Banking Support Platform
2023
Product Design Lead
BTG Pactual
Context
The main support platform for BTG’s individual transactional account.
Challenge
Scattered information and limited autonomy to resolve simple support cases.
Goal
Reduce operational dependencies and make support workflows faster and more efficient.
Before
The portal brought together information related to accounts, cards, credit, and onboarding in a single platform. Over time, the growing volume of information, lack of visual organization, and limited user autonomy started making simple support tasks harder to complete.
Evidence
The most frequent issue at L1 was not always the most relevant at L2. Data helped us identify where the biggest bottlenecks were.
Before redesigning any journey, we needed to understand the portal’s structure and how its different areas worked together.
Tactical definition
To meet the project timeline, I requested the temporary allocation of three designers who were already working on the BTG+ customer-facing experience.
My hypothesis was that designers who already understood these topics would reduce the learning curve and accelerate delivery.
Scalable foundation
The portal also revealed a broader need: the bank did not yet have clear standards for web-based products.
In parallel with the project deliveries, I helped define shared navigation structures, layouts, and components to ensure consistency across different workstreams.
As a result, this helped to:
Simplify the designers’ workflow
Reduce rework during development
Make QA validations faster and more predictable
During validation, not every pain point had the same impact
User testing showed that the main challenges were not only related to navigation, but also to information access and the ability of support agents to take action.
Key learnings included:
Lack of emphasis on priority information
Missing data and actions required for support
Recurring dependency in onboarding, cards, and financing journeys
Solution
Results
~35%
reduction in support escalation
+2k
users impacted
+4
journeys delivered
UI Kit