Movistar
Prosegur Alarms
2023 - Present
In Movistar Prosegur Alarms I colaborate on the evolution of the company's digital ecosystem, working on the continuous improvement of the customer experience across key touchpoints.
My work focused on designing scalable solutions, aligned with business goals and aimed at increasing user autonomy, improving product understanding, and driving overall user satisfaction.
+350K B2C and B2B customers
Overview
The existing experience made it difficult to access the most relevant features, increasing dependency on the call center and limiting user autonomy. This had a direct impact on satisfaction, app usage, and the operational load of customer support.
The goal of this project was to redefine the experience to enable self management, improve the visibility of key features, and deliver a clearer, more accessible, and scalable navigation.
Role
Responsible for user research processes, definition of flows and information architecture, and presenting proposals to stakeholders. Worked closely with Product Owners, development, and business teams to ensure a focused, consistent, and scalable implementation.
Challenge
Reduce product complexity and the learning curve, improving the understanding of functionalities and increasing user autonomy, while maintaining consistency, accessibility, and minimal cognitive load.
Solution
Through analysis of app usage data and insights gathered from user research, we redefined the information architecture and navigation model.
We designed a clearer and more structured experience, focused on surfacing the product's key functionalities, providing access to information, and reducing friction in the most frequent tasks ultimately decreasing dependency on the call center.
Learnings
This project reinforced the importance of designing scalable architectures from early stages, especially in products with growth and integration plans.
Continuous user research proved essential to prioritize strategic decisions, reduce cognitive load, and encourage recurrent app usage.
It also highlighted the value of close cross disciplinary collaboration to deliver consistent, high impact experiences.
Data
0 %
Call reduction
+ 0 pts
NPS
0 %
Load reduction
- 0 %
Time per session
Side projects
Personal projects where I explore ideas, technologies, and narratives that inspire me. Spaces for experimentation to learn, fail, and create without limits.
