Matheus Rocha
About
Inter Cel 2.0 is Inter's mobile phone operator, with VIVO coverage. In version 2.0, we have introduced a series of features that make the user's life easier and meet the demands that were not addressed in version 1.0.
The Problem
The initial version of the product didn't provide a good experience for users in several aspects.
The coverage was from SURF and didn't had a good signal, which led to a series of complaints that our Customer Experience department could not address.
What we did
- Survey of the main issues in CX, social media, and metrics.
- Mapping of certainties, assumptions, and doubts about the product.
- Product journey mapping.
Benchmark
We understood how the main competitors addressed the product’s challenges to build an experience where the user can meet all their needs.
Execution
The main objective of the homepage is to display consumption data.
Plan subscription.
The subscription flow was simplified to facilitate the transition to the Inter Shop flow.
Team
Pedro Gonzaga, Matheus Rocha
Matheus Rocha
About
Visual notes
About
Inter Cel 2.0 is Inter's mobile phone operator, with VIVO coverage. In version 2.0, we have introduced a series of features that make the user's life easier and meet the demands that were not addressed in version 1.0.
The Problem
The initial version of the product didn't provide a good experience for users in several aspects.
The coverage was from SURF and didn't had a good signal, which led to a series of complaints that our Customer Experience department could not address.
What we did
- Survey of the main issues in CX, social media, and metrics.
- Mapping of certainties, assumptions, and doubts about the product.
- Product journey mapping.
Benchmark
We understood how the main competitors addressed the product’s challenges to build an experience where the user can meet all their needs.
Execution
The main objective of the homepage is to display consumption data.
Plan subscription.
The subscription flow was simplified to facilitate the transition to the Inter Shop flow.
Team
Pedro Gonzaga, Matheus Rocha
Matheus Rocha
About
Visual notes
About
Inter Cel 2.0 is Inter's mobile phone operator, with VIVO coverage. In version 2.0, we have introduced a series of features that make the user's life easier and meet the demands that were not addressed in version 1.0.
The Problem
The initial version of the product didn't provide a good experience for users in several aspects.
The coverage was from SURF and didn't had a good signal, which led to a series of complaints that our Customer Experience department could not address.
What we did
- Survey of the main issues in CX, social media, and metrics.
- Mapping of certainties, assumptions, and doubts about the product.
- Product journey mapping.
Benchmark
We understood how the main competitors addressed the product’s challenges to build an experience where the user can meet all their needs.
Execution
The main objective of the homepage is to display consumption data.
Plan subscription.
The subscription flow was simplified to facilitate the transition to the Inter Shop flow.
Team
Pedro Gonzaga, Matheus Rocha