UX/UI | Itaú Unibanco Bank
Role UX/UI | Category UX Design
Unfortunately I can’t share details of this projects online, but I can share the challenges we overcame and how we did it.
If you want to see more, just get in touch 👋
I was an UX Designer at Indra (a consulting company), working together with Itaú Bank’s Project Team to transform their HR processes.
Itaú is the largest private sector bank in Brazil. To update any software is difficult. To transform an entire process is a real challenge.
In my 9-months at Indra/Itaú, I led the UX design of a really sensitive product and was able to make so much impact that even Itaú’s VP recognised my expertise. I couldn’t achieve this without the hard work of our multidisciplinary team.
Our Plan & The Three Major Challenges
Third Major Challenge: 3 Products in 1 Go
Through our discovery exercise, we found out that one product wouldn’t be enough. We had to draw 3. One for each public. Each one had specific needs and rules. Drawing one huge product that fits all would be harder for the end user to manage and even harder to develop.
We also had to keep in mind that someone who was in a specific public this year could be in another one the next year. So our overall user experience should feel the same.
Our solution was finding a process that made sense for everyone. Once we had that default process, we could implement the special features and rules to each public.
Second Major Challenge: Active User x Passive User
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The hugest feature was exhibition mode. For business reasons, the passive users were more important than the actives. But the active’s pain points were way bigger.
To counter this challenge, we focused on a new modern UI for the passive users. A refined designed with easy to read information. And a new control screen to the active users with simpler interactions.
First Major Challenge: Building with the wrong Concept
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Yes, it can happen to the best of the teams. Sometimes you just find out that one of the fundamentals concepts of the project is wrong. Half of the product is already coded and the dead line cannot be moved. What to do beside panic?
We took a deep breath and decided to talk about it the next day. I put together a presentation of our old concepts and our product flow diagram for the meeting. I made new versions of our concepts so they could match with our new understanding. I also proposed a new product flow diagram that wouldn’t affect what the development team had already done. This helped us have a productive meeting and we worked together on a solution.
Photo credit: ghirson on Visual hunt / CC BY-NC
It doesn’t matter the size of the project, problems will appear. That is fine. That is just the way the cookie crumbles. Just be sure that your team trust each other. Everyone is there for a reason. Trust their expertise just as you trust yours and together you will find a way to make everything work out. That is what helped me through this project :)