Overview
At Ion, we centralize the investment portfolio of itau Unibanco in a single app. As Product Designer on the time of Remote Formalization, I create a simple and safe journey for hiring investments without having to go into an agency.
I worked with the compliance and legal teams to ensure that the app conforms to the norms and requirements.
We simplify the formalization process, eliminating the bureaucratic parts and the need for physical travel.
The Challenge
The bank, needed to update the oldest design of the remote formalization flow, to fit the new technology, update its design, and ensure it aligns with the standards of the national bank.
Design process
At our project, we apply Design Thinking and Lean UX methodology, integrating them into the agile process of the SQUAD, which follows a two-week cycle with several sprints.
Throughout the design process, workshops and research were conducted to understand the needs of both users and investment advisors, ensuring the quality of the project development with the guidance of the UX Lead.
The steps included:
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Understanding the needs of users and investment advisors;
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Aligning the business and leadership vision with the designs;
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Conducting Design Critiques;
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Testing with users;
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Conducting the Handoff
Interview with the user
Main insights of users:
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Preference for concise and relevant information on the details screen, with emphasis on the most important information.
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Desire for a quick and simple flow during formalization.
After conducting tests with the users, we identified the need to reduce the number of clicks, insert legal screens at the beginning of the app, and make the formalization journey more fluid with fewer steps.
Blueprint
The process of formalizing hiring begins outside the app or the bank environment when advisors or managers communicate with the customer to offer or respond to a specific investment request, aiming to find a better option according to the client’s profile. Therefore, mapping all the steps until acceptance is fundamentally important to identify contact information and opportunities for improvement.
Goals:​
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Understand the entire process of remote formalization of the product, from the first contact to hiring.
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Indentify the difficulties faced by customers and investment advisors during remote formalization.
Benchmark
After understanding the steps involved in formalization, I conducted interviews with the users to identify their main difficulties and also conducted a competitor analysis.
Protótipo de Alta Fidelidade
Based on tests with users to understand the challenges of the journey and identify improvements, we launched an enhanced version of the app, utilizing new bank technology and an optimized journey. The high-fidelity prototype was developed to offer a more refined experience to users.
