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tua

Project

TUA - Torre Única de Acionamento

(Single Drive Tower)

Context

Company:

Itaú Unibanco

Employer:

BRQ

Role:

Digital Product Designer

Workplace:

Operational Technology Center

(São Paulo – SP)

Overview

Itaú used several platforms to manage pending issues in technical, operational, and administrative areas, which generated communication noise and hindered efficient resolution of pending issues.

Project home screen displayed on a monitor

High level goals

01

Understand users’ pain points to create a solution that increases the efficiency of resolving pending issues across the various squads that use the system.

02

The solution needs to integrate the different teams and systems in a way that facilitates communication between them.

Initial Challenge

This project had its estimated number of hours underestimated in its budget, which made it necessary to design it in record time without failing to prioritize the quality of usability and its effectiveness.

Aproach

In order to create a solution that would meet the client’s needs in the short time available, it was necessary to propose the solution in an MVP, align priorities with the project leaders and stakeholders on an ongoing basis, and develop a concise and aligned plan among all those involved. The main method used for the solution was design thinking, where we immersed ourselves in the process of understanding the user’s pain points through unstructured and semi-structured interviews, to then create the user flow and then the MVP.

Planning

1º day
Business alignment
2º day
Interview with stakeholders
3º day
Analysis of collected data
4º day
Creating the user flow
5º day
Validation with stakeholders and prototyping
15º day
Finish the prototype
16º day
Conduct usability testing
17º and 18º day
Design changes on prototype
19º day
Validation of changes
20º day
Final delivery

Discovery

Users needs

To identify user pain points, semi-structured qualitative interviews were conducted with employees from different squads who would use TUA and with employees who worked on the technical support team.

Analysis of collected data

The main pain points founded:

  • 1.Difficulty communicatingbetween employees and squads
  • 2.Lackof employeeengagementto resolve pending issues
  • 3. Groups withoutdated data,withincorrect informationormissing informationfrom the system
  • 4. Manysystems without integrationto resolve pending issues

Definition

Values

Based on the user’s pain points, we identify the desired values:

Assertive communication
Engagement
Engagement
Synergy

User flow mapping

User flow mapping of Single Drive Tower

Development

Solution

After creating the userflow, to save time, we designed the solution in high fidelity, taking advantage of the design system components that were already ready to create the MVP. After that, usability tests would be carried out to identify points that would need improvements to begin the iteration design.

Delivery

The prototype

Home screen - Search

Home page with search field and filter for employee, group/community, supplier, acronym/routine, and business service.

CRUD experience of groups

Screens that enable CRUD functionalities on the platform, including creating, viewing, updating, and deleting groups.

Creation and notification of pending issues

Pending creation and notification screens

Group with pendding issues

Screen of groups with pendding issues and screen of pendding issues of the group

The result

Even though we have not yet carried out usability tests after the launch of the MVP, the feedback from the client company was very satisfactory, as the project was not only carried out in the short time available, but the client company’s KPI indicators also showed that there was a 42% increase in the efficiency of resolving pending issues for their teams when they started using the TUA platform.

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