Try Consultoria was contracted to address a challenge for one of the largest banks in Brazil, involving a benchmark study with 12 market players, including banks, marketplace platforms, and e-commerce platforms. The goal was to understand how to improve customer engagement through e-commerce by analyzing direct competitors of the bank's marketplace and other leaders in the online commerce market. Additionally, the study examined incentive and engagement mechanisms commonly used across the market. The objective was to gather insights and identify potential opportunities to enhance the bank’s e-commerce offerings.
The investigation also included a cliente oculto (mystery shopper) purchase, allowing the team to experience the process firsthand and evaluate it from a customer’s perspective. The methods used included buyer journey mapping, which documented each player's journey from initial positioning to post-purchase, and desk research, where players were analyzed and segmented into four predefined categories for detailed comparison.
Photo: UX Indonesia na Unsplash
3 months project divided in 3 phases: investigation, definition and report.
3 months of research and analysis
The final deliverable was a comprehensive report with findings and implementation recommendations, along with a Figma book documenting with screenshots and explanations what we discovered
12 players were investigated
A team of 6 researchers and experience designers
The final deliverable was a comprehensive report that presented key findings and actionable implementation recommendations. It provided an in-depth analysis of the challenges and opportunities identified during the project. In addition, the report was accompanied by a detailed Figma book, which visually documented the entire journey.
This Figma book included screenshots, annotated explanations, and insights that were gathered throughout the study, offering a clear visual representation of the user experience and engagement strategies. The combination of these two resources equipped the client with both strategic guidance and practical, visually-grounded insights for implementation.
I lead the Try team, focusing on:
Team Leadership: training, aligning processes, understanding roles, onboarding new members, and sharing responsibilities.
Project Management: ensuring deadlines are met, overseeing delivery responsibilities.
Planning: organizing demands based on the project timeline, setting clear deadline deliveries.
Leadership Alignment: facilitating essential communication between leadership for successful project outcomes.
Creating UX Culture: developing flexible, creative processes with designers, enhancing seniority and decision-making power within the UX team, and acting as a bridge between Try and procuct area of the client.
Team Orchestration: identifying and addressing issues, ensuring adherence to rules, and maintaining organization in tools like Figma.
Process and Standards Development: establishing team processes, including Figma standards, design systems, and sprint rituals.
Ritual Definition: conducting daily updates to keep the team informed and weekly critiques to review and address potential issues.