Data Management optimization

Large financial institution focused on banking services and strategic information management.
São Paulo, Brazil - Oct 2023 / Ma 2024

Service Design and Innovation | Operational Efficiency | Digital Transformation

The financial sector constantly faces challenges in data management and operational efficiency. Decentralized information, lack of standardization, and excessive manual processes hinder employee experience and strategic decision-making.

The project aimed to restructure data communication and visualization, enhancing clarity, accessibility, and efficiency.

The Project

The project was designed to develop a digital portal that centralizes strategic information, ensuring greater transparency, accessibility, and efficiency in workflow management. The approach included in-depth research with internal users, process analysis, and solution prototyping to streamline data access and management across different areas of the organization.

The solution aimed to:

  • Identify and prioritize pain points and opportunities.

  • Integrate multiple systems and data sources.

  • Develop an intuitive and customizable digital environment.

  • Minimize communication gaps between teams and processes.

Research and Strategy

To ensure the portal met users' real needs, strategic research and analysis phases were conducted using service design and innovation tools.

Immersion and diagnosis

  • Stakeholder Mapping: Identification of key areas impacted by the current system, mapping information flows and interdependencies.

  • In-Depth Interviews: Qualitative discussions with employees to uncover daily challenges and critical pain points in data management.

  • User Journey Analysis: Detailed mapping of key touchpoints in interactions with existing systems, highlighting barriers and friction points in information usage.

  • Desk Research: Benchmarking and identification of best practices in data management and internal portals within large organizations.

Ecology Map

Solution Structuring

Based on the insights gathered, the solution was designed to address challenges such as:

  • Excessive manual processes → Implementation of automation to eliminate rework.

    Lack of system integration → Development of a centralized and interoperable portal.

    Challenges in data sharing → Creation of customizable dashboards for different user profiles.

    Internal communication gaps → Establishment of access standards and information categorization to ensure clarity and data governance.

Tools Used:

  • Co-Creation Workshops: Aligned expectations, mapped challenges, and validated solutions with stakeholders, ensuring the digital portal met users' real needs.

  • Information Architecture: Structured data organization to make navigation more intuitive.

  • Wireframes and Interactive Prototypes (Figma): Iterative interface and user experience testing before final implementation.

  • Design Sprint: Collaborative process for rapid solution definition and hypothesis validation with stakeholders.

Co-creation workshop with the Client

Validation and Refinement

The validation and refinement phase involved usability testing, adherence analysis, and iterative adjustments to ensure the solution met users' needs. Feedback collected during tests and workshops helped enhance the interface, optimize workflows, and ensure greater efficiency in navigation and data access.

  • Usability Testing: Sessions with employees to assess portal navigation and functionality before final implementation.

  • Adherence Analysis: Evaluation of early usage indicators for continuous adjustments and improvements.

  • Implementation Roadmap: Strategic planning to ensure gradual adoption and proper user training.

Results and Impact

This project exemplifies how service design and digital transformation can optimize processes and enhance the internal experience in large organizations. Through a structured approach, integrating research, co-creation, and digital engineering, it was possible to develop an efficient, intuitive solution aligned with business needs, such as:

  • Reduction in time spent searching for information, increasing team productivity.

  • Automation of processes, eliminating manual steps and reducing operational errors.

  • Improved decision-making with interactive dashboards and strategically organized data.

  • Enhanced communication between departments, fostering greater alignment and transparency in information flow.

  • Intuitive adoption and employee engagement due to user-centered design.