BUSINESS CASE
RECONCILIATION PORTAL
Creating the best credit card reconciliation portal on the market
Role
Design Lead
Company
UX Design Lead
Tools
Figma, Miro
Location
Brazil
Duration
3 months
Introduction
One of the biggest payment methods service company in the world wanted to Redesign its entire Credit Card Transactions Reconciliation Portal experience.
Role & Responsibilities
In this project my responsibility was to:

Lead the Design Team;

Structure and Onboard of the Business team;

Plan and Run the Research phase;

Facilitate all Ideation Processes and Design Workshops (Design Sprint sessions);

Created the Wireframes and Initial UI;

Conduct the Users/Business Interviews and Usability Tests;

Collect and Present the Results to the Product Leadership Board and Key Stakeholders.

The Challenge
The goal was to understand the current product status, gaps and opportunities of improvement, the business goals and the users needs. In order to create the best experience for the clients addressing the business strategies.

Key pain points:

After running several user interviews and usability tests, the following pain points were found:

- Outdated Design: The portal has an outdated look and feel, which contributes to a negative user experience.

- Poor Usability: The system is not user-friendly, making it difficult for users to navigate and complete tasks efficiently.

- Functionality Issues: Users frequently complain about functionalities being overly complex and the user journey being unclear.

- Performance Problems: The portal operates slowly, frustrating users who need quick access to information and functions.

- Unnecessary Complexity: The portal contains long forms with excessive and unnecessary fields, which complicates the user experience further.
Old interface screens
The solution design process
Through the Product Solution Design Process, we use creative design processes and tools such as Design Sprints and Ideation Workshops, alongside with research processes, prototyping creation and usability tests, validating ideas and possible solutions to address business opportunities in a short timeframe.

It was decided to use the Design Sprint in order to present to the Business a way to learn fast about the Product Strategy without having to develop and launch a product.
This way we've expected to have:

a better business and product team alignment;

risk reduction and ROI increasing;

product long term Vision & Goals definitions;

a high fidelity prototype tested in a short timeframe;

quick results of tests with real users.

The solution design process
16
INTERVIEWED EXPERTS
During the Research Phase, Interviews with Specialists (Stakeholders and Users) were carried out, we listened to a diverse group of people with different needs, perspectives and points of view of the product that helped in the mapping of needs and challenges.
70
"HOW MIGHT WE" OPPORTUNITIES
The team gathered important information, mapping the opportunities, needs, challenges and objectives of the initiative.
6
POTENTIAL SOLUTIONS
During the Design Sprint, potential solutions were developed and design concepts conceived by the team to meet the users needs.
32
HOURS OF GREAT COLLABORATION
Many hours of collaborative activities! There were 16 hours of team workshop, with 12 collaborative activities and 16 hours of prototyping and testing.
Sprint Goals and Challenges
Objective:
Create the new Reconciliation Platform, offering its customers a robust and scalable digital solution with the best experience for our users.
Long-Term Product Goal:
“In 2 years we will be the best Payment Ecosystem Reconciliation Platform in the national market!”
Main Challenges:
During the Interview sessions with the Business the following challenges were raised. These topics would demand important attention throughout the product design process.

Create an scalable product

Improve the Platform Performance

Follow the evolution of the market

Create a product with a friendly and modern user interface

Offer a solution oriented to decision making and business leverage

"if a picture is worth 1000 words, a prototype is worth 1000 meetings"

DAVID KELLEY. IDEO
Prototype & tests
During the Design Sprint the Design Team created a high-fidelity prototype with one of the core user's journey.  With we were able to collect real and instant impression from the users on the proposed experience.

We've collected prompt feedback and were able to analyze which changes and improvements should be made on the new solutions. The Design Sprint help us to jump into the future and see the real reaction of the users even before to develop the real application.
Prototype tests results design sprint
16 PERFORMED TESTS
Ater the Design Sprint 16 users tested the prototype and provided feedbacks
93% USER JOURNEY
93% the users considered the USER JOURNEY user friendly and intuitive
87% of Approval
87% of the users APPROVED the new UI that was proposed
4,5 EXPERIENCE SCORE
An outstanding 4.5 Experience Score signifies excellence and satisfaction in every aspect.
92 INITIAL NPS
On a scale of 0 to 10, how likely are you to recommend our new Reconciliation Solution Portal to a friend or colleague?
After improvement
Key results
After implementing the necessary changes and addressing the pain points, the following positive results were achieved:

-  Modernized Design: The portal now features an updated, modern look and feel, significantly enhancing the overall user experience.

-  Improved Usability: The user interface was redesigned to be more intuitive and user-friendly, leading to a 43% increase in user satisfaction scores.

-  Simplified Functionalities: Key functionalities were streamlined, and the user journey was clarified, reducing significantly user complaints.

-  Reduced Complexity: Long forms were simplified, removing unnecessary fields, which decreased form completion time by 25%.

Overall, these improvements resulted in a significantly better user experience, aligning with business goals and enhancing client satisfaction.
New System User Interface and look & feel.
My Contribution
In this project, I led the design team, structured and onboarded the business team, and planned and ran the research phase. I facilitated all ideation processes and design workshops, including Design Sprint sessions, to generate possible innovative solutions.

 I created the wireframes and initial UI, ensuring a cohesive and user-friendly design. Additionally, I conducted users/business interviews and usability tests to gather valuable insights.

Finally, I collected and presented the results to the product leadership board and key stakeholders, ensuring alignment and securing buy-in for the proposed changes.
Customer's feedback about the solution design process
”Face with a great Digital Transformation challenge in our organization, where we knew where we wanted to go, we had great ambitions and enough resources to put our project into practice, but we needed to make the ideas tangible and create a consistent backlog of execution.

We then ran a Design Sprint facilitated by Roque and were positively surprised by the method that proved to be extremely effective in generating a collaborative solution that met the needs of our customers! In just a few days, we converged on a scalable prototype, validated by the main National and International Business Stakeholders.

The entire Solution Design Process was outstanding, the result was incredible, a dynamic, engaging, light and relaxed experience masterfully led by Roque Sales!”‍
Group Product Manager
Other comments from the business team...

We really liked the process activities!

We've trusted the Methodology and it Worked!

A Success Case for the Organization.

The interviews with the experts were great.

The team's alignment was key result!

We've learned even more about the Product and the Business.

A great example of well-executed teamwork.

What we've accomplished in such a short time was remarkable!

Impacting business organization through design