MAI 2021 - MAI 2023
MÔRE TALENT TECH
THE ELEVATOR PITCH
How to create a good experience that allows, not only to scalated the design processes, but also the indicators for business? Creating a consistent design culture, helping the entrepreneur to sell, whether in the physical or virtual channels. Support, understand and serving the Rede's partners. Learn more below:
Rede is a multi-brand acquirer, with more than dollars bn 2,8 💰 transactions per day in credit, debit and benefit cards. Its activities include merchant acquiring, capturing, transmission, processing and settlement of credit and debit card transactions, prepayment of receivables to merchants, rental of POS terminals, and the capture and transmission of transactions using benefit-voucher, private-label cards and loyalty programs. The company is one of most largest in its sector.
Recently, Rede invested in digital acceleration. Pressured by the pandemic, the company organized itself to adopt digital process management. I had the opportunity to participate in this challenge, which was built from scratch, to success.
At Rede, I've worked in different squads: for the “As a Service team” that develops integration APIs for partners and also for the “Physical Sales Team”, responsible for terminal POS logistics. Below 👇 you can see some of the many jobs I've worked on:
Understand business requirement
Mapping users and business pains & opportunities
Workshop with stakeholders
Prioritization of necessary actions
Mapping user journeys
Quantitative & qualitative interviews
User decision flows
Validation and MVP prototype
Improvements and updates
Integration of different areas into the digital product
Working in intense collaboration with the squads, understand the business and user requirements. Set product goals, working together the PO's, ensure consistency in processes and deliveries, act as a facilitator, exchanging information for the team. Reinforce, at all levels of the organization, the importance and role of Design for business success.
Developer portals are usually considered a repository of information, resources, and, give support, in the form of information for developers who are using another company's APIs.
Much more than a "facelift", we've done all steps of product development, using the ux best practices until fixed out the mapped problems like copy, frictionated journeys, responsive bugs, metrics tags, visual design, and backend tech.
Before 👎 and After 👍 pictures below:
Rede Itaú has its own application marketplace, called Rede Store which can be accessed by card machines (POS). The integration and upload of the apps, by the outside Rede's developers, were carried out via email The mapped pains was: for Rede Store team, a lack of governance, and, the partners claimed more visibility and status of orders. We've developed an effective and structured portal whit step-by-step process of uploading, apps setup adjusts, and also feedback messages of homolog process. Everything done online.
In Brazil, it is estimated that, if 79% of Brazilians use WhatsApp, 1 billion active users. Integration with WhatsApp Pay makes it possible to pay for products and services within WhatsApp Business, without having to leave the chat. The acquirer is responsible for capturing and catching transactions, and may also register new customers through this channel. Part of the onboarding journey, including opt-ins, is native to the Meta platform and cannot be modified.
When the product is the same for all players, the user will choose the best service: Reinforce and redouble the quality of the user journey experience in moments where we don't have no control; Solving users doubts during the journey; Maping the unknown layers of the journey and Maping the doubts and issues of the service channel.
DESYRE (REDE'S DS)
& DESIGN OPS
The purpose of DesignOps (Design + Operations) is to define processes and measures that support scalable product solutions more efficiently, expand design work with bigger impacts on the company. They are constant cycles of learning and improvement, a set of practices that involve people, process and priorities such as skills mapping, design system, support materials, team integration among other activities.
All team of designers was involved. I've baptized the Rede's design system: Desyre (the acronym for DEsign SYstem REde); I did content presentations, brought speakers, I've helped to implement the Ops culture among other activities.
The objective was "a memorable phygital journey", from the moment the terminal arrived to the online integration (unboxing and onboarding) we've created new one packs for Rede. We've explored the interlocution, betting on the users, where themselves are a multiplying agents of the message, amplifying the reputation of the brand.
We adopt the "project incubation" format, this method is used to create, develop and test an idea or a big challenge. We associated UX design, service design, Agile methodologies that used to format, test and apply new ideas to our product and service.
The "Rede Experience" is a phygital platform, which can be consulted at any time by users and allows complete access to the journeys of the POS terminals, the Network and also the main competitors.
The result is an extensive discovery work, filled with information displayed in wiki format. The discovery shows the user's journey, from first contact with the product, contracting and commercial conditions, accreditation, onboarding, equipment exchange, cancellation, retention and satisfaction survey.
SUPORT & SERVICE
Calls for support and integration of partners were arrived by emails and messages. That way created noise, bad integration between the areas involved and governance problems. It was necessary to structure a workflow and migration of calls to a unified service tool. We've done workshops together stakeholders to map the types of call and validate the journeys. The dynamic was successful and resulted in a decision tree. We've delivered the demand, achieving an excellent result: we reduced the number of opening calls by 5 times.