Billing & Debt Recovery
Debt negotiation was a phone call. We made it a five-minute self-service flow — recovering BRL 4.5M in the first year alone.
Debt recovery lived on the phone.
Interactions were mostly handled by phone, without standardized processes. This resulted in low user autonomy, limited control over negotiation progress, and a team spending hours on manual negotiations that could be automated.
Discovery to delivery, end to end.
As Senior Product Designer, I worked on the conception and definition of the digital experience, collaborating with commercial strategy, IT, and participant relationship teams. I mapped user flows, created wireframes, designed high-fidelity prototypes, defined requirements, created dashboards, and validated with stakeholders and the legal team.
Three decisions that changed the numbers.
One unified flow for all profiles
Rather than separate interfaces for participants, employees, and partners, we built a single flow with role-based access. Improvements made in one place benefited everyone simultaneously.
Two-factor authentication without traditional login
Participants with cancelled plans couldn't create accounts. We solved this with contract data identification + email/SMS verification — secure access without a login wall or account creation friction.
Self-service as the default, not a feature
The platform was designed to complete negotiations in under five minutes without active contact. Every decision — flow length, payment options, confirmation steps — was evaluated against that constraint.
A five-minute flow. BRL 54M negotiated.
BRL 4.5M recovered. 10,000+ autonomous negotiations.
BRL 4.5M
already paid through self-service
BRL 54.1M
in installment negotiations
3,000+
contracts reactivated with benefits
10,000+
negotiations completed autonomously
Have a project in mind?