Portfolio
Itaú Unibanco (at Blip)
Itaú Unibanco is the largest bank in Latin America with more than 100 million customers.
The Team
- Me as the Product Manager; 1 UX designer; 3 Chatbot developers; 1 Data Analyst; 1 Conversations Analyst.
The Challenge
- Itaú's service desk make calls to send feedback to users who have opened some kind of ticket or complaint at their attendance centres and the bank has an SLA defined by the Central Bank of brazil to respond to these users;
- With calls, they had only 11% of efficiency on finding the customers and provide the necessary information;
- High call centre costs.
What We've Done
- Created a new automated user journey that reached their customers through WhatsApp, understanding that 93% of Brazilians uses the app on a daily basis;
- Performed several A/B tests to define the best user experience based on user data analysis;
- Defined a common user journey template to enable escalation to multiple bank areas and products (Credit Cards; Insurance; Mobile App assistance; Credit Loans; etc.);
- Reduced time of delivery for each user journey (2 weeks on average from discovery to delivery in PROD);
- Developed two PowerBI dashboards to provide data analysis to Itaú as soon as the journeys went live.
Key Results (in 6 months)
- Almost 7x more efficiency on reaching customers (from 11% to 74%) in 2 months;
- More than 11 user journeys in Production for different bank areas and products in 6 months;
- Almost 95% reduction on operational costs average, reducing human service need and redirecting call centre services effort to more important activities.
Recovery (at Blip)
Recovery is a credit recovery company that belongs to Itaú Unibanco's Group.
The Team
- Me as Product Manager; 1 UX designer; 3 Chatbot developers; 1 Data Analyst; 1 Conversations Analyst.
The Challenge
- Conversational channels management (WhatsApp and Instagram chatbots) with almost 700k MAUs average;
- Increase revenue by rising conversion rates;
- Lower human transfer rates by increasing self-service resolution.
What We've Done
- More than 3 million on active marketing messages per quarter;
- 7 A/B tests in 6 months of new user journeys with the objective to increase conversion rates;
- Beta tester for WhatsApp Flows/Extensions on June 2023.
Key Results (in 6 months)
- 7% conversion growth;
- 5% revenue growth;
- 20% reduction on human transfer service rates;
- 8% headcount reduction on human service, reducing operational costs;
- 13% more user retention in 3 steps on the conversion funnel;
- Direct Facebook/Meta investments on the channel.
Flix (at T10)
Flix is a 100% digital home Insurtech company that provides insurance in the form of monthly subscriptions without bureaucracy.
The Team
- Me as Project Manager; 2 UI/UX designer; 2 Backend Engineers; 2 Frontend Engineers (1 Tech Lead); 1 Mobile Engineer; 1 QA Engineer.
The Challenge
- Optimize the checkout experience;
- Optimize website page loading time (before us they used a standard wordpress template for the website);
- Enable insurance sales via whitelabel websites to B2B partners;
- Fulfill all SUSEP compliance requirements so Flix could evolve from an insurance broker to become a digital Insurtech.
What We've Done
- Complete rebranding;
- We built all B2C and B2B website and mobile app using Go-To-Market Strategies;
- Integrations to fulfill compliance requirements with the Brazil's government insurance superintendency (SUSEP).
Key Results
- We turned our checkout experience to last less than 1 minute to acquire a digital home insurance;
- Significant CAC reduction by client segmentation;
- We grew the number of B2B leads by more than 200% with Flix 2Business website and the number of closed deals in almost 100%.
Biofílica Ambipar (at T10)
Biofílica Ambipar is a carbon stock developer company, four times elected as the best in the world of forest carbon projects.
The Team
- Me as Product Manager; 1 UI/UX designer; 2 Backend Engineers (1 Tech Lead); 2 Frontend Engineers; 1 QA Engineer; 1 Data Engineer.
The Challenge
- Biofilica came to us with a major objective: increase their operational efficiency;
- They needed to scale the number of managed without rising headcount, therefore increasing the generated number of carbon credits.
What We've Done
- Run a huge discovery (user interviews and researchs) with all company areas (PMO, enviromental analysts, financial, marketing, sales, etc.);
- Built and validate lo-fi and hi-fi prototypes with user usability tests between areas;
- Built a MVP that fits the company needs.
Key Results (after 2 months release)
- Analysts could reduce their time spent on managing carbon projects tasks and almost doubled their managed projects, leading the carbon stocks to grow as well and directly multiplying Biofilica’s revenue;
- Besides increasing operational efficiency, Sales and Marketing teams had now the visibility and predictability to plan their sells and advertising campaings.
Tribanco/Banco Triangulo (at T10)
Tribanco works in synergy with Martins Group offering services and products in order to develop and turn the micro and small retailer more competitive in the current market.
The Team
- Me as Product Manager; 1 UI/UX designer; 1 Backend Engineer (Tech Lead); 2 Frontend Engineers; 1 QA Engineer.
The Challenge
- At the time, the bank approached us due to the pain of not having a well-defined process for managing proposals for banking products for legal person public, which represents the majority of their portfolio. This process had an average response time for counter-proposals of 4 days, which led to a large client loss for other bank;
- The process was done using 3 different Excel sheets among different teams, so they had a strong problem with the files versions;
- Communication was done entirely by email, making the process time-consuming and prone to human error.
What We've Done
- Based on the presented scenario, we carried out a discovery with the entire bank's pricing area and understood that they needed a platform that could centralize the entire process of simulation and connect all teams communication with an API integration with their CRM (Salesforce).
- After prototyping and ran a series of usability tests, we developed a platform that manages all proposal pending approval from current or new clients, through RAROC calculations, forecasting risks and returns for the bank.
Key Results
- We were able to reduce the time for counter-proposals by 50%, taking now an average of 2 days for the "proposal life-time";
- In addition, we removed the need to use outdated and unsynchronized excel spreadsheets as well as email communication between areas, improving efficiency between areas.
Shopper (at T10)
Shopper is a replenishment system similar to a subscription supermarket where you keep items on your shopping list and receive them automatically on a daily, weekly or monthly basis (depending on the type of product).
The Team
- Me as Project Manager; 1 UI/UX designer; 1 Data/Infrastructure Architect; 1 Fullstack Engineer; 1 Android Engineers (Tech Lead); 1 iOS Engineers; 1 QA Engineer; 1 Data Scientist.
The Challenge
- Optimize the landing page experience;
- Create the mobile experience for the new 'Fresh Shop';
- Optimize order assembly process and logistics;
- Reduce infrastructure costs.
What We've Done
- Complete landing page revision based on user analytics provided by Hotjar and Google Analytics;
- Prototype and built the 'Fresh Shop' (Android and iOS Native), that was a new shop inside the main app that would provide the recurrence of fresh products as fruits, breads, etc.;
- Provided a new logistics structure for the Shopper warehouses where orders were assembled, based on the creation and study of statistical models (using machine learning) to define the best order of SKUs and assembling stages for collaborators;
- Restructured the cloud infrastructure (AWS) for the entire Shopper environment.
Key Results
- 5% NPS growth in 4 months;
- 490% reduction in annual cloud infrastructure costs;
- 20% reduction in order assembly time;
- 'Fresh Shop' finnished 2 weeks in advance of the planned go-to-market date.