Problem

Initial Problem Description: Banco Pan credit cards were sent to customers via the Post Office, but many were lost, misplaced, or not delivered. This frequently occurred in high-risk regions or areas not served by the Post Office, resulting in hundreds of incidents.

Pesquisa

UX Research Methodology and Findings: To address the problem, I used a comprehensive UX Research approach:

1. Qualitative Research: I conducted interviews with the postal service provider to understand the limitations and problems faced in deliveries.

2. Quantitative Data Analysis: I analyzed customer data and complaints received about the non-receipt of cards to identify patterns and critical areas.

Main Discoveries

• Delivery Risk: We identified that in some regions, cards were frequently lost or not delivered due to risk or lack of service by the Post Office.

• Lack of Communication: Customers were not effectively informed about the delivery status or the next steps to take in case of problems.

Solutions

Ideation and Prototyping

1. First Solution - Proactive Communication: Creation of a flow in the Chatbot to inform customers that they should look for the nearest Post Office branch if the card did not arrive in 15 days.

2. Second Solution - ZIP Code Verification: Based on eCommerce knowledge, I suggested consulting the database to verify if the customer's ZIP code was in a high-risk or unsupported region. During the flow, directly inform customers in affected areas to look for the Post Office branch.

3. Third Solution - API Implementation (Adopted):

4. Development of an internal API containing information from the ZIP code database.

5. Manipulation of the regions in the API to inform customers during the flow if they should look for the Post Office branch.

6. This solution required fewer resources and was more efficient to implement.

Results

Impact and Success Metrics:

• Increase in Customer Satisfaction: Customer satisfaction increased by approximately 15%, reflected by the increase in NPS to 75 in the quarter.

• Improved Communication: We significantly reduced complaints related to the lack of card receipt, thanks to proactive and clear communication.

• Operational Efficiency: The implementation of the internal API made the process more efficient, allowing customers to receive accurate and timely information about the delivery of their cards.

Property Notice

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.