Nubank - Customer Support Platform

Using Design Sprint to create a new vision for a customer support platform.

Company

Nubank

My Role

Facilitator

User Research

UX/UI Designer

Devices

Desktop

Sector tags

Startup, fintech, digital bank,SaaS, 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

Shuffle is an internal tool created in 2014 to support Nubank's customer support. Now, Nubank has expanded globally and increased the number of products, its customer service numbers have become impressive.

As a result, it has become increasingly challenging to manage the high volume of customer contacts and maintain control over the support processes across various channels.

Company numbers

80MM

custommers

40MM

contacts

800K

humman support

Understanding

When I joined the team temporarily, there was no designer and various problems were being addressed separately, without a unified vision. Therefore, my first step was to gain an understanding of these issues.

As the year came to a close, the MT (Management Team) recognized the need for a plan for the next year. We decided to conduct a Design Sprint to map out all the existing problems and develop a new vision for Shuffle. The goal was to address these issues for the new team.

Known problems

Overload

Too many widgets for every new product added, resulting in too much information displayed at once for the agent.

Channel inconsistencies

Different ways for agents to interact with jobs causing a bad experience.

Performance issues

Unnecessary widgets are loaded for every job attendance, leading to decreased performance.

Privacy concerns

Displaying more information than necessary to agents during attendance infringes on data protection regulations such as GDPA in Brazil.

Research methodologies

Shuffle contains a vast amount of information, so we began by reviewing the previous research conducted at Nubank and analyzing variables through business data.

Internal data

Co-creation process

We had the participation of all of our key stakeholders and even our customers: the agents.

The fact that they were so excited to be part of the process and bring us their valuable insights was particularly gratifying. It really helped us understanding their perspective and the challenges they face on a day-to-day basis, which was instrumental in shaping our approach.

Solving

Our deliverable of this Design Sprint was a prototype that was validated by a group of internal customers.

During the Design Sprint session, the participants voted on the four most important changes to have in the ne Shuffle, which we we bring for the prototype. Based on the results of the usability testing, we identified additional improvements that needed to be made, which will be the responsibility of our in-house designer to complete.