2018 - 2019
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.
What happened?
BBVA launched a pilot to explore invisible payment experiences—such as facial recognition and mobile ordering—offering them as white-label solutions for merchants. The pilot happened in the BBVA Headquarter restaurant with a Friends & Family users.
Our Mission
To deliver seamless, frictionless payment solutions through a white-label platform that enables:
Shorter queues and reduced wait times.
Optimized use of operational resources.
Actionable user insights for continuous business improvement.
Increased revenue opportunities for BBVA.
Design Process
We developed three key experiences for the project: Order Ahead, Biometric Payment and Pay At Table.
Order Ahead
It designed for quick and intuitive access. Users could view menus, apply discounts, personalize their selections, and track their order status in real time. We also introduced a Zero Click feature that let users reorder their favorites automatically—no taps required.
After testing Zero Click we realized that the users wanted speed, but also to remain in control of the interaction. Too invisible it's not always better.
Biometric Payment
This feature let users pay with facial recognition—no cards or phones needed. After a one-time enrollment, they could make secure, hands-free payments, offering a fast and seamless experience.
How it worked
Enroll. Users registered their face, BBVA card, and corporate email in the app.
Enable access. Bluetooth and location services needed to be turned on.
Pick your meal. Grab a tray and choose your food from the buffet.
Approach the kiosk. The smart camera—trained with machine learning—recognized the items on the tray.
Pay instantly. The system identified the user via facial recognition and processed the payment automatically.
Biometric switch activation
Kiosk Biometric Payment
After testing Zero Click we realized that the users wanted speed, but also to remain in control of the interaction. Too invisible it's not always better.
Pay at Table
We aimed to reduce wait times for payment and make the process more autonomous. It made it easy to select a table and share the reservation with other guests. Just like in Order Ahead, users could track the status of their booking in real time. We also explored the idea of letting users view the menu and order in advance, enhancing the experience further. However, due to technological limitations at the time, this feature couldn’t be implemented.
The main flow worked well, but when it came to splitting the bill, the technology we had at the time couldn’t support it.