Pay at Table
Easy booking, shared access, real-time updates.
Users could select a table, invite teammates, and track orders collaboratively. While the main flow worked well, features like split bill weren’t technically feasible at the time.
7 min
Payment Time Saved 10%
White label
Example of white label applied on the Order Ahead Experience.
Global Key outcomes
A set of frictionless experiences that improved speed, satisfaction, and operational efficiency.
A set of frictionless experiences that improved speed, satisfaction, and operational efficiency.
6min
Avg. queue time saved
95%
NPS (Biometric Payment)
+22%
Volume increase (Order Ahead)
Data from pilot phase, 2019.
Data from pilot phase, 2019.
Data from pilot phase, 2019.
Global Key takeaways
Frictionless isn’t always better — Speed matters, but users still want control. Zero Click showed us that too much automation can feel disempowering.
Frictionless isn’t always better — Speed matters, but users still want control. Zero Click showed us that too much automation can feel disempowering.
Frictionless isn’t always better — Speed matters, but users still want control. Zero Click showed us that too much automation can feel disempowering.
Invisible UX requires visible thinking — Designing for something “invisible” meant being hyper-intentional about flow, feedback, and fallback behavior.
Invisible UX requires visible thinking — Designing for something “invisible” meant being hyper-intentional about flow, feedback, and fallback behavior.
Invisible UX requires visible thinking — Designing for something “invisible” meant being hyper-intentional about flow, feedback, and fallback behavior.
Tech limits shape ambition — Some ideas (like split payments) needed to be put on hold due to platform constraints—reminding us to balance vision with feasibility.
Tech limits shape ambition — Some ideas (like split payments) needed to be put on hold due to platform constraints—reminding us to balance vision with feasibility.
Tech limits shape ambition — Some ideas (like split payments) needed to be put on hold due to platform constraints—reminding us to balance vision with feasibility.
Biometrics can simplify, but require trust — Seamless payments via facial recognition worked well, but required crystal-clear onboarding and privacy safeguards.
Biometrics can simplify, but require trust — Seamless payments via facial recognition worked well, but required crystal-clear onboarding and privacy safeguards.
Biometrics can simplify, but require trust — Seamless payments via facial recognition worked well, but required crystal-clear onboarding and privacy safeguards.
Cross-team alignment is everything — Working with Product, Engineering, Marketing, and Veridas was key to building a cohesive, real-world pilot.
Cross-team alignment is everything — Working with Product, Engineering, Marketing, and Veridas was key to building a cohesive, real-world pilot.
Cross-team alignment is everything — Working with Product, Engineering, Marketing, and Veridas was key to building a cohesive, real-world pilot.
Context
One of the purpose within the payments strategy was to have a product that we could sell to third parties, so we had to think about which solutions could make sense for it. After some kickoffs and workshop we found a problem we could solve: There was much friction in everyday payments.
The goals
Reduce operational friction in physical environments (queues, payment delays, staff time).
Enhance customer experience by simplifying interactions through automation and biometrics.
Validate white-label potential to offer the solution to third-party merchants.
What I did?
Defined and validated the value proposition and key KPIs through concept testing and several workshops with different stakeholders.
Lead the design of those 3 seamless payment flows: Order Ahead, Biometric Payment, and Pay at Table.
Created UI systems optimized for minimal interaction and real-time feedback. This didn't need to follow the design system but should to keep the design language for the pilot — not for the white label.
Worked across teams: Product, Payments, Engineering, Marketing, Data, Spaces, and biometric partner Veridas.
Design Process
Order Ahead
Quick orders, clear flow, user control.
Users could browse menus, customize orders, apply discounts, and track status in real time. We introduced Zero Click, a feature that allowed users to reorder favorites instantly—without taps.
+22%
Volume increase
5 min
Queue Time Saved 50%
Biometric Payment
Hands-free, card-free, phone-free.
Enroll face, BBVA card & email.
Enable location & Bluetooth.
Choose meal.
Approach kiosk.
Payment processed automatically via recognition.
Users enrolled once with facial recognition (via Veridas) and could then pay automatically at kiosks—no wallet or phone needed.
95%
NPS
6 min
Queue Time Saved 70%
Biometric switch activation
Kiosk Biometric Payment
Pay at Table
Easy booking, shared access, real-time updates.
Users could select a table, invite teammates, and track orders collaboratively. While the main flow worked well, features like split bill weren’t technically feasible at the time.
7 min
Payment Time Saved 10%
White label
Example of white label applied on the Order Ahead Experience.
Global Key outcomes
A set of frictionless experiences that improved speed, satisfaction, and operational efficiency.
6min
Avg. queue time saved
95%
NPS (Biometric Payment)
+22%
Volume increase (Order Ahead)
Data from pilot phase, 2019.
Global Key takeaways
Frictionless isn’t always better — Speed matters, but users still want control. Zero Click showed us that too much automation can feel disempowering.
Invisible UX requires visible thinking — Designing for something “invisible” meant being hyper-intentional about flow, feedback, and fallback behavior.
Tech limits shape ambition — Some ideas (like split payments) needed to be put on hold due to platform constraints—reminding us to balance vision with feasibility.
Biometrics can simplify, but require trust — Seamless payments via facial recognition worked well, but required crystal-clear onboarding and privacy safeguards.
Cross-team alignment is everything — Working with Product, Engineering, Marketing, and Veridas was key to building a cohesive, real-world pilot.
ÁLVARO FERNÁNDEZ
2025
ÁLVARO FERNÁNDEZ
2025
ÁLVARO FERNÁNDEZ
2025