Simplifying Payment and Authentication Solutions
Blip is one of Brazil’s leading Conversational AI SaaS platforms, processing over one billion messages per month across Latin America and Europe and operating in B2B (business-to-business) and B2B2C (business-to-business-to-consumer) models. At the Innovation Lab, this project explored how payment and authentication could be integrated directly into conversational flows, transforming messaging interfaces into scalable, revenue-oriented products while validating solutions through experimentation and proof of concept.
Blip • SaaS & Commerce
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Industry
SaaS, Conversational Technology, Payments, Authentication, AI
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Duration
2024 - 3 months
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Tools
Figma, Mural, Asana, Google Analytics, GPT, Copilot, Office Suite, Azure DevOps
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Team
Business Intelligence, Marketing, Legal, Software Engineering, Design System, Product Marketing, UX Research, Content Design, Agile Coaches and Front-End Developers
My Role
Senior Product Designer (UX/UI design, service design, facilitation, strategic collaboration, design system, documentation)
Problem
Payment and authentication solutions across Blip products were fragmented, inconsistent and difficult to scale, creating delivery inefficiencies and uneven user experiences for enterprise clients and their customers.
Outcome
Blip Commerce was delivered as a unified, modular structure that centralised payments and authentication. Shared standards and reusable logic improved scalability and aligned user experience, technology and business strategy.
Design Process
Existing workflows were mapped, internal teams interviewed and enterprise SaaS benchmarks analysed to understand scalable payment and authentication models.
Modular architecture principles were defined in collaboration with leadership and engineering. Options including standalone solutions, extensions and MFE (Micro Front-End, an approach that splits applications into independent modules) were evaluated.
Responsive flows and reusable components were designed and aligned with the Blip Design System to ensure consistency and scalability.
Usability tests and pilot sessions with beta clients were conducted to refine journeys based on real business needs.
Structured documentation and architectural guidelines were delivered to support long-term evolution.
Challenges
Technical Integration: Reconciling legacy systems and solutions from multiple partners.
Technical Definition of Technology: Deciding between building an extension, implementing in a specific product (e.g., BlipStore), or adopting a modular approach via Micro Front-End (MFE). After technical analyses and tests, MFE was chosen as the most scalable and efficient approach.
Personalised Experience: Adapting workflows for different sectors and client profiles.
Supporting multiple industries and enterprise contexts
Key Insights
Adopting a plug-and-play model is essential to scale solutions across sectors and customer profiles.
Scalability depends on alignment as much as on architecture.
Businesses value access to multiple providers within a unified ecosystem, avoiding individual onboarding efforts.
Early collaboration reduces rework.
Conversational AI becomes strategic when tied to business outcomes.
Centralised dashboards provide the intelligence needed for strategic decision-making.
Results and Reflections
Blip Commerce showed how conversational channels can move beyond support and become real business tools. In practice, this meant tangible results, such as Petz recovering R$1.4 million through Pix Open Finance, Abbott reducing fraudulent sign-ups by 50 percent with biometric validation, and Quality saving hundreds of operational hours by automating payment flows.
More than the numbers, the biggest learning was seeing how design can connect technology, business and people in complex environments. Aligning multidisciplinary teams, validating decisions with leadership and keeping the experience simple despite operational complexity were key to making the solution work at scale. This project reinforced that meaningful impact comes from listening closely, designing with clarity and building systems that can grow without losing their human touch.