Credit Card App Redesign

The app's redesign was a collaborative effort led by design teams from two different squads. I led the design team on this project in response to issues highlighted in customer support tickets and usability tests.

The process involved dynamic co-creation and thorough user research, focused on solving the app's main usability challenges. We employed effective persuasion strategies to ensure the redesign's prioritization within the squads, supported by strong arguments based on data that emphasized the significant impact of the identified problems.

The team included talented individuals like Fernanda Rodrigues, Thayline Rodrigues, Maria Fernanda Adamowski, Bruno Coelho, and Pamela Lupatelli.

App after redesign

Previous app design

Results from the New Interface

Usability test Results

The design team implemented usability tests, leading to a comprehensive redesign of this interface.

Drastic Reduction in Customer Service Tickets Through Application Redesign

The redesign of the application played a significant role in helping us achieve the product area's goal of reducing customer service tickets (CX).

Initially, the aim was to lower the volume of support tickets to just 8%. However, we exceeded expectations and achieved an impressive rate of 3.58%.

Remarkable Achievement: Application Redesign Drastically Lowers Customer Service Tickets by Over 50%.