I held the position of Senior Designer at Oi Telecom, which is one of Brazil's four largest telecommunications companies, with millions of customers. During my tenure, I played a key role in the development of the company's new e-commerce journey. Also the development of the Joice chatbot UX.
Position
Senior Product Designer
Where
Rio de Janeiro (On-site)
When
2018-2021
At the time of the project, we faced the challenge of the company going through a judicial recovery process (Chapter 11). This made it even more challenging to bring the process of acquiring the company's services (broadband internet and mobile telephony) to the digital environment. The solution was developed in collaboration with Oracle teams. As a senior designer, I was involved in the research process, creation of user journeys, user testing, interface implementation, and quality assurance. The outcome was a platform that, in the first semester after launch, was already responsible for 17% of the company's market share. This project was one of the successful cases that helped the company emerge from its judicial recovery process (in 2022).
We worked to deliver a design system, with rules and components for all products and pages. We defined all design principles, brand guidelines, UI components, design patterns, accessibility guidelines, content guidelines, design assets, documentation and maintenance processes.
Because WhatsApp is a popular messaging channel in Brazil, Oi decided to use the platform to quickly send out digital invoices. To provide customers with an efficient digital experience, the telco digitized its internal processes and created Joice, a WhatsApp-run digital assistant as a self-support platform for its customers.
My responsibilities on this project included conducting research, discovery and data analysis to inform the development of a data-driven user journey and experience. I also designed and prototyped the conversational flow, ensuring a user-friendly and efficient interaction with the Chatbot.
Read rate for WhatsApp messages (compared to 49% for email).
Clients received their invoices via WhatsApp every month.
In cost savings in 2020.