proteçÃO
Risk Coverage Enrollment - Brasilprev
The legacy chatbot, while interactive, created tech barriers in navigation, leading to a ~40% drop-off rate in the hiring funnel. NPS feedback highlighted frustrations with robotic flows and lack of intuition. After refining scalable endpoints, we reimagined the journey for the client portal app.
Unlike the chatbot's outdated frontend, this migration delivered a seamless experience, slashing abandonment and addressing key user pain points.
Results
Risk coverage conversions rose 15%, boosting NPS by +8 points. Cross-sells gained strong traction with positive feedback, validating the chatbot-to-app migration.
IOF
IOF incidence on annual contributions to VGBL plans exceeding R$600,000 per CPF
No need to dive into the details of this well-known tax in Brazil. Regulators set the compliance deadline. Time to get to work!
We focused on delivering not just the best experience, but crystal-clear communication—reassuring VGBL plan holders and smoothing out friction in tax-impacted journeys.
Our biggest challenge? Distilling a complex tax into simple, actionable info without sparking anxiety or confusion. We designed the user flow to clearly explain when and how to declare IOF, spotlighting self-declaration scenarios versus mandatory cases—especially after sporadic contributions.
Plus, we prioritized transparency on periodic contributions: every value change instantly reflected its impact on the tax calculation base. This built user confidence and boosted self-declaration conversion rates, letting people meet obligations seamlessly without doubts or flow disruptions.
Results
It was an experience blending education, clarity, and trust—empowering VGBL holders to handle regulatory mandates with ease.
Self-declaration conversions soared, slashing the need for customers to manually report IOF during extra contributions or periodic adjustments.
Even with a new regulatory burden, NPS for IOF-related journeys held steady, proving our design delivered the clarity and confidence users needed.
Switching Investment Funds
Enables seamless shifts in reserve distribution across available funds directly in the Brasilprev app
Simplifying the process and building trust were the core challenges in this user journey.
User research with real pension clients revealed a key insight: many participants didn't even know their plans included investment funds—or that they could tweak the mix.
Plus, touching anything tied to financial futures naturally sparks insecurity.
The result? Before sketching a single wireframe, this flow was primed for high abandonment.
To make it accessible and safe, we split the journey into two paths: a "recommended" mode with expert allocation suggestions for less investment-savvy users, and an "advanced" mode for free fund selection.
Clients wishing to switch pension funds need to feel their decision is safe
To hit that goal, the journey kicks off with investor profile assessment—delivering recommendations tailored to each client's risk tolerance and the current economic outlook.
Recommendations come with key fund details front and center—spotlighting risk levels and performance history to empower informed decisions.
Depending on their strategy, users can route monthly contributions to new funds or stick with current allocations.
For investment-savvy clients, we added a "Choose Your Own Funds" option—unlocking full freedom to customize their plan's allocation.
Results
Clients report higher confidence and security when switching funds, boosting NPS scores.
The clear interface makes risks, history, and recommendations easy to grasp—reinforcing a true sense of control.
Users across investment maturity levels feel supported, whether through recommended or free-choice modes. Key wins:
Lower abandonment, more requests,
efficient flows,
and strong adherence to recommendations (70% of requests).
This journey strikes the perfect balance of autonomy and safety, delivering personalized experiences that build user trust while driving engagement and product efficiency metrics.
Entain - Digital Entertainment
At Entain, I crafted experiences for sports betting, online casino, and other digital gaming solutions.
Bwin Italy
Mobile phone validation - OTP
Results
Significant improvements were observed in key statistics related to the OTP authentication process, including an increased success rate in code validation, a reduction in the average time required to complete authentication, a decrease in the average number of code resend requests, a reduction in the typing error rate, and consequently, an increase in conversion. Although these are single figures, these improvements indicate a more efficient, fluid, and reliable authentication experience.
Bwin Germany
GDPR A/B Testing | Opt-in Email
Results
To choose the best version, we combined the quantitative learnings from the A/B test with the qualitative insights obtained via User Testing App.
We observed an increase in the opt-in rate for email. Therefore, more users opted for email (the channel prioritized by stakeholders) among the other options, with email being the most prominent option and other options presented in a secondary way.
Simpler and more fluid. With that in mind, Version B was chosen and remained in production.
Germany new payment method
SCHUFA
In crafting the flow, we leaned into core UX principles. Transparency stayed front and center—giving users clear visibility into their verification status at every step.
Error messages and guidance were sharp and actionable, so if data validation hit a snag, people knew exactly what to fix. We also slashed friction by prioritizing auto-verification before any manual asks.
For edge cases where automation fell short, a smooth fallback flow kicked in—enabling manual checks and document uploads.
The whole journey was built with regulatory compliance in mind, aligning tightly with KYC (Know Your Customer) and AML (Anti-Money Laundering) standards for identity verification and fraud prevention.
Experience
Brasilprev S/A
November/2019 - Present
Crafting experiences for pension products and services —focusing on digital solutions that empower financial planning, investment management, and long-term financial
security for clients.
Entain - DIgital Entertainment
june/2019 - November/2019
Crafting experiences for sports betting, online casino, and other
digital gaming solutions