Cred Imob's real estate financing clients received between two and nine PDF documents via Chatbot. The instructions for printing, filling out, and resending were provided all at once, causing confusion and increasing the chances of errors in the process.
Research
UX Research Methodology and Findings
To identify and understand the difficulties faced by customers, I used a UX Research approach based on:
Quantitative Data Analysis
We collected data from approximately 3000 customers over the previous three months to analyze churn, attempt, dropout, and incomplete documentation rates.
Qualitative Research
We conduct interviews with clients and analyze feedback received during customer service to identify specific frustrations and challenges.
User Journey Mapping
We mapped the current process to identify critical points and opportunities for improvement.
Main Discoveries
Information Overload: Customers felt overwhelmed when receiving all documents and instructions at once.
High Error Rate: The confusion generated by the complex process resulted in a high error rate in completion.
Need for Guidance: There was a clear need for a more intuitive and guided process to improve the user experience.
Solutions
Ideation and Prototyping
Personalized Interactive Flow: I developed an interactive flow in the Chatbot that identified the type of client and the number of documents needed before initiating the submission.
Implementation
The implementation was carried out through the Blip platform, with an API integrated into the client's system.
The project was developed in Figma and implemented using the C# programming language.
I created a conversational flow, including phrases developed with my UX Writer expertise.
We conducted usability tests with a pilot group of clients to ensure the effectiveness of the new process.
Results
Impact and Success Metrics:
Improvement in User Experience: We had a 12% increase in user satisfaction due to the clarity and ease of the new process.
Error Reduction: There was a 25% reduction in errors in filling out and submitting documents.
Increased Efficiency: The time required to complete the process of sending and returning documents was reduced by 32% for both clients and the institution.
Notice of Property
All images used in this case are for illustrative purposes only. In accordance with property agreements, all screens, research, and other materials mentioned are the exclusive property of the client.
