Context
Customer Offers already existed in the Natura consultants’ app. Before redesigning it, I needed to understand why consultants were or weren’t using the previous experience.
Research
I defined the studies needed, wrote the interview script and interviewed customers to understand behaviors, pain points and opportunities for improvement.
Ideation
With the interview insights, I ran a workshop with the PO, Tech Lead, QA and developers. We used Brainwriting to explore and validate different solution ideas.
Prototyping
I built a high-fidelity prototype to validate the solutions with users.
Usability testing
Testing brought new insights and let me refine the solution before implementation.
Delivery
After the adjustments, I handed off to development along with component documentation.
Result
After launch, I tracked usage metrics. The new experience showed a significant improvement in feature usage.
Part of that came from the improved experience and the new Design System, which made navigation clearer and more consistent.