Unifying Digital and Offline Invoices
About
Itaú Unibanco is the largest private bank in Brazil and the leading financial institution in Latin America, offering a wide range of banking and financial products.
I had the opportunity to work on a credit card platform project, designed as a white-label solution that can be easily adapted to meet the needs of different partner institutions.
company: Itaú Unibanco | data: 2018 - 2020 | tools: figma and invision | team: Product Managers, Front-end, Back-end
The challenge
The main challenge was to improve the way users understand their credit card statements at the end of each month.
Over 86% of centralized customer service requests were driven by confusion or lack of clarity regarding the billing details.
Understand
How do users view their statements?
To identify user needs and pain points, we conducted a survey that revealed key insights about their behaviors
Users rely on the PDF invoice to manage their finances and feel secure having it, especially when no disputes are needed.
Also they need clear and straightforward information about invoice amounts, purchase postings, and fees to feel confident and avoid confusion.
Participants: 30 people | Age: 25 - 45
Prototyping
Initial studies
Based on insights gathered from the survey, we learned that users value having a downloadable PDF invoice for managing their finances and feeling secure in case of billing issues. With this in mind, we began prototyping the PDF invoice feature to address these user needs and improve their overall experience
Result
PDF INVOICE
The solution was to bring key information already available in the app to the printed invoice, ensuring customers have a consistent experience both online and offline.
