App for
Customer Service and Support
for
Merchant Acquiring
Role
Design Lead responsible for defining the product strategy and user experience of a customer self-service application for one of Brazil’s largest payment providers, working closely with multidisciplinary product teams during a major digital transformation.
Challenge
Reduce reliance on call centers by creating a digital experience that enables customers to resolve technical issues, schedule field visits, access tutorials, and request services independently.
Approach
Led product strategy, user flows, information architecture, visual direction, and implementation follow-up, helping shape a scalable and user-centered mobile experience.
Capabilities
Product Design
UX/UI Design
Mobile App Design
Information Architecture
User Research
Usability Testing
Interaction Design
Wireframing
Prototyping
Design Leadership
Cross-functional Collaboration
Process
Overview
Tests
& Research
Wireframes
Cocreation
Wireflows
Layouts
Highlighted
Results
• Increased customer autonomy.
• Reduced support friction.
• Improved usability test performance.
• Scalable product architecture.
• Agile delivery model adopted as an internal reference.