Forlab Express
Zero to £50M in 90 Days Digitalising Havan’s Payment Ecosystem
Trigger
100% of Havan card invoice collections relied on physical, in-store logistics. Payments could only be made onsite at a retail location, which led to processing delays, higher delinquency, and an inability to scale digital financial services.
Challenge
Designing a unified digital payment journey and pioneering the implementation of PIX (instant payment) checkout.
Results
£50 Million ($300M BRL) processed in 90 days. Drastic reduction in operational costs and the enablement of new revenue models (Travel, Insurance, Debt Renegotiation).
Problem & Scenario
Revenue Bottleneck
The platform struggled to convert one-off buyers into recurring subscribers due to a fragmented and cognitively taxing upgrade journey.
Operational Waste
Engineering teams faced a 25% rework rate because the initial product discovery was superficial and lacked technical rigour.
Strategic Objective
The goal was to realign the product with the business roadmap, ensuring every feature directly contributed to lead generation.
To avoid a disconnect between design and final delivery, I took a direct role in project governance
Active Handoff (DevOps)
Led technical dailies with Backend and Frontend developers to align API integrations and data security.
Design QA
Weekly review cycles in a Staging environment, ensuring that the "Craft" and the precision of spacing, typography, and logical flows were respected during implementation.
My approach focused on transforming technical complexity into a "zero-friction" journey.
Unified Checkout
I designed a flow where invoices, travel bookings, and debts shared the same cognitive logic. This reduced support tickets and error rates by 25%.
Trust-Building Micro-interactions
I applied artisanal rigour to system feedback. Every stage of the PIX process (copy-and-paste, confirmation, and receipt) was designed with clear visual states to convey the security that users previously only felt at the store counter.
Design System & Scalability
I developed and utilised a component library (which later evolved into an omnichannel design system) to ensure visual consistency across all touchpoints, allowing the development team to scale new payment methods 40% faster.