Itaú & EBAC
exploring the power of UX/UI Design!
exploring the power of UX/UI Design!
The project was developed in partnership with Itaú Bank, and British School of Creative Arts and Technology - ebac, for the development and practice of skills during the study of the UX/UI Designer profession.
this study contemplates a Complete creation of UX Research, UX Design and UI Designer processes focused on offering the best user experience, bringing new features needed by the bank on different devices
Itaú & EBAC: Elevating the User Experience with UX Research
Analysis of Banco Itaú from the customers' point of view and creation of an action plan based on its results. Raising hypotheses of where there may be an opportunity to create new solutions for different devices.
1. Research: Desk Research and Benchmarking
The company's presence across multiple media outlets, including social media and customer feedback and review channels, was analyzed over the course of a month through an investigative design process.
2. Navigation and Usability Research
I analyzed how users interact with the platform in many scenarios and across different Itaú devices and products. Task analyses allowed me to evaluate different design and functionality approaches.
3. Design System and Prototyping
I created a new Design System, prototyped it for different devices and tested it to ensure an intuitive and efficient user experience.
Data & Results
Problems with Account Closure and Access to Money: (5.2%)
Problems with the App and Online Services Functioning: (15.7%)
Dissatisfaction and Complaints: (18%)
Technical Issues (application related): (22.1%)
Billing and Debt Issues: (5.2%)
Difficulty with Service and Responses via DM: (1.7%)
Praises and Positive Comments: (2.3%)
conclusion
Through a user-centered approach, innovative ideas were explored, and tools with visual and functional solutions were implemented, prioritizing the safety of those who choose Itaú.
This study provides a detailed overview of each stage of the process, from the initial analysis to the final delivery of a responsive, simple, and efficient digital ecosystem.
As a result, it is possible to enhance the customer experience at Banco Itaú, offering a more intuitive and satisfying journey across all digital touchpoints.
