Bradesco Seguros
Pension Statement
The project was initiated in July 2022. With the end of the first half of the year, the cycle of income tax declarations concluded, and the tax refunds began.
Impact
190K
costumers impacted
89%
user approval
And more…
This project encourages sustainability policy
Accessibility when facing edge cases.
The outcome
The Challenge
Our main challenge was to enable clients to obtain their retirement statements digitally, as it was previously only possible through the call center – which would become overloaded this time of the year.
The Process
Discovery
Desk Research
In the desk research we found out that 12% more Brazilians purchased private retirement plans in the first half of 2022 compared to the same period in 2021. It took 3 days for an account holder to obtain their retirement account statement through the customer service center. And 195 thousand account holders with some form of retirement plan contracted.
CSD Matrix
An initial navigation was carried out within the bank's current retirement menu and our main questions from the headquarters were brought to the product team.
Research outcome
During the scope definition phase, we validated the technical feasibility for filter implementation, an essential requirement. We established that data querying would focus on transactions from the last two years to facilitate easier loading and optimize search performance. We determined that the balance should be displayed as a total, with the crucial possibility of querying by plan. Furthermore, we confirmed that a separation of balances and statements would be required for hybrid plans (corporate + individual). Finally, we learned that the balance can be viewed separate from the statement, though not the other way around. These key insights provided a solid foundation for the information architecture and feature construction.
Benchmarking
The first observation was internal, mapping the display of balance and statement in features such as bank transfer, investments, and open banking. After observing external products as well, we found at some key points.
Definition
Key Points
They were fundamental to define our MVP.
Sending PDF
The PDF was an alternative for those who wanted to open it on desktop or save it to easily view the large amount of information.
Earnings
The team considered the hypothesis that it was important for the account holder to track the growth of their wealth.
Calendar filter
When investing in the same plan for a long time, the amount of information can hinder a query for a specific period.
Types of retirement plan
Different plans have different balances and different statements. Although they make up the total wealth, it is important to view each one according to its specifics - PGBL and VGBL.
Value Proposition Canvas
We could identify the impact of our solution.
Wireframes
Usability Test
To analyzing user navigation for statement retrieval, extending to methods of inquiry with preset periods and calendars, as well as statements longer than 24 months for email delivery. The test has been made with high fidelity prototype made in Adobe XD. The 5 participants had complete 4 tasks after a short interview about digital behavior.
The results and insights
Approval: 89 out of 100 on System Usability Scale (SUS)
01
Displaying the year being queried, even for periods of less than 24 months (system visibility heuristic).
02
Having the balance viewable alongside the statement was crucial for the users.
03
Opening the screen with a standard period view.
Delivery and handoff
The handoff was conducted by presenting the prototype to the team and sharing the XD file in DEV Mode. This made it possible to deliver the code for the components linked to Liquid, the bank’s Design System.
