Context

What is Pix?
Pix is a real-time payment system developed by the Central Bank of Brazil. It allows for instant transfers, purchases and payments 24/7, including weekends and holidays.

To enhance security and consumer protection within the Pix system, the Central Bank of Brazil frequently releases resolutions with news features to be implemented like Precautionary Blocking and Special Mechanism for Return.

What is Precautionary Blocking?
It’s a feature that temporarily blocks funds in a recipient’s account when there is suspicion of fraud or irregular activity.

What is Special Mechanism for Return (SMR)?
After the funds are blocked, this mechanism comes into play if it is determined that fraud or an error occurred. If fraud or error is confirmed, the blocked funds may be returned to the sender. If the investigation finds no wrongdoing, the funds are released to the recipient.

Problems

• Technical jargon could lead to a significant increase in user inquiries.
• Small timeframe to implement the features.
• If the update were not published on time, the bank could be fined.

Challenge

• Few or no user inquiries opened.
• Design, develop and publish the new features in 10 business days.
• Avoid the bank be fined.

Solutions

The solutions are discussed in the following flow:

Result

• User inquiries increased only 6%.
• News features published in 9 business days.
• No fine applied.