Some projects as a Product Designer at the second-largest telecommunications company in Brazil
Improvements made in collaboration with stakeholders from different areas to enhance the self-service experience for Claro customers with our digital products.
Background
With users facing difficulties in logging into the app, there was a need to renew and expand the non-logged-in area. In other words, some functionalities could be accessed even before the user provided any login details. In October 2022, we brought together various departments of the company and held a series of meetings. This was a 4 months project and included brainstorming and co-creation sessions with multidisciplinary teams. The outcome was a smoother journey for various Claro self-service products, with reduced clicks in some cases, and a way to attract potential new customers.
As a Product Designer, my role was to analyze all these insights, evaluate them, contextualize them and testing the prototype in-store with real users. And finally, put them into practice!
After a few months, I was promoted to a new team responsible for integrating features from the home internet app into the mobile internet app – ultimately leading to a unified app. With this change, I started contributing to various improvements in journeys and new interfaces, which I will now showcase at different moments, from the MVP to the version that is currently live.
The challenge & the Discovery process
In my two years at the company, I participated in several collaborative workshops involving Designers, Developers, Product Owners, Business Analysts, Q.A., C.X., and Research and Trends areas. I also conducted many in-person surveys in shopping malls across various regions of São Paulo.
Throughout the process, the idea was to identify problems and brainstorm improvements that would facilitate the use of the application by our customers in their daily lives.
⌖ Tools &
Methods:
Methods:
Design Thinking, High-Fidelity Prototyping, Figma, Usability Testing, Maze, In-Depth Interviews with Customers
Main Design solutions
