Avenga - Grupo Petersen
2025
The Challenge: Redesigning a Platform for a Demanding Industry
"The team had built something technically solid. But no one had checked whether business clients could actually understand it."
Research & findings
I moderated usability tests with 5 real business banking clients, preceded by a pilot test with a non-banking user to validate the prototype and script. Sessions were run with a second designer acting as observer.
Two critical issues emerged:
Users couldn't track where they were. They assumed the negotiation was complete before finishing all required steps — a critical error in a financial flow.
The new architecture created confusion for existing users. Clients familiar with the previous flow couldn't find where to negotiate checks in the redesigned version — an unexpected bias introduced by the new structure.
I also facilitated a prioritization workshop with the Product Owner and product team, using an effort–impact matrix and stakeholder voting to align on which fixes to implement first.
The solution
Working within the existing design system, I defined three key improvements:
Negotiation stepper
A persistent progress indicator showing all stages of the check discounting process. Users could see exactly where they were, what came next, and when the transaction was truly complete, reducing anxiety and preventing premature exits.
Inline guidance messages helped users migrating from the previous flow find their bearings in the new information architecture. Transaction status feedback was made explicit at each step.
Multichannel communication campaign
To ease the transition for existing clients, I defined the content strategy for informational campaigns across customer contact channels, preparing users before they encountered the new flow.