Nubank - Customer Support Management
Using research to enhance a product maturity and create a platform to support customer service.
Company
My Role
Product Designer
User Research
UX/UI Designer
Devices
Desktop
Sector tags
Startup, fintech, digital bank, customer support, and internal tools.
Context
Nubank is the biggest Neobank worldwide (app-based), with 80-million-users and the best customer satisfaction rates compared with the other 15 biggest financial institutions in Brazil.
Challenge
To kept up with Nubank's rapid growth over the past few years, the company decide to develop a solution to support the customer service internally. As a result, it is currently facing several issues with usability, performance, scopes/accesses, and lack of features.
Company numbers
80MM
custommers
40MM
contacts
800K
humman support
Understanding
Research methodologies
We had limited knowledge about our internal clients, which directly affected the development of our product. To address this, we conducted research on our operations to understand the user journey and identify how our customer experience platform (CXP) connects with our customers' daily needs.
Internal data
Daily accesses, tickets, NPS results.
User interview
In-Depth interviews and shadowing sessions with the managers.
Benchmarking
Looking at how other tools handle this situation.
Known problems
To manage the agents to work on different channels and queues they use a tool that was developed during a hackathon, that faced several challenges, such as:
Usability
Besides lacking an attractive appearance, the tool had basic errors in its components. For example, drop-down menus looks like text fields, among other issues.
Lack of features
The product hasn't changed since it was first released. Besides basic improvements, it required new features to accommodate the growing demands of customer service.
Performance
The loading time was excessively long, making the tool very slow when performing basic tasks, such as viewing agent information.
Access restrictions
The user faced access errors trying to edit specific actions and access other areas on the same page due to restrictive access rules.
Solving
Short-term solution
To address immediate needs, we decided to test the Ant Design library and develop a bulk mode feature while our team explored the possibility of creating a new tool.
Results
The improvements in the current tool have brought positive impacts, which, in turn, supported our case for creating a new tool:
Tool vs spreadsheets
Reduced spreadsheet usage from 90% to 21%.
Performance
The adjustments enhanced loading times from 18s to 3s.
Information security
By reducing the use of scripts, agent data became more secure
Long-term solution
Beyond a replacement
Our aim is to have a single platformed customer-facing tool for the whole CXP: we create Backstage as an essential pillar of CXP platforming, where other teams should be able to develop any customer-facing feature for our internal customers inside it.
Monitoring
A real-time dashboard that displays agent availability, allowing the Managers to make informed decisions more efficiently.
Workflows
Our system enables seamless ticket connectivity across different queues, accommodating various levels of customer support.
Learnings
And, of course, not everything was easy. Here are the key lessons I learned during the process:
New vs legacy
Creating is easier than maintaining. Engineer's analysis is essential to persuade stakeholders.
Relationships
Establishing relationships with stakeholders was essential in gaining influence over features.
Research
To avoid bias, it was important to conduct research with both internal and external stakeholders.