[{"data":1,"prerenderedAt":4538},["ShallowReactive",2],{"projects-list-en":3},[4,1627,2146,2720,3282],{"id":5,"title":6,"body":7,"client":6,"cover":1603,"description":1604,"draft":1605,"extension":1314,"inProgress":1605,"meta":1606,"navigation":24,"order":1607,"outcomes":1608,"path":1613,"publishedAt":1614,"role":1615,"seo":1616,"stem":1617,"summary":1618,"tags":1619,"tools":1623,"url":1614,"year":1625,"__hash__":1626},"projectsEn\u002Fen\u002Fprojects\u002Ffixxyapp.md","FixxyApp",{"type":8,"value":9,"toc":1513},"minimark",[10,15,31,37,41,44,47,52,61,65,68,71,75,94,99,103,106,112,115,129,134,137,151,155,163,167,175,180,184,187,191,197,203,209,216,220,225,230,235,243,247,252,257,262,270,275,278,282,286,289,293,296,300,305,308,312,315,319,322,327,331,335,338,344,350,354,357,363,369,373,376,382,388,392,395,401,407,412,416,419,423,429,435,439,446,452,458,462,469,475,481,485,491,499,504,510,516,522,528,539,546,551,565,572,577,581,584,588,592,600,604,611,616,619,624,628,632,635,638,641,649,652,655,658,669,673,676,687,690,698,702,706,709,712,715,719,722,725,728,736,741,745,748,983,988,992,996,1004,1008,1014,1020,1024,1032,1036,1041,1046,1050,1057,1061,1066,1071,1075,1082,1086,1089,1093,1100,1103,1135,1139,1142,1147,1151,1155,1158,1162,1170,1174,1180,1184,1190,1194,1202,1206,1213,1217,1220,1366,1370,1404,1408,1411,1419,1423,1426,1434,1438,1441,1449,1453,1456,1464,1469,1475,1478,1483,1486,1491,1494,1499,1502,1505,1510],[11,12,14],"h2",{"id":13},"services-platform-redesign","Services platform redesign",[16,17,18],"p",{},[19,20],"video",{"src":21,"width":22,"height":23,"autoPlay":24,"loop":24,"muted":24,"playsInline":24,"ariaLabel":25,"className":26},"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fintro.mp4",260,538,true,"Video demo of the FixxyApp app",[27,28,29,30],"mx-auto","rounded-2xl","border","border-default",[32,33,34],"case-badge",{},[16,35,36],{},"Context & goals",[11,38,40],{"id":39},"a-need","A need",[16,42,43],{},"FixxyApp offers many kinds of services inside its app, from someone to mow your lawn to a babysitter.",[16,45,46],{},"Our business model aims at a services marketplace that's completely free for both users and vendors, so improving our engagement day to day is key.",[48,49,51],"h3",{"id":50},"platform-mobile-androidios","Platform: Mobile Android\u002FiOS",[16,53,54],{},[55,56],"img",{"alt":57,"height":58,"src":59,"width":60},"Screens from FixxyApp's current mobile app",1000,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fnecesidad.webp",1121,[48,62,64],{"id":63},"what-we-found","What we found",[16,66,67],{},"65% of users are interested in seeing images and\u002For videos related to the work vendors do.",[16,69,70],{},"80% of respondents buy services through local or general apps; this gives them the immediacy to meet their needs as soon as possible.",[48,72,74],{"id":73},"redesign-goal","Redesign goal",[76,77,78,82,85,88,91],"ul",{},[79,80,81],"li",{},"Build trust and a sense of security",[79,83,84],{},"Improve onboarding and the value proposition for providers (vendors)",[79,86,87],{},"Improve engagement",[79,89,90],{},"Prepare the interface to scale",[79,92,93],{},"Increase service-hiring conversion",[32,95,96],{},[16,97,98],{},"Audit & Benchmark",[11,100,102],{"id":101},"how-it-started","How it started",[16,104,105],{},"I analysed the current app and compared it with several US marketplaces, direct and indirect competition.",[16,107,108],{},[109,110,111],"strong",{},"Direct competition",[16,113,114],{},"Same model, same user, same problem.",[76,116,117,123],{},[79,118,119,122],{},[109,120,121],{},"TaskRabbit:"," Home-services marketplace with user–professional matching and in-platform payment.",[79,124,125,128],{},[109,126,127],{},"Handy:"," Same category, same flow, same English-speaking market where Fixxy operates (Honolulu, Hawaii).",[16,130,131],{},[109,132,133],{},"Indirect competition",[16,135,136],{},"They solve the same problem but with a different model or in an adjacent market.",[76,138,139,145],{},[79,140,141,144],{},[109,142,143],{},"Thumbtack:"," Connects users with professionals but works more like a directory with quotes than a direct-booking marketplace. Payment happens off-platform in many cases.",[79,146,147,150],{},[109,148,149],{},"GetNinjas:"," Same concept but Latam market (mainly Brazil), and payment also happens off-platform, with no native escrow.",[48,152,154],{"id":153},"competitor-summary","Competitor summary",[16,156,157],{},[55,158],{"alt":159,"height":160,"src":161,"width":162},"Competitor summary table: company, target market, payment model, UX\u002Ftrust and key differentiator",400,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fbenchmark-competidores.webp",1095,[48,164,166],{"id":165},"dimensions-matrix","Dimensions matrix",[16,168,169],{},[55,170],{"alt":171,"height":172,"src":173,"width":174},"Matrix comparing FixxyApp with TaskRabbit, Handy, Thumbtack and GetNinjas by dimension",525,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fbenchmark-dimensiones.webp",1506,[32,176,177],{},[16,178,179],{},"The challenge",[11,181,183],{"id":182},"identifying-the-problem","Identifying the problem",[16,185,186],{},"After analysing FixxyApp's interface, I identified 3 critical frictions that could limit user retention and create confusion during use of the app.",[48,188,190],{"id":189},"_1-mismatch-between-intent-and-social-format-homefeed","1. Mismatch between intent and social format (Home\u002FFeed)",[16,192,193,196],{},[109,194,195],{},"Problem:"," The current entry point uses a pattern similar to a social network, which doesn't align with the core intent of a services marketplace.",[16,198,199,202],{},[109,200,201],{},"Engagement impact:"," Users get no immediate triggers to solve a specific need, which limits exploration and time spent, since they find no direct relevance from the very first moment.",[16,204,205,208],{},[109,206,207],{},"Evidence:"," The feed shows large images with little contextual information about the usefulness, price or proximity of services.",[16,210,211],{},[55,212],{"alt":213,"height":214,"src":215,"width":172},"FixxyApp's current feed with large images and little context",1144,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Ffriccion-feed.webp",[48,217,219],{"id":218},"_2-cognitive-overload-during-exploration-map-view","2. Cognitive overload during exploration (Map view)",[16,221,222,224],{},[109,223,195],{}," Map markers appear clustered, creating high visual and cognitive load.",[16,226,227,229],{},[109,228,201],{}," This forces the user into multiple trial-and-error attempts to find what they're looking for. This friction in geographic navigation discourages discovery of new services in the area.",[16,231,232,234],{},[109,233,207],{}," A user looking for an electrician can't visually tell them apart from a dog walker without interacting with each marker individually.",[16,236,237],{},[55,238],{"alt":239,"height":240,"src":241,"width":242},"Current map view with clustered, undifferentiated markers",1143,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Ffriccion-mapa.webp",527,[48,244,246],{"id":245},"_3-trust-gap-and-friction-at-conversion","3. Trust gap and friction at conversion",[16,248,249,251],{},[109,250,195],{}," The booking flow is ambiguous and shows system messages that can be confusing when trying to hire a service.",[16,253,254,256],{},[109,255,201],{}," The lack of clear feedback on the next step creates uncertainty. If the user doesn't understand what happens to their money or their request, they're more likely to abandon the process before completing the transaction.",[16,258,259,261],{},[109,260,207],{}," Jumping straight from a booking button to a chat, with no clear confirmation of the request status, breaks the mental model of a safe, trustworthy transaction.",[16,263,264],{},[55,265],{"alt":266,"height":267,"src":268,"width":269},"Current booking flow that jumps straight to a chat with no confirmation",1185,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Ffriccion-conversion.webp",1146,[32,271,272],{},[16,273,274],{},"Opportunities",[16,276,277],{},"The main goal of the redesign is to move the app's perception away from a social network. To do so, the update goes beyond an aesthetic improvement; it introduces a professional yet approachable tone through the strategic use of calls to action (CTAs) across buttons and input fields.",[11,279,281],{"id":280},"key-improvements","Key improvements",[48,283,285],{"id":284},"direct-access-by-category","Direct access by category",[16,287,288],{},"Adding interactive category chips (for example, Plumbing, Cleaning) right under the search bar makes navigation much faster than searching for professionals one by one through the map or the feed.",[48,290,292],{"id":291},"explore-nearby-options-section","\"Explore nearby options\" section",[16,294,295],{},"Unlike the current app, where the feed shows large images with no clear context, the new interface uses compact cards that show the service name, ratings and a visible action button, making discovery and decision-making easier.",[48,297,299],{"id":298},"strengthening-trust-and-credibility","Strengthening trust and credibility",[301,302,304],"h4",{"id":303},"social-proof-reviews","Social proof (Reviews)",[16,306,307],{},"The new design adds a section called \"The best experiences\", which shows detailed reviews with \"Verified\" badges, timestamps and exact distance (for example, \"1.6 km\"). In the current version shown in the video, the feed only displayed large photos with no information related to customer satisfaction.",[301,309,311],{"id":310},"relevant-portfolios","Relevant portfolios",[16,313,314],{},"This improvement addresses one of the main frictions detected. Whereas the video showed a dog walker with mechanical tools in their portfolio, the new professional profile design (for example, José Berríos) shows images consistent with plumbing services, along with years of experience and the number of completed jobs.",[301,316,318],{"id":317},"process-guidance","Process guidance",[16,320,321],{},"A section called \"Getting started is simple\" was added inside the professional profile, clearly explaining the steps to hire a service: send a request, confirm availability and make a secure payment. This significantly reduces the uncertainty and anxiety of first-time users on the platform.",[32,323,324],{},[16,325,326],{},"Engagement",[11,328,330],{"id":329},"engagement-principles","Engagement principles",[48,332,334],{"id":333},"_1-reducing-decision-making-friction-the-google-effect","1. Reducing decision-making friction (The Google effect)",[16,336,337],{},"In the original app, users landed on a generic feed with a structure similar to a social network, where they had to \"guess\" the next step.",[16,339,340,343],{},[109,341,342],{},"Clear intent from the first second:"," By implementing a service-oriented search bar (\"What service are you looking for?\") together with category chips, much of the user's cognitive load is removed.",[16,345,346,349],{},[109,347,348],{},"Quick access:"," Users no longer browse simply \"to see what's available\"; they now arrive with the goal of finding a specific solution, which considerably reduces the initial drop-off rate.",[48,351,353],{"id":352},"_2-gamification-and-curiosity-guided-exploration","2. Gamification and curiosity (Guided exploration)",[16,355,356],{},"In the original app, all map markers appear clustered and undifferentiated by category, creating visual noise and hindering exploration.",[16,358,359,362],{},[109,360,361],{},"Immediate visual feedback:"," By differentiating markers according to service type, the map turns into a dynamic and more intuitive exploration tool.",[16,364,365,368],{},[109,366,367],{},"Discovery of unidentified needs:"," Sections like \"Explore nearby options\" or \"The best experiences\" encourage users to keep exploring the content, not for entertainment, but to discover relevant, valuable services. This significantly increases quality time spent inside the app.",[48,370,372],{"id":371},"_3-trust-as-currency-social-proof","3. Trust as currency (Social proof)",[16,374,375],{},"The main barrier to interaction on local-services platforms is uncertainty in the face of the unknown. In the previous version, profiles were confusing and often contained images barely relevant to the service offered.",[16,377,378,381],{},[109,379,380],{},"Real-time validation:"," Adding \"Verified\" badges, \"Completed jobs\" counters and testimonials that include exact distances (for example, \"1.6 km\") creates the perception of an active, trustworthy and transparent community.",[16,383,384,387],{},[109,385,386],{},"The proximity effect:"," Knowing that someone located just 500 metres away had a positive experience provides the confidence the user needs to move to the next step and complete the service hire.",[48,389,391],{"id":390},"_4-feedback-loop-and-process-closure","4. Feedback loop and process closure",[16,393,394],{},"The original app left users in a state of uncertainty after attempting a booking, showing confusing system messages that interrupted the experience.",[16,396,397,400],{},[109,398,399],{},"Action confirmation:"," The new \"Success\" screen together with the calendar integration properly close the user's psychological loop, delivering clear confirmation that the action was completed successfully.",[16,402,403,406],{},[109,404,405],{},"Utility-driven retention:"," By adding a \"Calendar\" tab, the app stops being only a tool to search for services and also becomes a management tool. This encourages users to return to the platform regularly to manage their appointments, strengthening long-term retention.",[32,408,409],{},[16,410,411],{},"First redesign iteration",[11,413,415],{"id":414},"home-screen-from-passive-browsing-to-actively-solving-needs","Home screen: from passive browsing to actively solving needs",[16,417,418],{},"The goal was to turn a generic social feed into a proactive hub focused on solving needs within the local marketplace.",[48,420,422],{"id":421},"_1-hierarchy-based-on-user-intent","1. Hierarchy based on user intent",[16,424,425,428],{},[109,426,427],{},"Semantic search:"," The location-only search was replaced with a search field focused on user needs: \"What service are you looking for?\"",[16,430,431,434],{},[109,432,433],{},"Category chips:"," A row of direct-access categories (Plumbing, Cleaning, etc.) was added, letting users segment services with a single tap and removing the cognitive load of unfiltered exploration.",[48,436,438],{"id":437},"_2-strengthening-social-proof","2. Strengthening social proof",[16,440,441,442,445],{},"To provide the context missing in the original app, the ",[109,443,444],{},"\"The best experiences\""," section was designed:",[16,447,448,451],{},[109,449,450],{},"Proximity and recency:"," Each review shows the exact distance (for example, \"1.5 km\") and the time elapsed since the experience, reinforcing the value proposition based on the immediacy and proximity of local services.",[16,453,454,457],{},[109,455,456],{},"Trust signals:"," \"Verified\" badges were integrated to build instant credibility before the user opens a professional's profile.",[48,459,461],{"id":460},"_3-conversion-oriented-cards","3. Conversion-oriented cards",[16,463,464,465,468],{},"The new professional profiles within the ",[109,466,467],{},"\"The best professionals\""," section are designed to convey authority and trust:",[16,470,471,474],{},[109,472,473],{},"Performance metrics:"," Indicators such as work volume (for example, \"80+ jobs\") and ratings obtained are clearly highlighted.",[16,476,477,480],{},[109,478,479],{},"Direct access:"," A \"View profile\" CTA takes the user straight to the professional's work evidence, solving the detected problem of irrelevant or unrepresentative portfolios.",[48,482,484],{"id":483},"_4-structural-utility","4. Structural utility",[16,486,487,490],{},[109,488,489],{},"Calendar integration:"," A \"Calendar\" icon was added to the navigation bar, turning the app from a simple search tool into an end-to-end solution for managing services and appointments. This adds continuous value and encourages users to return regularly to the platform.",[16,492,493],{},[55,494],{"alt":495,"height":496,"src":497,"width":498},"Redesigned home with annotations: tone shift, category chips and sections turned into chips",935,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fiteracion-home.webp",1080,[32,500,501],{},[16,502,503],{},"Geospatial exploration optimisation",[16,505,506,509],{},[109,507,508],{},"Iconographic differentiation:"," Category-specific pins were implemented (for example, a paw print for pet services), letting users visually identify nearby services without needing to interact with each marker first.",[16,511,512,515],{},[109,513,514],{},"Hybrid search and advanced filters:"," A search bar combining \"service + location\" was added, along with an advanced-filters button to segment results by distance radius, rating and availability.",[16,517,518,521],{},[109,519,520],{},"Dual views (Map\u002FList):"," A clear toggle was added to switch between map view and list view, adapting to users' different search mental models.",[16,523,524,527],{},[109,525,526],{},"Quick-view card:"," When selecting a professional (for example, Mariana López), a card with key information is shown:",[76,529,530,533,536],{},[79,531,532],{},"Real-time availability: Shows specific available time slots (for example, \"Today, 3 PM\").",[79,534,535],{},"Cost transparency: Clearly highlights the service's hourly rate.",[79,537,538],{},"Direct access: Includes \"Book now\" and \"Chat\" buttons to speed up the conversion flow.",[16,540,541],{},[55,542],{"alt":543,"height":496,"src":544,"width":545},"Exploration view with category pins and Mariana López's quick-view card","\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fiteracion-explore.webp",767,[32,547,548],{},[16,549,550],{},"High-trust profiles",[76,552,553,556,559,562],{},[79,554,555],{},"Data-driven validation: Key performance metrics were implemented in the profile header —years of experience, completed jobs and tasks done— to give the professional immediate authority and credibility.",[79,557,558],{},"Portfolio curation: The new design guarantees a perfect match between the service offered and the visual evidence presented. For José Berríos (Plumber), the portfolio now shows real plumbing work, removing the visual confusion seen in the original version.",[79,560,561],{},"\"Getting started is simple\" process guidance: A clear three-step process explanation was added (Send request, Confirm availability and Secure payment). This educates the user on the hiring flow and reduces uncertainty or fear of commitment before booking.",[79,563,564],{},"Optimised interaction: A prominent \"Book now\" button is complemented by a secondary chat option for quick questions, always keeping the focus on the main conversion goal.",[16,566,567],{},[55,568],{"alt":569,"height":496,"src":570,"width":571},"José Berríos' professional profile with performance metrics and a coherent portfolio","\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fiteracion-profile.webp",744,[32,573,574],{},[16,575,576],{},"Wireframes",[11,578,580],{"id":579},"how-the-design-process-went","How the design process went",[16,582,583],{},"I started from the research findings to define key flows and information structure, then explored different alternatives in low-fidelity wireframes, iterated with the team and with users, and finally reached higher-fidelity versions ready to prototype and test.",[48,585,587],{"id":586},"first-iteration","First iteration",[301,589,591],{"id":590},"low-fidelity-wireframes","Low-fidelity wireframes",[16,593,594],{},[55,595],{"alt":596,"height":597,"src":598,"width":599},"Low-fidelity wireframes of the full flow",905,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fwireframes-lofi.webp",2400,[301,601,603],{"id":602},"high-fidelity-wireframes","High-fidelity wireframes",[16,605,606],{},[55,607],{"alt":608,"height":609,"src":610,"width":599},"High-fidelity wireframes of the full flow",934,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fwireframes-alta.webp",[32,612,613],{},[16,614,615],{},"Testing with real users",[16,617,618],{},"I ran usability tests with qualitative metrics to validate the changes that were made and to iterate the flow, delivering a higher-value service for our users.",[16,620,621],{},[109,622,623],{},"Test steps",[11,625,627],{"id":626},"tests-run","Tests run",[48,629,631],{"id":630},"_1-first-impression-first-click-test","1. First impression \u002F First-click test",[16,633,634],{},"Estimated time: 3–5 seconds",[16,636,637],{},"Goal: Check what users understand when they see the new feed.",[16,639,640],{},"Questions:",[76,642,643,646],{},[79,644,645],{},"What do you think this app is about?",[79,647,648],{},"What's the first thing you'd do here?",[16,650,651],{},"Once the user answers these questions, we can provide a brief explanation of the current app. Using this as an initial ice-breaker activity, we continue with a moderated, task-based usability test.",[16,653,654],{},"Goal: Observe whether users understand the specific flow we're developing.",[16,656,657],{},"Typical tasks:",[76,659,660,663,666],{},[79,661,662],{},"Find someone to clean your house today.",[79,664,665],{},"Search for a lawn-mowing service near you.",[79,667,668],{},"Book (simulated) and pay for a service directly from the chat.",[301,670,672],{"id":671},"state-and-trust-comprehension","State and trust comprehension",[16,674,675],{},"During the booking\u002Fpayment simulation:",[76,677,678,681,684],{},[79,679,680],{},"Do they understand when a service has been accepted?",[79,682,683],{},"Are they aware that payment is processed via Stripe?",[79,685,686],{},"Do they know what happened to their money at the end of the process?",[16,688,689],{},"Best practices:",[76,691,692,695],{},[79,693,694],{},"Measure the completion time of each task.",[79,696,697],{},"Don't help the user complete the tasks.",[48,699,701],{"id":700},"_2-target-users","2. Target users",[301,703,705],{"id":704},"end-users-clients","End users (Clients)",[16,707,708],{},"Sample size: 6–8 participants.",[16,710,711],{},"Profile: People who currently use or have used apps like Uber, Rappi, Uber Eats, Cornershop, Lyft, Instacart, TaskRabbit, Femm, Urban Company, etc.",[16,713,714],{},"Goal: See if they navigate the feed quickly, find services easily and evaluate their experience with the booking\u002Fpayment flow.",[301,716,718],{"id":717},"providers-local-service-workers","Providers \u002F Local service workers",[16,720,721],{},"Sample size: 4–6 participants.",[16,723,724],{},"Fields: Cleaning, gardening, electrical, plumbing, pet care, etc.",[16,726,727],{},"Goal:",[76,729,730,733],{},[79,731,732],{},"Determine whether they see value in the \"Featured services\" block (paid promotion).",[79,734,735],{},"Validate whether the hiring and payment flow gives them a sense of security.",[32,737,738],{},[16,739,740],{},"Insights",[11,742,744],{"id":743},"the-12-insights-gathered","The 12 insights gathered",[16,746,747],{},"Table ordered by insight number. Each insight is developed in detail on the following pages.",[749,750,751,776],"table",{},[752,753,754],"thead",{},[755,756,757,761,764,767,770,773],"tr",{},[758,759,760],"th",{},"#",[758,762,763],{},"Insight",[758,765,766],{},"Area",[758,768,769],{},"Risk",[758,771,772],{},"Impact",[758,774,775],{},"Effort",[777,778,779,799,816,834,850,867,883,900,917,933,950,967],"tbody",{},[755,780,781,785,788,791,794,796],{},[782,783,784],"td",{},"01",[782,786,787],{},"The tagline gets cut off and the app's value isn't immediately clear",[782,789,790],{},"Onboarding",[782,792,793],{},"High",[782,795,793],{},[782,797,798],{},"Medium",[755,800,801,804,807,810,812,814],{},[782,802,803],{},"02",[782,805,806],{},"Search isn't the hero — users don't know what to do first",[782,808,809],{},"Home Screen",[782,811,793],{},[782,813,793],{},[782,815,798],{},[755,817,818,821,824,827,829,831],{},[782,819,820],{},"03",[782,822,823],{},"'Promoted' creates active distrust — users mentally filter those results out",[782,825,826],{},"Listings \u002F Explore",[782,828,793],{},[782,830,793],{},[782,832,833],{},"Low",[755,835,836,839,842,844,846,848],{},[782,837,838],{},"04",[782,840,841],{},"Lack of visual social proof — providers don't show finished work",[782,843,826],{},[782,845,798],{},[782,847,793],{},[782,849,798],{},[755,851,852,855,858,861,863,865],{},[782,853,854],{},"05",[782,856,857],{},"Book Now executes without confirmation — creates anxiety and distrust in the flow",[782,859,860],{},"Booking Flow",[782,862,793],{},[782,864,793],{},[782,866,793],{},[755,868,869,872,875,877,879,881],{},[782,870,871],{},"06",[782,873,874],{},"Price inconsistency between views breaks trust right before paying",[782,876,860],{},[782,878,798],{},[782,880,793],{},[782,882,798],{},[755,884,885,888,891,894,896,898],{},[782,886,887],{},"07",[782,889,890],{},"Chat isn't perceived as a direct channel with the provider — reduces post-booking engagement",[782,892,893],{},"Chat \u002F Communication",[782,895,798],{},[782,897,793],{},[782,899,833],{},[755,901,902,905,908,911,913,915],{},[782,903,904],{},"08",[782,906,907],{},"The escrow system isn't communicated — users don't know their money is protected",[782,909,910],{},"Trust & Safety",[782,912,793],{},[782,914,793],{},[782,916,798],{},[755,918,919,922,925,927,929,931],{},[782,920,921],{},"09",[782,923,924],{},"No post-service evidence mechanism — users can't resolve disputes",[782,926,910],{},[782,928,798],{},[782,930,798],{},[782,932,793],{},[755,934,935,938,941,944,946,948],{},[782,936,937],{},"10",[782,939,940],{},"Limited payment options — users with different payment habits are left out",[782,942,943],{},"Payment",[782,945,798],{},[782,947,798],{},[782,949,793],{},[755,951,952,955,958,961,963,965],{},[782,953,954],{},"11",[782,956,957],{},"No visible retention loop — users have no reason to return after the first service",[782,959,960],{},"Retention",[782,962,793],{},[782,964,793],{},[782,966,793],{},[755,968,969,972,975,977,979,981],{},[782,970,971],{},"12",[782,973,974],{},"The 'Verified' badge is the strongest trust signal — it isn't fully leveraged",[782,976,809],{},[782,978,833],{},[782,980,798],{},[782,982,833],{},[32,984,985],{},[16,986,987],{},"The improvements",[11,989,991],{"id":990},"building-a-high-fidelity-prototype","Building a high-fidelity prototype",[48,993,995],{"id":994},"home-feed","Home feed",[16,997,998],{},[55,999],{"alt":1000,"height":1001,"src":1002,"width":1003},"Comparison of the first and second iteration of the Home feed in high fidelity",2199,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fhifi-home.webp",988,[301,1005,1007],{"id":1006},"before-vs-after-feed-evolution","Before vs After — Feed evolution",[16,1009,1010,1013],{},[109,1011,1012],{},"Before:"," The Feed screen didn't clearly communicate the app's value proposition, giving the impression it focused only on cleaning services. Navigation didn't encourage discovery or retention, and elements that would build trust or give reasons to return were missing.",[16,1015,1016,1019],{},[109,1017,1018],{},"After:"," The new Feed becomes a clearer, more attractive entry point, prioritising search, quick categories and relevant content. Trust signals like verified professionals, protected payments and social proof are added, plus personalised sections such as favourites and saved providers. The experience moves from a transactional tool to a space for continuous discovery of local services.",[48,1021,1023],{"id":1022},"explore","Explore",[16,1025,1026],{},[55,1027],{"alt":1028,"height":1029,"src":1030,"width":1031},"Comparison of the first and second iteration of Explore in high fidelity",1932,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fhifi-explore.webp",1421,[301,1033,1035],{"id":1034},"before-vs-after-explore-evolution","Before vs After — Explore evolution",[16,1037,1038,1040],{},[109,1039,1012],{}," Explore worked mainly as a basic map\u002Flist view, where users had little information to evaluate providers. The experience didn't provide enough context about prices, availability, service quality or payment security, raising doubts before booking. The chat wasn't clear and exploration felt limited.",[16,1042,1043,1045],{},[109,1044,1018],{}," Explore evolves into a more guided and trustworthy search tool. Map and List views are added, provider cards with relevant information, filters, visible prices and availability, plus trust signals like protected payment and verified professionals. The experience makes it easier to compare options, talk to providers and move more confidently towards booking.",[48,1047,1049],{"id":1048},"profile","Profile",[16,1051,1052],{},[55,1053],{"alt":1054,"height":1055,"src":1056,"width":1031},"Comparison of the first and second iteration of the professional profile in high fidelity",1870,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fhifi-profile.webp",[301,1058,1060],{"id":1059},"before-vs-after-profile-evolution","Before vs After — Profile evolution",[16,1062,1063,1065],{},[109,1064,1012],{}," The professional's profile worked mainly as an informational view, with little structure to help the user make a decision. Information about services, coverage and trust wasn't sufficiently organised, making it hard to assess whether the provider was a good fit before hiring.",[16,1067,1068,1070],{},[109,1069,1018],{}," The profile evolves into a more complete conversion tool, organised into three sections: Portfolio, Services and Reviews. Key information is added, such as service area, coverage map, service details and other users' reviews. In addition, the Chat and Book buttons stay visible to make hiring easy at any moment.",[48,1072,1074],{"id":1073},"new-vendor-onboarding-flow","New vendor onboarding flow",[16,1076,1077],{},[55,1078],{"alt":1079,"height":1080,"src":1081,"width":599},"Step-by-step vendor onboarding flow",1137,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fvendor-onboarding.webp",[301,1083,1085],{"id":1084},"before","Before",[16,1087,1088],{},"The platform had no clear flow for users to become service providers. There was no guided experience to configure professional information, define services, set availability or build trust before starting to receive requests.",[301,1090,1092],{"id":1091},"after","After",[16,1094,1095,1096,1099],{},"A new ",[109,1097,1098],{},"Vendor registration and configuration"," flow is created, designed to turn a user into a professional ready to offer services within FixxyApp.",[16,1101,1102],{},"The process guides the user step by step to complete their profile:",[76,1104,1105,1111,1117,1123,1129],{},[79,1106,1107,1110],{},[109,1108,1109],{},"Professional profile creation:"," The user enters basic information, adds a profile photo and selects the services they offer.",[79,1112,1113,1116],{},[109,1114,1115],{},"Service configuration:"," They can define categories, subcategories, description, pricing model and rates, allowing them to present a clearer offer to future clients.",[79,1118,1119,1122],{},[109,1120,1121],{},"Coverage and availability definition:"," The work area is configured via location and service radius, plus available hours.",[79,1124,1125,1128],{},[109,1126,1127],{},"Portfolio building:"," The provider can upload images of completed work to demonstrate experience and build trust.",[79,1130,1131,1134],{},[109,1132,1133],{},"Validation and activation:"," At the end, the system confirms completed requirements such as identity, business information and payment method, enabling the profile to start receiving requests.",[48,1136,1138],{"id":1137},"result","Result",[16,1140,1141],{},"The new flow turns becoming a provider into a guided experience, reducing friction and building trust. The user goes from having no presence on the platform to having a complete professional profile, ready to connect with clients and generate income.",[32,1143,1144],{},[16,1145,1146],{},"Design System",[11,1148,1150],{"id":1149},"system-foundations","System foundations",[48,1152,1154],{"id":1153},"colour-palette","Colour palette",[16,1156,1157],{},"Warm Indigo as primary (trust + personality), Teal as secondary (freshness + verification), Amber as accent (warmth + energy).",[301,1159,1161],{"id":1160},"primary","Primary",[16,1163,1164],{},[55,1165],{"alt":1166,"height":1167,"src":1168,"width":1169},"Primary palette — Warm Indigo, shades 50 to 900",211,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-primary.webp",958,[301,1171,1173],{"id":1172},"secondary","Secondary",[16,1175,1176],{},[55,1177],{"alt":1178,"height":1167,"src":1179,"width":1169},"Secondary palette — Teal, shades 50 to 900","\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-secondary.webp",[301,1181,1183],{"id":1182},"accent","Accent",[16,1185,1186],{},[55,1187],{"alt":1188,"height":1167,"src":1189,"width":1169},"Accent palette — Amber, shades 50 to 900","\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-accent.webp",[301,1191,1193],{"id":1192},"semantic-colours","Semantic colours",[16,1195,1196],{},[55,1197],{"alt":1198,"height":1199,"src":1200,"width":1201},"Semantic colours — success, warning, error and info",195,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-semantic.webp",1350,[301,1203,1205],{"id":1204},"neutrals","Neutrals",[16,1207,1208],{},[55,1209],{"alt":1210,"height":1211,"src":1212,"width":1201},"Neutrals ramp — from white to black, shades 0 to 950",150,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-neutrals.webp",[48,1214,1216],{"id":1215},"typography","Typography",[16,1218,1219],{},"Plus Jakarta Sans for headings (geometric, with personality) + Inter for body (designed for screens).",[749,1221,1222,1238],{},[752,1223,1224],{},[755,1225,1226,1229,1232,1235],{},[758,1227,1228],{},"Token",[758,1230,1231],{},"Size \u002F Leading",[758,1233,1234],{},"Use",[758,1236,1237],{},"Recommendation",[777,1239,1240,1254,1268,1282,1296,1310,1324,1338,1352],{},[755,1241,1242,1245,1248,1251],{},[782,1243,1244],{},"4xl",[782,1246,1247],{},"40px\u002F48 · -1.0",[782,1249,1250],{},"Display heading",[782,1252,1253],{},"Large hero screens only",[755,1255,1256,1259,1262,1265],{},[782,1257,1258],{},"3xl",[782,1260,1261],{},"34px\u002F42 · -0.8",[782,1263,1264],{},"Hero text",[782,1266,1267],{},"Title1 \u002F display by space",[755,1269,1270,1273,1276,1279],{},[782,1271,1272],{},"2xl",[782,1274,1275],{},"28px\u002F36 · -0.6",[782,1277,1278],{},"Screen title",[782,1280,1281],{},"Title1 \u002F display: more standard",[755,1283,1284,1287,1290,1293],{},[782,1285,1286],{},"xl",[782,1288,1289],{},"24px\u002F32 · -0.4",[782,1291,1292],{},"Section title",[782,1294,1295],{},"Title2 — more presence",[755,1297,1298,1301,1304,1307],{},[782,1299,1300],{},"lg",[782,1302,1303],{},"20px\u002F28 · -0.3",[782,1305,1306],{},"Card title",[782,1308,1309],{},"Title3 \u002F headline",[755,1311,1312,1315,1318,1321],{},[782,1313,1314],{},"md",[782,1316,1317],{},"17px\u002F24 · -0.2",[782,1319,1320],{},"Subtitle \u002F Name",[782,1322,1323],{},"Headline \u002F main body",[755,1325,1326,1329,1332,1335],{},[782,1327,1328],{},"base",[782,1330,1331],{},"15px\u002F22 · 0",[782,1333,1334],{},"Body text",[782,1336,1337],{},"Subheadline → mainly body",[755,1339,1340,1343,1346,1349],{},[782,1341,1342],{},"sm",[782,1344,1345],{},"13px\u002F18 · +0.2",[782,1347,1348],{},"Secondary labels, metadata",[782,1350,1351],{},"Footnote — for metadata",[755,1353,1354,1357,1360,1363],{},[782,1355,1356],{},"xs",[782,1358,1359],{},"11px\u002F16 · +0.4",[782,1361,1362],{},"Captions, timestamps, badges",[782,1364,1365],{},"Caption2 — timestamps and badges",[301,1367,1369],{"id":1368},"font-weights","Font Weights",[749,1371,1372,1388],{},[752,1373,1374],{},[755,1375,1376,1379,1382,1385],{},[758,1377,1378],{},"Regular 400",[758,1380,1381],{},"Medium 500",[758,1383,1384],{},"SemiBold 600",[758,1386,1387],{},"Bold 700",[777,1389,1390],{},[755,1391,1392,1395,1398,1401],{},[782,1393,1394],{},"Body text, descriptions",[782,1396,1397],{},"Labels, subtitles",[782,1399,1400],{},"Buttons, links",[782,1402,1403],{},"Headings, prices",[48,1405,1407],{"id":1406},"spacing","Spacing",[16,1409,1410],{},"4px base. Each step is a multiple of 4px for fine granularity on mobile.",[16,1412,1413],{},[55,1414],{"alt":1415,"height":1416,"src":1417,"width":1418},"Spacing scale based on multiples of 4px, from 4px to 80px",414,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-spacing.webp",374,[48,1420,1422],{"id":1421},"border-radius","Border radius",[16,1424,1425],{},"Rounded corners to convey approachability and warmth. A visual differentiator versus competitors.",[16,1427,1428],{},[55,1429],{"alt":1430,"height":1431,"src":1432,"width":1433},"Border radius scale, from xs to full",184,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-radius.webp",868,[48,1435,1437],{"id":1436},"shadows-elevation","Shadows & elevation",[16,1439,1440],{},"4 elevation levels. Shadows with a neutral-900 base to keep warmth.",[16,1442,1443],{},[55,1444],{"alt":1445,"height":1446,"src":1447,"width":1448},"Four elevation levels with warm neutral-base shadows",180,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-shadows.webp",796,[48,1450,1452],{"id":1451},"iconography","Iconography",[16,1454,1455],{},"Phosphor Icons recommended. Friendly style with rounded corners. Variants: regular, fill, duotone.",[16,1457,1458],{},[55,1459],{"alt":1460,"height":1461,"src":1462,"width":1463},"Icon size scale, from xs to 2xl",142,"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fnotion\u002Fds-icons.webp",469,[32,1465,1466],{},[16,1467,1468],{},"What I learned",[1470,1471,1472],"blockquote",{},[16,1473,1474],{},"Trust isn't designed, it's built.",[16,1476,1477],{},"The most striking finding from testing was that escrow, which was Fixxy's strongest differentiator versus the competition, was invisible to users. No one knew their money was protected. It taught me that a technical feature with no clear UX communication simply doesn't exist for the user.",[1470,1479,1480],{},[16,1481,1482],{},"Users punish ambiguity more than errors.",[16,1484,1485],{},"The \"Book Now without confirmation\" insight (insight 05) was revealing: the button worked correctly, but the lack of feedback created more anxiety than an actual error. I learned that designing intermediate states —loading, processing, confirmed— is as important as the main flow.",[1470,1487,1488],{},[16,1489,1490],{},"\"Promoted\" destroys more than it sells.",[16,1492,1493],{},"Seeing that users mentally filtered out sponsored results (insight 03) changed my perspective on monetisation models. A free marketplace that introduces poorly integrated advertising can destroy the trust the rest of the design tried to build.",[32,1495,1496],{},[16,1497,1498],{},"Validation",[16,1500,1501],{},"I ran usability tests using Figma's Motion feature to create a working prototype, optimising production resources and allowing me to validate the iterations and proposed improvements before final development.",[16,1503,1504],{},"These tests were run with both FixxyApp team stakeholders and end users, with the goal of validating the solution, gathering feedback and ensuring alignment with the business value proposition.",[32,1506,1507],{},[16,1508,1509],{},"Thanks",[16,1511,1512],{},"I want to thank everyone who gave feedback and supported the continuous improvement of FixxyApp: Sebastián Castillo, Nicolás Arancibia, Johan Reyes, Taren Parley, Ganesh Vardhanapu and Mervin Raja.",{"title":1514,"searchDepth":1515,"depth":1515,"links":1516},"",3,[1517,1519,1524,1528,1533,1543,1549,1555,1561,1570,1571,1587],{"id":13,"depth":1518,"text":14},2,{"id":39,"depth":1518,"text":40,"children":1520},[1521,1522,1523],{"id":50,"depth":1515,"text":51},{"id":63,"depth":1515,"text":64},{"id":73,"depth":1515,"text":74},{"id":101,"depth":1518,"text":102,"children":1525},[1526,1527],{"id":153,"depth":1515,"text":154},{"id":165,"depth":1515,"text":166},{"id":182,"depth":1518,"text":183,"children":1529},[1530,1531,1532],{"id":189,"depth":1515,"text":190},{"id":218,"depth":1515,"text":219},{"id":245,"depth":1515,"text":246},{"id":280,"depth":1518,"text":281,"children":1534},[1535,1536,1537],{"id":284,"depth":1515,"text":285},{"id":291,"depth":1515,"text":292},{"id":298,"depth":1515,"text":299,"children":1538},[1539,1541,1542],{"id":303,"depth":1540,"text":304},4,{"id":310,"depth":1540,"text":311},{"id":317,"depth":1540,"text":318},{"id":329,"depth":1518,"text":330,"children":1544},[1545,1546,1547,1548],{"id":333,"depth":1515,"text":334},{"id":352,"depth":1515,"text":353},{"id":371,"depth":1515,"text":372},{"id":390,"depth":1515,"text":391},{"id":414,"depth":1518,"text":415,"children":1550},[1551,1552,1553,1554],{"id":421,"depth":1515,"text":422},{"id":437,"depth":1515,"text":438},{"id":460,"depth":1515,"text":461},{"id":483,"depth":1515,"text":484},{"id":579,"depth":1518,"text":580,"children":1556},[1557],{"id":586,"depth":1515,"text":587,"children":1558},[1559,1560],{"id":590,"depth":1540,"text":591},{"id":602,"depth":1540,"text":603},{"id":626,"depth":1518,"text":627,"children":1562},[1563,1566],{"id":630,"depth":1515,"text":631,"children":1564},[1565],{"id":671,"depth":1540,"text":672},{"id":700,"depth":1515,"text":701,"children":1567},[1568,1569],{"id":704,"depth":1540,"text":705},{"id":717,"depth":1540,"text":718},{"id":743,"depth":1518,"text":744},{"id":990,"depth":1518,"text":991,"children":1572},[1573,1576,1579,1582,1586],{"id":994,"depth":1515,"text":995,"children":1574},[1575],{"id":1006,"depth":1540,"text":1007},{"id":1022,"depth":1515,"text":1023,"children":1577},[1578],{"id":1034,"depth":1540,"text":1035},{"id":1048,"depth":1515,"text":1049,"children":1580},[1581],{"id":1059,"depth":1540,"text":1060},{"id":1073,"depth":1515,"text":1074,"children":1583},[1584,1585],{"id":1084,"depth":1540,"text":1085},{"id":1091,"depth":1540,"text":1092},{"id":1137,"depth":1515,"text":1138},{"id":1149,"depth":1518,"text":1150,"children":1588},[1589,1596,1599,1600,1601,1602],{"id":1153,"depth":1515,"text":1154,"children":1590},[1591,1592,1593,1594,1595],{"id":1160,"depth":1540,"text":1161},{"id":1172,"depth":1540,"text":1173},{"id":1182,"depth":1540,"text":1183},{"id":1192,"depth":1540,"text":1193},{"id":1204,"depth":1540,"text":1205},{"id":1215,"depth":1515,"text":1216,"children":1597},[1598],{"id":1368,"depth":1540,"text":1369},{"id":1406,"depth":1515,"text":1407},{"id":1421,"depth":1515,"text":1422},{"id":1436,"depth":1515,"text":1437},{"id":1451,"depth":1515,"text":1452},"\u002Fimages\u002Fprojects\u002Ffixxyapp\u002Fcover.webp","Services-platform redesign for FixxyApp (Honolulu, Hawaii) — from a social-network feed to a services marketplace.",false,{},1,[1609,1610,1611,1612],"UX audit and benchmark of four competitors in the sector","12 testing insights from end users and service providers","Navigable high-fidelity prototype in Figma (Home, Explore, Profile and vendor onboarding)","Complete design system: palette, typography, spacing, radii, shadows and iconography","\u002Fen\u002Fprojects\u002Ffixxyapp",null,"UX\u002FUI Designer · Product",{"title":6,"description":1604},"en\u002Fprojects\u002Ffixxyapp","We explored how people search for and hire services in Honolulu — one of the busiest tourist destinations in the United States — to surface frictions and opportunities to improve the digital experience.",[1620,1621,1146,1622],"Mobile","Marketplace","UX Research",[1624],"Figma","2025","nslDnjo0fP8SpG39Do6N5vQFemSb2bHgBI2Jqb7FASQ",{"id":1628,"title":1629,"body":1630,"client":1635,"cover":2125,"description":2126,"draft":1605,"extension":1314,"inProgress":1605,"meta":2127,"navigation":24,"order":1518,"outcomes":2128,"path":2132,"publishedAt":1614,"role":2133,"seo":2134,"stem":2135,"summary":2136,"tags":2137,"tools":2142,"url":1614,"year":2144,"__hash__":2145},"projectsEn\u002Fen\u002Fprojects\u002Fclienthub.md","ClientHub",{"type":8,"value":1631,"toc":2097},[1632,1639,1644,1647,1653,1658,1662,1665,1670,1674,1677,1682,1685,1693,1697,1733,1737,1741,1746,1750,1756,1761,1765,1768,1771,1788,1792,1795,1797,1826,1830,1833,1878,1883,1887,1902,1908,1912,1915,1920,1924,1930,1934,1938,1945,1951,1956,1960,1966,1969,1972,1975,1979,1982,1986,1988,1991,2051,2055,2061,2066,2070,2073,2077,2081,2084,2087,2091,2094],[1633,1634],"case-img",{"alt":1635,"h":1636,"src":1637,"w":1638},"Koywe","107","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Fheader.png","305",[1470,1640,1641],{},[16,1642,1643],{},"“Transparency and efficiency in every order”",[16,1645,1646],{},"Design process behind ClientHub: a platform for managing and tracking On and Off ramp transactions.",[1633,1648],{"alt":1649,"h":1650,"src":1651,"w":1652},"ClientHub sign-in screen on desktop","388","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Fhero.png","520",[32,1654,1655],{},[16,1656,1657],{},"Challenge",[11,1659,1661],{"id":1660},"about-clienthub","About ClientHub",[16,1663,1664],{},"ClientHub was built for Koywe's “B2B” clients, so they can check the status of their orders and manage their transactions without having to verify through technical support.",[32,1666,1667],{},[16,1668,1669],{},"Goals",[11,1671,1673],{"id":1672},"reduce-the-number-of-support-tickets","Reduce the number of support tickets",[16,1675,1676],{},"I designed a platform to improve the communication channels Koywe's clients have with Customer Support, since generating too many tickets in the back office causes long response times. That's why we decided to create a system so clients can review their orders faster.",[32,1678,1679],{},[16,1680,1681],{},"My role",[11,1683,1681],{"id":1684},"my-role",[16,1686,1687,1688,1692],{},"I led product design (user experience (UX) and user interface (UI)). I also held several meetings with developers and ",[1689,1690,1691],"em",{},"stakeholders"," to gather constructive feedback and gain a broader vision of the product.",[48,1694,1696],{"id":1695},"my-tasks","My tasks",[76,1698,1699,1705,1711,1721,1727],{},[79,1700,1701,1704],{},[109,1702,1703],{},"User Research:"," Understand the user's mindset, needs and perspectives.",[79,1706,1707,1710],{},[109,1708,1709],{},"Problem definition:"," Plan the strategy based on the detected pain points.",[79,1712,1713,1716,1717,1720],{},[109,1714,1715],{},"Structuring:"," Define the project goals and map the ",[1689,1718,1719],{},"user flows",".",[79,1722,1723,1726],{},[109,1724,1725],{},"UX\u002FUI Design:"," Create the information architecture, the wireframes and the visual interface.",[79,1728,1729,1732],{},[109,1730,1731],{},"Prototyping:"," Develop the system's interactions and animations.",[48,1734,1736],{"id":1735},"work-tools","Work tools",[1738,1739],"case-tools",{":items":1740},"[\"Figma\", \"Jira\"]",[32,1742,1743],{},[16,1744,1745],{},"Process",[11,1747,1749],{"id":1748},"design-process","Design process",[1633,1751],{"alt":1752,"h":1753,"src":1754,"w":1755},"Stages of the ClientHub design process: Research, Concept, User personas, Wireframes, Interface, Testing and Validation","131","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Fproceso.png","1380",[32,1757,1758],{},[16,1759,1760],{},"Research",[11,1762,1764],{"id":1763},"stakeholder-interviews","Stakeholder interviews",[16,1766,1767],{},"The interview sample considered a total of 5 stakeholders: 4 men and 1 woman, aged between 30 and 55, from Chile, Argentina and Mexico. Each interview lasted approximately 30 minutes.",[16,1769,1770],{},"The questions asked were the following:",[76,1772,1773,1776,1779,1782,1785],{},[79,1774,1775],{},"What are the main goals you hope to achieve by creating the platform?",[79,1777,1778],{},"What problems or difficulties do our clients currently face when managing their transactions?",[79,1780,1781],{},"What features or functionalities would help them overcome these challenges?",[79,1783,1784],{},"Do you know whether they have used similar platforms before?",[79,1786,1787],{},"What are the most frequently repeated complaints?",[48,1789,1791],{"id":1790},"client-interviews","Client interviews",[16,1793,1794],{},"For the interview sample we used a continuous Discovery process that considered a total of 10 clients from Hapi (our strongest client), of which 8 were men and 2 women, aged 30 to 48, from Mexico. Each interview lasted approximately 30 minutes.",[16,1796,1770],{},[76,1798,1799,1802,1805,1808,1811,1814,1817,1820,1823],{},[79,1800,1801],{},"What is your role in the organization and which areas do you work in?",[79,1803,1804],{},"What is your work routine like?",[79,1806,1807],{},"What problems or difficulties do you currently face when managing transactions?",[79,1809,1810],{},"How do you prefer to receive support and solve problems?",[79,1812,1813],{},"What features do you value most in a transaction management platform?",[79,1815,1816],{},"What functions or features do you consider essential to improve transaction management?",[79,1818,1819],{},"How do you prefer to receive information or notifications about your transactions? (for example, email, in-app notifications, etc.)",[79,1821,1822],{},"Have you used similar platforms before?",[79,1824,1825],{},"What are your usual frustrations with the current system for reviewing transactions and orders?",[48,1827,1829],{"id":1828},"client-insights","Client insights",[16,1831,1832],{},"After analyzing the interviews and reviewing the data provided, the following results were obtained:",[749,1834,1835,1844],{},[752,1836,1837],{},[755,1838,1839,1842],{},[758,1840,1841],{},"Metric",[758,1843,763],{},[777,1845,1846,1854,1862,1870],{},[755,1847,1848,1851],{},[782,1849,1850],{},"90%",[782,1852,1853],{},"Dissatisfied with the current transaction and order process.",[755,1855,1856,1859],{},[782,1857,1858],{},"80%",[782,1860,1861],{},"Prefers WhatsApp as the notification channel.",[755,1863,1864,1867],{},[782,1865,1866],{},"40%",[782,1868,1869],{},"Has used similar platforms to manage transactions and orders.",[755,1871,1872,1875],{},[782,1873,1874],{},"100%",[782,1876,1877],{},"Has response times over 5 hours.",[32,1879,1880],{},[16,1881,1882],{},"The solution",[11,1884,1886],{"id":1885},"concept","Concept",[16,1888,1889,1890,1893,1894,1897,1898,1901],{},"Create a platform so our clients can access information about their ",[1689,1891,1892],{},"on-ramp"," and ",[1689,1895,1896],{},"off-ramp"," orders much faster, allowing them to run more agile processes with their users and, in turn, reduce tickets in Koywe's ",[1689,1899,1900],{},"back office"," (support).",[1633,1903],{"alt":1904,"h":1905,"src":1906,"w":1907},"ClientHub solution concept: web dashboard and mobile sign-in screen","568","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Fconcepto.png","1292",[48,1909,1911],{"id":1910},"what-the-platform-includes","What the platform includes",[16,1913,1914],{},"It's a platform with a tracking service for the On ramp and Off ramp orders that our clients' users usually make. It also allows changes to relevant data such as: updating banking information, uploading transfer receipts, learning in detail the types of user of each client, and generating reports for finance or accounting teams.",[32,1916,1917],{},[16,1918,1919],{},"User personas",[11,1921,1923],{"id":1922},"what-a-clienthub-client-looks-like","What a ClientHub client looks like",[1633,1925],{"alt":1926,"h":1927,"src":1928,"w":1929},"User persona of a ClientHub client: Marine Ascencio, finance engineer","881","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Fpersona.png","996",[32,1931,1932],{},[16,1933,576],{},[11,1935,1937],{"id":1936},"structure-and-information-architecture","Structure and information architecture",[16,1939,1940,1941,1944],{},"The ",[1689,1942,1943],{},"wireframes"," were designed to define the structure and information architecture, ensuring an intuitive experience for users.",[1633,1946],{"alt":1947,"h":1948,"src":1949,"w":1950},"Low-fidelity wireframes of ClientHub: Login, Dashboard, Orders and Bank registration","822","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Fwireframes.png","1100",[32,1952,1953],{},[16,1954,1955],{},"Interface",[11,1957,1959],{"id":1958},"user-interface","User interface",[1633,1961],{"alt":1962,"h":1963,"src":1964,"w":1965},"ClientHub interface mockups: Login, Dashboard, Orders and Bank registration","839","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Finterfaz.png","1114",[48,1967,790],{"id":1968},"onboarding",[16,1970,1971],{},"Since the platform is made for users to run faster queries instead of going to support and dragging out their process, it's important that users can naturally understand this value proposition.",[16,1973,1974],{},"It's not only about reviewing orders and transactions, but about streamlining their processes so our clients can be more satisfied with the services provided.",[48,1976,1978],{"id":1977},"color","Color",[16,1980,1981],{},"Taking the brand colors into account, they were selected for different attributes within the interface.",[1983,1984],"case-swatches",{":items":1985},"[{\"name\": \"Very dark green\", \"hex\": \"#0D442E\"}, {\"name\": \"Blue-tinted near black\", \"hex\": \"#1A202C\"}, {\"name\": \"Ivory white\", \"hex\": \"#FDFFF5\"}, {\"name\": \"Pure white\", \"hex\": \"#FFFFFF\"}, {\"name\": \"Dark petrol green\", \"hex\": \"#0A6351\"}, {\"name\": \"Mint \u002F emerald green\", \"hex\": \"#25A48A\"}, {\"name\": \"Very light greenish gray\", \"hex\": \"#F2F7F5\"}, {\"name\": \"Very light gray\", \"hex\": \"#F5F6F7\"}]",[48,1987,1216],{"id":1215},[16,1989,1990],{},"Since ClientHub's users will be Koywe's clients, the “Inter” typeface was chosen to give more legibility to each screen it adapts to.",[749,1992,1993,2003],{},[752,1994,1995],{},[755,1996,1997,2000],{},[758,1998,1999],{},"Heading",[758,2001,2002],{},"Text",[777,2004,2005,2013,2021,2029,2037,2044],{},[755,2006,2007,2010],{},[782,2008,2009],{},"Inter Bold 30 px",[782,2011,2012],{},"Inter Medium 16 px",[755,2014,2015,2018],{},[782,2016,2017],{},"Inter SemiBold 26 px",[782,2019,2020],{},"Inter Regular 16 px",[755,2022,2023,2026],{},[782,2024,2025],{},"Inter Medium 20 px",[782,2027,2028],{},"Inter Medium 14 px",[755,2030,2031,2034],{},[782,2032,2033],{},"Inter Bold 16 px",[782,2035,2036],{},"Inter Regular 14 px",[755,2038,2039,2041],{},[782,2040,2012],{},[782,2042,2043],{},"Inter Regular 12 px",[755,2045,2046,2049],{},[782,2047,2048],{},"Inter Bold 14 px",[782,2050],{},[48,2052,2054],{"id":2053},"components","Components",[1633,2056],{"alt":2057,"h":2058,"src":2059,"w":2060},"ClientHub UI component library: navbar, cards, inputs, buttons, calendar, uploaders and tables","634","\u002Fimages\u002Fprojects\u002Fclienthub\u002Fnotion\u002Fcomponentes.png","1381",[32,2062,2063],{},[16,2064,2065],{},"Testing",[11,2067,2069],{"id":2068},"testing-with-stakeholders","Testing with stakeholders",[16,2071,2072],{},"Different edge cases were run to detect whether there were functionalities that weren't added or were overlooked. Functional tests were also carried out with the animated screens so developers could guide themselves in the implementation of ClientHub.",[32,2074,2075],{},[16,2076,1498],{},[11,2078,2080],{"id":2079},"validation-with-hapi-clients","Validation with Hapi clients",[16,2082,2083],{},"We decided to run tests with the animated Figma prototypes to speed up the feedback process. For validation, we chose to call Hapi's clients. In some cases, A\u002FB tests were used to consider their opinion, which gave excellent results.",[16,2085,2086],{},"Now that this is done, launching the platform is only part of the process, since they must work iteratively on ClientHub to achieve better satisfaction for their clients.",[48,2088,2090],{"id":2089},"acknowledgements","Acknowledgements",[16,2092,2093],{},"I want to give a huge thank you to the Hapi collaborators for taking part in the different interviews.",[16,2095,2096],{},"Also to those who gave me feedback to improve the platform; Agustin Torres, Aldo Fabro, Francisco Jordan Cergnar, Sebastian Villanueva and Kenneth Peet.",{"title":1514,"searchDepth":1515,"depth":1515,"links":2098},[2099,2100,2101,2105,2106,2110,2113,2114,2115,2121,2122],{"id":1660,"depth":1518,"text":1661},{"id":1672,"depth":1518,"text":1673},{"id":1684,"depth":1518,"text":1681,"children":2102},[2103,2104],{"id":1695,"depth":1515,"text":1696},{"id":1735,"depth":1515,"text":1736},{"id":1748,"depth":1518,"text":1749},{"id":1763,"depth":1518,"text":1764,"children":2107},[2108,2109],{"id":1790,"depth":1515,"text":1791},{"id":1828,"depth":1515,"text":1829},{"id":1885,"depth":1518,"text":1886,"children":2111},[2112],{"id":1910,"depth":1515,"text":1911},{"id":1922,"depth":1518,"text":1923},{"id":1936,"depth":1518,"text":1937},{"id":1958,"depth":1518,"text":1959,"children":2116},[2117,2118,2119,2120],{"id":1968,"depth":1515,"text":790},{"id":1977,"depth":1515,"text":1978},{"id":1215,"depth":1515,"text":1216},{"id":2053,"depth":1515,"text":2054},{"id":2068,"depth":1518,"text":2069},{"id":2079,"depth":1518,"text":2080,"children":2123},[2124],{"id":2089,"depth":1515,"text":2090},"\u002Fimages\u002Fprojects\u002Fclienthub\u002Fcover.webp","Design process for ClientHub, Koywe's B2B platform for managing and tracking clients' on-ramp and off-ramp transactions, built to reduce support tickets.",{},[2129,2130,2131],"Fewer tickets in Koywe's support back office","Self-service tracking of on-ramp and off-ramp orders","Exportable reports for finance and accounting teams","\u002Fen\u002Fprojects\u002Fclienthub","Product Designer",{"title":1629,"description":2126},"en\u002Fprojects\u002Fclienthub","Koywe's B2B portal where clients check the status of their orders and manage their on\u002Foff-ramp transactions without relying on technical support.",[2138,2139,2140,2141],"Fintech","B2B","Desktop","SaaS",[1624,2143],"Jira","2024","ePQPAI426Y7pJ-egcQgjauttHFpLucpjk3cdEMN8p0E",{"id":2147,"title":2148,"body":2149,"client":1635,"cover":2703,"description":2704,"draft":1605,"extension":1314,"inProgress":1605,"meta":2705,"navigation":24,"order":1515,"outcomes":2706,"path":2710,"publishedAt":1614,"role":2133,"seo":2711,"stem":2712,"summary":2713,"tags":2714,"tools":2717,"url":1614,"year":2144,"__hash__":2719},"projectsEn\u002Fen\u002Fprojects\u002Frow.md","Row",{"type":8,"value":2150,"toc":2671},[2151,2156,2161,2167,2173,2177,2181,2184,2187,2190,2195,2198,2201,2205,2207,2210,2213,2215,2232,2234,2237,2241,2243,2249,2253,2257,2260,2274,2278,2281,2284,2287,2292,2295,2298,2301,2304,2308,2319,2322,2325,2328,2332,2343,2346,2349,2352,2356,2367,2370,2375,2379,2466,2470,2474,2477,2480,2484,2487,2490,2495,2499,2505,2511,2516,2518,2524,2526,2531,2533,2536,2539,2541,2617,2621,2627,2629,2633,2637,2639,2642,2645,2648,2651,2654,2665],[1633,2152],{"alt":2148,"h":2153,"src":2154,"w":2155},"82","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fheader.png","252",[1470,2157,2158],{},[16,2159,2160],{},"“Connecting the world, one payment at a time.”",[16,2162,2163,2164,1720],{},"Design process behind Row: a secure platform to send and receive payments locally and ",[1689,2165,2166],{},"cross-border",[1633,2168],{"alt":2169,"h":2170,"src":2171,"w":2172},"Row app screens: payment order and completed payment","682","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fhero.png","812",[32,2174,2175],{},[16,2176,1657],{},[11,2178,2180],{"id":2179},"about-row","About Row",[16,2182,2183],{},"It's a platform created to deliver money transfer services that are fast, affordable and transparent, removing the complexity of high international transaction fees.",[16,2185,2186],{},"This blockchain-based platform revolutionizes financial transactions across the Americas, leveraging stablecoins to guarantee stability and reliability, thus removing the complexities of traditional financial systems.",[11,2188,1669],{"id":2189},"goals",[1470,2191,2192],{},[16,2193,2194],{},"🪄 Simplify and speed up international financial transactions",[16,2196,2197],{},"By offering a secure payment link, Row aims to provide a more efficient and transparent alternative to traditional bank transactions. The goal is to make money transfers fast and affordable, which will help different companies reduce costs and improve accessibility at a local and cross-border level.",[16,2199,2200],{},"We want to convey a high level of trust and clarity in their financial operations.",[32,2202,2203],{},[16,2204,1681],{},[11,2206,1681],{"id":1684},[16,2208,2209],{},"Lead the project together with Koywe's Growth Product Manager and Head of Growth to design the user experience (UX) and user interface (UI).",[16,2211,2212],{},"I also held multiple meetings with developers and stakeholders to understand the product and how to carry out the product flow step by step.",[48,2214,1696],{"id":1695},[76,2216,2217,2220,2223,2226,2229],{},[79,2218,2219],{},"Learn about the existing Payment link processes, their associated flows and the market they operate in.",[79,2221,2222],{},"Document the procedures to follow.",[79,2224,2225],{},"Create the product flows and goals.",[79,2227,2228],{},"Design the interface and user experience.",[79,2230,2231],{},"Generate interactions.",[48,2233,1736],{"id":1735},[1738,2235],{":items":2236},"[\"Figma\", \"Jira\", \"Miro\"]",[32,2238,2239],{},[16,2240,1745],{},[11,2242,1749],{"id":1748},[1633,2244],{"alt":2245,"h":2246,"src":2247,"w":2248},"Stages of the Row design process: Research, Benchmark, Concept, User flow, Wireframes and Validation","174","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fproceso.png","1951",[32,2250,2251],{},[16,2252,1760],{},[11,2254,2256],{"id":2255},"market-research","Market research",[16,2258,2259],{},"I collected and analyzed consumer behavior data and evaluated the performance of the following Payment links:",[76,2261,2262,2265,2268,2271],{},[79,2263,2264],{},"Stripe",[79,2266,2267],{},"Shopify",[79,2269,2270],{},"Mercado Pago",[79,2272,2273],{},"PayU",[48,2275,2277],{"id":2276},"results","Results",[301,2279,2264],{"id":2280},"stripe",[16,2282,2283],{},"Stripe is an online payments platform that integrates easily with websites and applications. It offers a wide range of features, such as credit card payments, bank transfers and recurring payments.",[16,2285,2286],{},"It also provides detailed reports on transactions, revenue and refunds.",[16,2288,2289],{},[109,2290,2291],{},"Key features",[16,2293,2294],{},"Transfers: When you set up your bank account with Stripe, the available funds are deposited automatically. The first transfer is made after receiving the first order and appears in the account within 7 days.",[16,2296,2297],{},"Shopify integration: You can use Stripe as a payment gateway on Shopify, but you can't have Mercado Pago enabled at the same time.",[301,2299,2267],{"id":2300},"shopify",[16,2302,2303],{},"Shopify is an e-commerce platform that lets businesses create online stores and sell products. Beyond its store functionality, it also offers payment options.",[16,2305,2306],{},[109,2307,2291],{},[76,2309,2310,2313,2316],{},[79,2311,2312],{},"Inventory and product management.",[79,2314,2315],{},"Order, tax and payment tracking.",[79,2317,2318],{},"Integration with multiple payment methods.",[16,2320,2321],{},"Ideal for entrepreneurs and companies that want to sell online and run their business efficiently. It also provides reports on sales, inventory and customers.",[301,2323,2270],{"id":2324},"mercado-pago",[16,2326,2327],{},"Mercado Pago is a payments and financial services platform that operates in several Latin American countries. It lets users make payments, receive money and access credit.",[16,2329,2330],{},[109,2331,2291],{},[76,2333,2334,2337,2340],{},[79,2335,2336],{},"Digital account with no bureaucracy.",[79,2338,2339],{},"Collection with various payment methods.",[79,2341,2342],{},"Access to credit.",[16,2344,2345],{},"Widely used by online sellers and people who want to manage their finances easily. Mercado Pago is closely tied to Mercado Libre.",[301,2347,2273],{"id":2348},"payu",[16,2350,2351],{},"PayU is an online payment gateway that processes local transactions on e-commerce sites. It offers solutions to sell online and accept payments.",[16,2353,2354],{},[109,2355,2291],{},[76,2357,2358,2361,2364],{},[79,2359,2360],{},"Mediation of transactions between customers and banks.",[79,2362,2363],{},"Various payment methods available.",[79,2365,2366],{},"Comfortable commission costs.",[16,2368,2369],{},"Ideal for merchants looking for a reliable payment gateway with market experience.",[32,2371,2372],{},[16,2373,2374],{},"Benchmark",[11,2376,2378],{"id":2377},"comparing-services","Comparing services",[749,2380,2381,2397],{},[752,2382,2383],{},[755,2384,2385,2388,2391,2393,2395],{},[758,2386,2387],{},"Criterion",[758,2389,2264],{"align":2390},"center",[758,2392,2267],{"align":2390},[758,2394,2270],{"align":2390},[758,2396,2273],{"align":2390},[777,2398,2399,2414,2427,2440,2453],{},[755,2400,2401,2404,2407,2410,2412],{},[782,2402,2403],{},"Is the link intuitive and easy to use?",[782,2405,2406],{"align":2390},"Yes",[782,2408,2409],{"align":2390},"No",[782,2411,2406],{"align":2390},[782,2413,2406],{"align":2390},[755,2415,2416,2419,2421,2423,2425],{},[782,2417,2418],{},"Does the link provide a secure experience?",[782,2420,2406],{"align":2390},[782,2422,2406],{"align":2390},[782,2424,2406],{"align":2390},[782,2426,2406],{"align":2390},[755,2428,2429,2432,2434,2436,2438],{},[782,2430,2431],{},"Does the link work across different devices and browsers?",[782,2433,2406],{"align":2390},[782,2435,2406],{"align":2390},[782,2437,2406],{"align":2390},[782,2439,2409],{"align":2390},[755,2441,2442,2445,2447,2449,2451],{},[782,2443,2444],{},"Does the link load quickly?",[782,2446,2406],{"align":2390},[782,2448,2409],{"align":2390},[782,2450,2406],{"align":2390},[782,2452,2406],{"align":2390},[755,2454,2455,2458,2460,2462,2464],{},[782,2456,2457],{},"Does it meet web accessibility guidelines?",[782,2459,2406],{"align":2390},[782,2461,2409],{"align":2390},[782,2463,2406],{"align":2390},[782,2465,2406],{"align":2390},[32,2467,2468],{},[16,2469,1886],{},[11,2471,2473],{"id":2472},"the-result","The result",[16,2475,2476],{},"Create a platform so local and international providers can pay, make cross-border investments and send money to family and friends. All of this with maximum security for clients and their data.",[16,2478,2479],{},"It will also feature the best technology in connection options: REST API - GraphQL API - SDK.",[48,2481,2483],{"id":2482},"what-row-offers","What Row offers",[16,2485,2486],{},"Row is a secure payment link to send and receive payments locally and cross-border.",[16,2488,2489],{},"Its goal is to make money transfers fast, affordable and fully transparent, traditionally associated with international bank transactions.",[32,2491,2492],{},[16,2493,2494],{},"User flow",[11,2496,2498],{"id":2497},"get-to-know-the-flow","Get to know the flow",[1633,2500],{"alt":2501,"h":2502,"src":2503,"w":2504},"Legend of the Row flow diagram: stages and decision notation","868","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fflujo-1.png","1350",[1633,2506],{"alt":2507,"h":2508,"src":2509,"w":2510},"User flow diagram of the Row payment process","1172","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fflujo-2.png","1349",[32,2512,2513],{},[16,2514,2515],{},"Wireframe",[11,2517,1937],{"id":1936},[1633,2519],{"alt":2520,"h":2521,"src":2522,"w":2523},"Low-fidelity wireframes of the Row payment flow","621","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fwireframes.png","1320",[11,2525,1959],{"id":1958},[1633,2527],{"alt":2528,"h":2523,"src":2529,"w":2530},"Mockups of the Row payment flow","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Finterfaz.png","1027",[48,2532,1978],{"id":1977},[16,2534,2535],{},"Based on the meetings held with the Growth Product Manager, we decided to use the brand colors that were already predefined.",[1983,2537],{":items":2538},"[{\"name\": \"Row Deep Blue\", \"hex\": \"#000066\"}, {\"name\": \"Row Background\", \"hex\": \"#000049\"}, {\"name\": \"Row Calypso\", \"hex\": \"#00E5D1\"}, {\"name\": \"Row Celestial\", \"hex\": \"#9CE3FF\"}]",[48,2540,1216],{"id":1215},[749,2542,2543,2556],{},[752,2544,2545],{},[755,2546,2547,2550,2553],{},[758,2548,2549],{},"Typeface",[758,2551,2552],{},"Style",[758,2554,2555],{},"Weight \u002F Size",[777,2557,2558,2571,2583,2594,2606],{},[755,2559,2560,2565,2568],{},[782,2561,2562],{},[109,2563,2564],{},"Nunito",[782,2566,2567],{},"Featured heading",[782,2569,2570],{},"SemiBold 16 px",[755,2572,2573,2578,2580],{},[782,2574,2575],{},[109,2576,2577],{},"Lexend",[782,2579,1999],{},[782,2581,2582],{},"Medium 16 px",[755,2584,2585,2589,2591],{},[782,2586,2587],{},[109,2588,2577],{},[782,2590,1999],{},[782,2592,2593],{},"Medium 14 px",[755,2595,2596,2600,2603],{},[782,2597,2598],{},[109,2599,2577],{},[782,2601,2602],{},"Body",[782,2604,2605],{},"Regular 14 px",[755,2607,2608,2612,2614],{},[782,2609,2610],{},[109,2611,2577],{},[782,2613,2602],{},[782,2615,2616],{},"Regular 12 px",[48,2618,2620],{"id":2619},"brand","Brand",[1633,2622],{"alt":2623,"h":2624,"src":2625,"w":2626},"Row brand identity board: wordmark over different color combinations","380","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fmarca.png","860",[48,2628,2054],{"id":2053},[1633,2630],{"alt":2631,"h":2170,"src":2632,"w":2504},"Row UI component library: buttons, payment cards and other elements","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Fcomponentes.png",[32,2634,2635],{},[16,2636,1498],{},[11,2638,1791],{"id":1790},[16,2640,2641],{},"To validate the prototype we ran interviews with Koywe's clients, to confirm the flow was in the best condition for launch.",[16,2643,2644],{},"For this test we ran a continuous Discovery using the animated Figma version so clients could simulate a payment to a provider.",[16,2646,2647],{},"For the interviews we chose 10 clients, 7 men and 3 women from different industries, aged 36 to 52.",[16,2649,2650],{},"The results gave us some insights for a future iteration of Row.",[48,2652,763],{"id":2653},"insight",[76,2655,2656,2659,2662],{},[79,2657,2658],{},"Being able to make the payment anywhere in the world, meaning having other companies to connect from different places, since they currently only use Khipu and Paloma.",[79,2660,2661],{},"That technical support isn't only email, but includes different help channels.",[79,2663,2664],{},"That it be an app, since most users use a smartphone.",[1633,2666],{"alt":2667,"h":2668,"src":2669,"w":2670},"Row brand banner with the userow.com domain","251","\u002Fimages\u002Fprojects\u002Frow\u002Fnotion\u002Finsight.png","1450",{"title":1514,"searchDepth":1515,"depth":1515,"links":2672},[2673,2674,2675,2679,2680,2688,2689,2692,2693,2694,2700],{"id":2179,"depth":1518,"text":2180},{"id":2189,"depth":1518,"text":1669},{"id":1684,"depth":1518,"text":1681,"children":2676},[2677,2678],{"id":1695,"depth":1515,"text":1696},{"id":1735,"depth":1515,"text":1736},{"id":1748,"depth":1518,"text":1749},{"id":2255,"depth":1518,"text":2256,"children":2681},[2682],{"id":2276,"depth":1515,"text":2277,"children":2683},[2684,2685,2686,2687],{"id":2280,"depth":1540,"text":2264},{"id":2300,"depth":1540,"text":2267},{"id":2324,"depth":1540,"text":2270},{"id":2348,"depth":1540,"text":2273},{"id":2377,"depth":1518,"text":2378},{"id":2472,"depth":1518,"text":2473,"children":2690},[2691],{"id":2482,"depth":1515,"text":2483},{"id":2497,"depth":1518,"text":2498},{"id":1936,"depth":1518,"text":1937},{"id":1958,"depth":1518,"text":1959,"children":2695},[2696,2697,2698,2699],{"id":1977,"depth":1515,"text":1978},{"id":1215,"depth":1515,"text":1216},{"id":2619,"depth":1515,"text":2620},{"id":2053,"depth":1515,"text":2054},{"id":1790,"depth":1518,"text":1791,"children":2701},[2702],{"id":2653,"depth":1515,"text":763},"\u002Fimages\u002Fprojects\u002Frow\u002Fcover.webp","Design process for Row, Koywe's payment link to send and receive local and cross-border payments fast, cheaply and transparently.",{},[2707,2708,2709],"Fast, low-cost and transparent local and cross-border transfers","Secure payment link as an alternative to traditional bank transactions","Connection via REST API, GraphQL and SDK","\u002Fen\u002Fprojects\u002Frow",{"title":2148,"description":2704},"en\u002Fprojects\u002Frow","Secure payment link to send and receive payments locally and cross-border, with fast, low-cost and transparent transfers.",[2138,2715,2716],"Payments","Cross-border",[1624,2143,2718],"Miro","eN5RT-00nfaVlGHDQRlcgaMziN-JjpnEgp8GBVohO0E",{"id":2721,"title":2722,"body":2723,"client":3264,"cover":3265,"description":3266,"draft":1605,"extension":1314,"inProgress":1605,"meta":3267,"navigation":24,"order":1540,"outcomes":3268,"path":3272,"publishedAt":1614,"role":3273,"seo":3274,"stem":3275,"summary":3276,"tags":3277,"tools":3280,"url":1614,"year":1625,"__hash__":3281},"projectsEn\u002Fen\u002Fprojects\u002Ftallera.md","Tallera",{"type":8,"value":2724,"toc":3241},[2725,2729,2732,2735,2738,2741,2746,2750,2753,2755,2758,2761,2766,2784,2789,2792,2796,2799,2802,2856,2861,2865,2868,2881,2887,2890,2893,2896,2902,2905,2911,2915,2919,2922,2933,2946,2950,2953,2976,2980,2983,2986,2994,2998,3002,3005,3019,3029,3031,3034,3042,3046,3050,3052,3064,3070,3073,3076,3080,3083,3086,3092,3096,3099,3102,3116,3120,3124,3127,3153,3163,3166,3169,3195,3199,3202,3205,3237],[11,2726,2728],{"id":2727},"a-new-era-of-workshops","A new era of workshops",[16,2730,2731],{},"This is a mobile app designed to connect people interested in teaching and learning through workshops such as cooking, yoga, languages, art and more.",[16,2733,2734],{},"Instructors can offer classes in person or online, manage their workshops, receive bookings, communicate directly with their students and keep track of their schedule.",[16,2736,2737],{},"Students, in turn, can search for and choose workshops based on their budget, interests and availability. They can also review the teacher's profile, message them, manage their classes, rate them and handle their payment methods, all from the same platform.",[16,2739,2740],{},"The experience is real-time, flexible and designed to make learning and organisation easier for teachers and students alike.",[1633,2742],{"alt":2743,"h":2744,"src":2745,"w":2155},"Tallera logo: a new era of workshops","206","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Flogo.png",[11,2747,2749],{"id":2748},"project-goal","Project goal",[16,2751,2752],{},"When building a mobile app from scratch, the main goal is to make sure users understand the experience clearly, smoothly and coherently, so that navigating and interacting with it feels natural from first use.",[11,2754,1681],{"id":1684},[16,2756,2757],{},"At this stage of the project, in my role as a UX\u002FUI designer, the ideal approach is to run meetings and interviews with stakeholders, clients and\u002For users, as well as with colleagues from areas related to the product (development, marketing, etc.).",[16,2759,2760],{},"All of this in order to build a hypothesis and understand the problem from a strategic perspective, balancing user needs against business goals.",[16,2762,2763],{},[109,2764,2765],{},"Tasks:",[2767,2768,2769,2772,2775,2778,2781],"ol",{},[79,2770,2771],{},"Understand the client's mindset and perspective.",[79,2773,2774],{},"Plan around problems, needs and features.",[79,2776,2777],{},"Create the product's flows and goals.",[79,2779,2780],{},"Build the interface and the user experience.",[79,2782,2783],{},"Run moderated tests to measure the experience and iterate.",[16,2785,2786],{},[109,2787,2788],{},"Tool:",[1738,2790],{":items":2791},"[\"Figma\"]",[11,2793,2795],{"id":2794},"how-i-approached-the-process","How I approached the process",[16,2797,2798],{},"For the processes of identifying needs, analysing context, ideating a solution and gathering insights to keep improving the service we deliver.",[16,2800,2801],{},"Plus using AI, with detailed prompts, to iterate faster and validate designs.",[749,2803,2804,2814],{},[752,2805,2806],{},[755,2807,2808,2811],{},[758,2809,2810],{},"Step",[758,2812,2813],{},"Activities",[777,2815,2816,2826,2836,2846],{},[755,2817,2818,2823],{},[782,2819,2820],{},[109,2821,2822],{},"Step 1 · Identify needs",[782,2824,2825],{},"Qualitative interviews · Empathy maps · Benchmarking · Affinity diagram · Card sorting · CSD matrix",[755,2827,2828,2833],{},[782,2829,2830],{},[109,2831,2832],{},"Step 2 · Analyse context",[782,2834,2835],{},"Stakeholder map · Business Model Canvas or Lean Canvas",[755,2837,2838,2843],{},[782,2839,2840],{},[109,2841,2842],{},"Step 3 · Design the solution",[782,2844,2845],{},"Validate ideas during brainstorming or co-creation · Run meetings with clients and stakeholders · User flow · Using AI to iterate faster and validate designs",[755,2847,2848,2853],{},[782,2849,2850],{},[109,2851,2852],{},"Step 4 · User testing",[782,2854,2855],{},"Heuristic evaluation · Moderated usability testing · Heatmap analysis · Customer journey map",[32,2857,2858],{},[16,2859,2860],{},"The project",[11,2862,2864],{"id":2863},"teacher-flow","Teacher flow",[16,2866,2867],{},"Once the details are entered and the user taps \"Log in\", they reach their dashboard. The bottom navigation bar gives quick access to:",[76,2869,2870,2873,2876,2879],{},[79,2871,2872],{},"Home",[79,2874,2875],{},"Calendar",[79,2877,2878],{},"Students",[79,2880,1049],{},[1633,2882],{"alt":2883,"h":2884,"src":2885,"w":2886},"Teacher flow: the login leads to the dashboard with upcoming classes and, from the navbar, to the monthly calendar","826","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fflujo-profesor-1.png","1019",[16,2888,2889],{},"The calendar shows classes scheduled by date, which makes managing workshops easier.",[16,2891,2892],{},"The \"Students\" section lists the students connected with the teacher, along with key details such as city and time slot.",[16,2894,2895],{},"The teacher can edit their profile and review the testimonials shared by their students.",[1633,2897],{"alt":2898,"h":2899,"src":2900,"w":2901},"Teacher calendar, student list with city and time slot, and profile with the About me section and testimonials","802","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fflujo-profesor-2.png","1006",[16,2903,2904],{},"The teacher can easily spot which students are connected in real time from the student list. From there, they can pick one of them and start a direct conversation through the built-in chat.",[1633,2906],{"alt":2907,"h":2908,"src":2909,"w":2910},"From the list of connected students, the teacher opens the built-in chat with one of them","733","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fflujo-profesor-3.png","711",[48,2912,2914],{"id":2913},"what-each-screen-does-teacher","What each screen does (teacher)",[301,2916,2918],{"id":2917},"login","Login",[16,2920,2921],{},"This screen covers the key functions for accessing the app:",[76,2923,2924,2927,2930],{},[79,2925,2926],{},"A segmented control lets users pick their role (student or teacher).",[79,2928,2929],{},"Input fields for email and password, needed to validate the account.",[79,2931,2932],{},"Action buttons to log in, sign up as a new user or recover a forgotten password.",[2934,2935,2936,2942],"case-gallery",{"cols":1518},[1633,2937],{"alt":2938,"h":2939,"src":2940,"w":2941},"Login screen with the Student role selected","755","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Flogin-1.png","328",[1633,2943],{"alt":2944,"h":2939,"src":2945,"w":2941},"Login screen with the Teacher role selected","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Flogin-2.png",[301,2947,2949],{"id":2948},"dashboard-or-home","Dashboard or home",[16,2951,2952],{},"This section gives an overview of the teacher's day to day. Its main functions include:",[76,2954,2955,2958,2961,2964,2967,2970,2973],{},[79,2956,2957],{},"Showing the classes scheduled for the day.",[79,2959,2960],{},"Displaying bookings per class.",[79,2962,2963],{},"Starting video calls straight from the interface, saving time.",[79,2965,2966],{},"Reporting how many students are enrolled in each workshop.",[79,2968,2969],{},"Comparing whether attendance has gone up or down.",[79,2971,2972],{},"Accessing the full student list per workshop.",[79,2974,2975],{},"Viewing the latest messages received from students.",[1633,2977],{"alt":2978,"h":2939,"src":2979,"w":2941},"Teacher dashboard with upcoming classes, the summary of bookings per workshop and recent messages","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fprofesor-dashboard.png",[301,2981,2875],{"id":2982},"calendar",[16,2984,2985],{},"This view lets the teacher organise and plan their activities easily. Its main functions are:",[76,2987,2988,2991],{},[79,2989,2990],{},"Scheduling new workshops directly by picking a date.",[79,2992,2993],{},"Checking the daily schedule and clearly seeing the workshops taking place that day.",[1633,2995],{"alt":2996,"h":2939,"src":2997,"w":2941},"Teacher's monthly calendar with the day's workshops and the button to create a new workshop","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fprofesor-calendario.png",[301,2999,3001],{"id":3000},"student-management-messages","Student management & messages",[16,3003,3004],{},"This section makes communication between teachers and students easier. Its main functions are:",[76,3006,3007,3010,3013,3016],{},[79,3008,3009],{},"Filtering the student list by status (connected, disconnected or all).",[79,3011,3012],{},"Searching for students through a search input to speed up interaction.",[79,3014,3015],{},"Sending instant messages straight from the interface.",[79,3017,3018],{},"Seeing the student's connection status at all times inside the chat, for a more synchronised and fluid experience.",[2934,3020,3021,3025],{"cols":1518},[1633,3022],{"alt":3023,"h":2939,"src":3024,"w":2941},"Teacher's student list, filterable by connection status and with a search field","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fprofesor-alumnos.png",[1633,3026],{"alt":3027,"h":2939,"src":3028,"w":2941},"Teacher's conversation with a student, with the connection status visible in the header","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fprofesor-chat.png",[301,3030,1049],{"id":1048},[16,3032,3033],{},"This section lets the teacher personalise their profile and better understand how their students see them. Its main functions are:",[76,3035,3036,3039],{},[79,3037,3038],{},"Editing the “About me” section to highlight their experience, training and specialisation, helping students make informed decisions when choosing a workshop.",[79,3040,3041],{},"Accessing the testimonials left by their students, including comments and ratings, which helps assess the impact of their classes and keep improving.",[1633,3043],{"alt":3044,"h":2939,"src":3045,"w":2941},"Teacher profile with the About me section and student testimonials with ratings","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fprofesor-perfil.png",[11,3047,3049],{"id":3048},"student-flow","Student flow",[16,3051,2867],{},[76,3053,3054,3056,3059,3062],{},[79,3055,2872],{},[79,3057,3058],{},"Chat",[79,3060,3061],{},"Classes",[79,3063,1049],{},[1633,3065],{"alt":3066,"h":3067,"src":3068,"w":3069},"Student flow: the login leads to the dashboard with upcoming classes and, from the navbar, to the chat with teachers","800","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fflujo-alumno-1.png","1005",[16,3071,3072],{},"From the Chat section, the user can pick the teacher they want to talk to. Doing so takes them to a screen where they can see and continue the conversation in real time.",[16,3074,3075],{},"In the Classes section, they can also manage their booked workshops, check schedules and make changes if needed.",[1633,3077],{"alt":3078,"h":3067,"src":3079,"w":2901},"The student picks a teacher in the chat, continues the conversation in real time and manages their booked classes","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fflujo-alumno-2.png",[16,3081,3082],{},"The student's profile differs from the teacher's because, this being the first version, we want to gather insights that help us spot areas to improve in the app.",[16,3084,3085],{},"Likewise, in the \"Organise your account\" section, the user can add and manage the payment method that best suits their needs.",[1633,3087],{"alt":3088,"h":3089,"src":3090,"w":3091},"Student profile and the Organise your account section to add and manage payment methods","794","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Fflujo-alumno-3.png","704",[48,3093,3095],{"id":3094},"what-each-screen-does-student","What each screen does (student)",[301,3097,2949],{"id":3098},"dashboard-or-home-1",[16,3100,3101],{},"Its main functions let the user:",[76,3103,3104,3107,3110,3113],{},[79,3105,3106],{},"See the classes scheduled for the day, with details such as time and address for in-person classes. For remote classes, the \"Go to class\" button opens the video call directly.",[79,3108,3109],{},"Cancel classes.",[79,3111,3112],{},"Access the related study material.",[79,3114,3115],{},"Sign up for a range of activities, such as yoga, languages, cooking and more.",[1633,3117],{"alt":3118,"h":2939,"src":3119,"w":2941},"Student dashboard with upcoming classes, study material and other classes to sign up for","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Falumno-dashboard.png",[301,3121,3123],{"id":3122},"chat-instant-messaging","Chat & instant messaging",[16,3125,3126],{},"This feature streamlines communication between users. Its main characteristics include:",[76,3128,3129,3135,3141,3147],{},[79,3130,3131,3134],{},[109,3132,3133],{},"Viewing and filtering teachers:"," shows teachers by status (connected, disconnected) or as a full list, making availability easy to spot.",[79,3136,3137,3140],{},[109,3138,3139],{},"Quick search:"," an intuitive search field to find a teacher fast.",[79,3142,3143,3146],{},[109,3144,3145],{},"Real-time direct messages:"," enables instant communication.",[79,3148,3149,3152],{},[109,3150,3151],{},"Sender connection indicator:"," shows the other person's connection status in every conversation, which is vital for sync and context.",[2934,3154,3155,3159],{"cols":1518},[1633,3156],{"alt":3157,"h":2939,"src":3158,"w":2941},"Teacher list filterable by connection status, with a search field","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Falumno-chat.png",[1633,3160],{"alt":3161,"h":2939,"src":3162,"w":2941},"Student's conversation with a teacher, with the connection indicator in the header","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Falumno-chat-conversacion.png",[301,3164,3061],{"id":3165},"classes",[16,3167,3168],{},"This section centralises workshop interactions and offers the following features:",[76,3170,3171,3177,3183,3189],{},[79,3172,3173,3176],{},[109,3174,3175],{},"Teacher information:"," access the teacher's full profile.",[79,3178,3179,3182],{},[109,3180,3181],{},"Complementary study material:"," download or view extra resources to reinforce learning.",[79,3184,3185,3188],{},[109,3186,3187],{},"Rating and testimonial for the teacher:"," rate the teacher and leave comments or share experiences.",[79,3190,3191,3194],{},[109,3192,3193],{},"Reviewing your own assessments:"," check the grades or feedback received, where the workshop includes them.",[1633,3196],{"alt":3197,"h":2939,"src":3198,"w":2941},"Class detail with the teacher's information, the study material and the teacher rating","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Falumno-clases.png",[301,3200,1049],{"id":3201},"profile-1",[16,3203,3204],{},"This section gives the user control over their information and their experience on the platform, including:",[76,3206,3207,3213,3219,3225,3231],{},[79,3208,3209,3212],{},[109,3210,3211],{},"Personal profile management:"," the option to edit the \"About me\" section.",[79,3214,3215,3218],{},[109,3216,3217],{},"Account and payment settings:"," organise and add payment methods.",[79,3220,3221,3224],{},[109,3222,3223],{},"\"How does it work?\" help section:"," quick access to information for resolving doubts about using the platform.",[79,3226,3227,3230],{},[109,3228,3229],{},"Technical support:"," a direct channel to contact the support team about any issue.",[79,3232,3233,3236],{},[109,3234,3235],{},"Sharing the app:"," makes it easy to spread the platform among contacts and friends.",[1633,3238],{"alt":3239,"h":2939,"src":3240,"w":2941},"Student profile with About me, account organisation and payment methods, help, support and the option to share the app","\u002Fimages\u002Fprojects\u002Ftallera\u002Fnotion\u002Falumno-perfil.png",{"title":1514,"searchDepth":1515,"depth":1515,"links":3242},[3243,3244,3245,3246,3247,3256],{"id":2727,"depth":1518,"text":2728},{"id":2748,"depth":1518,"text":2749},{"id":1684,"depth":1518,"text":1681},{"id":2794,"depth":1518,"text":2795},{"id":2863,"depth":1518,"text":2864,"children":3248},[3249],{"id":2913,"depth":1515,"text":2914,"children":3250},[3251,3252,3253,3254,3255],{"id":2917,"depth":1540,"text":2918},{"id":2948,"depth":1540,"text":2949},{"id":2982,"depth":1540,"text":2875},{"id":3000,"depth":1540,"text":3001},{"id":1048,"depth":1540,"text":1049},{"id":3048,"depth":1518,"text":3049,"children":3257},[3258],{"id":3094,"depth":1515,"text":3095,"children":3259},[3260,3261,3262,3263],{"id":3098,"depth":1540,"text":2949},{"id":3122,"depth":1540,"text":3123},{"id":3165,"depth":1540,"text":3061},{"id":3201,"depth":1540,"text":1049},"Side project · Technical test","\u002Fimages\u002Fprojects\u002Ftallera\u002Fcover.webp","Design of Tallera, a mobile app connecting teachers and students of in-person and online workshops, with two role-differentiated flows and real-time communication.",{},[3269,3270,3271],"Two end-to-end flows split by role: teacher and student","Low- and high-fidelity wireframes of the complete app","Screen-by-screen functional definition of both flows","\u002Fen\u002Fprojects\u002Ftallera","UX\u002FUI Designer end-to-end",{"title":2722,"description":3266},"en\u002Fprojects\u002Ftallera","Mobile app connecting people who want to teach and learn through workshops such as cooking, yoga, languages or art.",[3278,1621,1620,3279],"Edtech","Side project",[1624],"XrQ_MrE4OM7OO_N3zwMMn64K_0VBxzIWAirSAsGIQUs",{"id":3283,"title":3284,"body":3285,"client":3284,"cover":4518,"description":4519,"draft":1605,"extension":1314,"inProgress":1605,"meta":4520,"navigation":24,"order":4521,"outcomes":4522,"path":4527,"publishedAt":1614,"role":4528,"seo":4529,"stem":4530,"summary":4531,"tags":4532,"tools":4535,"url":1614,"year":4536,"__hash__":4537},"projectsEn\u002Fen\u002Fprojects\u002Fgeneral-de-seguros.md","General de Seguros",{"type":8,"value":3286,"toc":4471},[3287,3291,3299,3304,3307,3321,3326,3358,3361,3366,3370,3373,3381,3385,3388,3395,3399,3402,3410,3418,3422,3425,3433,3441,3445,3448,3454,3462,3470,3474,3477,3485,3490,3494,3501,3504,3508,3511,3515,3518,3522,3525,3529,3532,3536,3539,3543,3546,3551,3666,3671,3675,3679,3729,3733,3789,3794,3797,3801,3806,3809,3815,3819,3823,3826,3831,3835,3839,3842,3847,3851,3855,3858,3863,3867,3871,3874,3879,3883,3887,3890,3895,3899,3903,3906,3911,3915,3919,3922,3927,3932,3935,3939,3950,3963,3967,3973,3985,3989,3999,4011,4015,4018,4030,4034,4037,4048,4053,4056,4059,4062,4071,4074,4077,4083,4086,4089,4096,4099,4102,4109,4112,4115,4121,4125,4128,4134,4138,4141,4147,4151,4154,4160,4164,4167,4173,4178,4303,4308,4311,4319,4327,4335,4343,4351,4359,4364,4367,4371,4394,4398,4418,4422,4445,4450,4457,4462,4465,4468],[11,3288,3290],{"id":3289},"uxui-redesign","UX\u002FUI redesign",[16,3292,3293],{},[55,3294],{"alt":3295,"height":3296,"src":3297,"width":3298},"Screen from the redesign of General de Seguros' Customer Virtual Platform",600,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fintro.webp",800,[32,3300,3301],{},[16,3302,3303],{},"The Product",[16,3305,3306],{},"The Customer Virtual Platform is an internal web system for General de Seguros (and its subsidiary General de Salud) that lets employees manage the full lifecycle of an insured customer: search, creation, editing of personal data, addresses, documents, transactional profile and regulatory compliance (Art. 492, CONDUSEF, KYC\u002FAML).",[76,3308,3309,3312,3315,3318],{},[79,3310,3311],{},"Individuals, Corporations and Simplified Regime",[79,3313,3314],{},"Management of two companies from a single platform",[79,3316,3317],{},"Integrated regulatory-compliance modules",[79,3319,3320],{},"Document management (INE, RFC, CURP, electronic signature)",[32,3322,3323],{},[16,3324,3325],{},"User Roles Detected",[76,3327,3328,3334,3340,3346,3352],{},[79,3329,3330,3333],{},[109,3331,3332],{},"Customer consultation"," — Views but doesn't edit",[79,3335,3336,3339],{},[109,3337,3338],{},"Customer administrator"," — Creates and edits complete profiles",[79,3341,3342,3345],{},[109,3343,3344],{},"Customer compliance"," — Regulatory management and documents",[79,3347,3348,3351],{},[109,3349,3350],{},"Customer supervisor"," — Oversight and approvals",[79,3353,3354,3357],{},[109,3355,3356],{},"Customer identification"," — KYC and identity validation",[16,3359,3360],{},"Each role has differentiated access to the system's sections. The current design doesn't reflect this differentiation in the UI.",[32,3362,3363],{},[16,3364,3365],{},"General system flow",[48,3367,3369],{"id":3368},"_1-login","1. Login",[16,3371,3372],{},"Username + Password",[16,3374,3375],{},[55,3376],{"alt":3377,"height":3378,"src":3379,"width":3380},"Platform login screen",1031,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-login.webp",2226,[48,3382,3384],{"id":3383},"_2-role-selection","2. Role selection",[16,3386,3387],{},"5 available modules, with a list of subcategories",[16,3389,3390],{},[55,3391],{"alt":3392,"height":3393,"src":3394,"width":599},"Role selection screen with the 5 modules",1109,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-roles.webp",[48,3396,3398],{"id":3397},"_3-company-selection","3. Company selection",[16,3400,3401],{},"Seguros or Salud",[16,3403,3404],{},[55,3405],{"alt":3406,"height":3407,"src":3408,"width":3409},"Company selection: Seguros or Salud",567,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-compania.webp",2289,[16,3411,3412],{},[55,3413],{"alt":3414,"height":3415,"src":3416,"width":3417},"Company selection detail",1297,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-compania-2.webp",1324,[48,3419,3421],{"id":3420},"_4-person-type","4. Person type",[16,3423,3424],{},"Individual \u002F Corporation \u002F Regime",[16,3426,3427],{},[55,3428],{"alt":3429,"height":3430,"src":3431,"width":3432},"Person-type selection: individual, corporation or regime",537,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-tipo-persona.webp",2386,[16,3434,3435],{},[55,3436],{"alt":3437,"height":3438,"src":3439,"width":3440},"Person-type selection detail",581,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-tipo-persona-2.webp",2103,[48,3442,3444],{"id":3443},"_5-search","5. Search",[16,3446,3447],{},"Filters + Results",[16,3449,3450],{},[55,3451],{"alt":3452,"height":3430,"src":3453,"width":3432},"Customer search filters","\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-busqueda-filtros.webp",[16,3455,3456],{},[55,3457],{"alt":3458,"height":3459,"src":3460,"width":3461},"Customer search with filters and results",664,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-busqueda.webp",1655,[16,3463,3464],{},[55,3465],{"alt":3466,"height":3467,"src":3468,"width":3469},"Customer search results",649,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-busqueda-2.webp",1614,[48,3471,3473],{"id":3472},"_6-customer-profile","6. Customer profile",[16,3475,3476],{},"Full editing",[16,3478,3479],{},[55,3480],{"alt":3481,"height":3482,"src":3483,"width":3484},"Customer profile with full editing",2020,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fflujo-perfil.webp",2123,[32,3486,3487],{},[16,3488,3489],{},"Legacy Platform (Before the Redesign)",[11,3491,3493],{"id":3492},"diagnosis-of-the-original-windows-style-interface","Diagnosis of the original Windows-style interface",[1470,3495,3496],{},[16,3497,3498],{},[1689,3499,3500],{},"\"The original platform was a desktop application migrated to the web, with a dense interface, no design system, and heavily oriented to the database structure rather than the user flow.\"",[16,3502,3503],{},"— Observation from the technology team during discovery.",[48,3505,3507],{"id":3506},"inherited-aesthetics","Inherited aesthetics",[16,3509,3510],{},"Windows XP\u002F7-style UI: hard borders, dense tables, grey rectangular buttons, no clear visual hierarchy. A total absence of a design system.",[48,3512,3514],{"id":3513},"database-oriented","Database-oriented",[16,3516,3517],{},"The forms exposed the internal DB structure: technical fields like \"Cve. General de seguros\", \"Estatus Art. 492\", \"Cod. SICAPS\" with no context for the user.",[48,3519,3521],{"id":3520},"no-status-feedback","No status feedback",[16,3523,3524],{},"Actions with no visual confirmation, generic error messages, no loading indicators or designed empty states.",[48,3526,3528],{"id":3527},"confusing-navigation","Confusing navigation",[16,3530,3531],{},"No breadcrumbs, no persistent side menu; the user lost context when navigating between sections. \"Where am I?\" was a constant question.",[48,3533,3535],{"id":3534},"excessive-information-density","Excessive information density",[16,3537,3538],{},"Screens with 30+ fields visible simultaneously. No cognitive grouping. The user's eye had no clear entry point.",[48,3540,3542],{"id":3541},"no-accessibility","No accessibility",[16,3544,3545],{},"Insufficient contrast, small typography, no keyboard support, no ARIA roles. Unusable on small screens.",[32,3547,3548],{},[16,3549,3550],{},"Comparative Table: Legacy Platform vs. Redesign",[749,3552,3553,3566],{},[752,3554,3555],{},[755,3556,3557,3560,3563],{},[758,3558,3559],{},"Dimension",[758,3561,3562],{},"Legacy Platform",[758,3564,3565],{},"Proposed Redesign",[777,3567,3568,3579,3590,3600,3611,3622,3633,3644,3655],{},[755,3569,3570,3573,3576],{},[782,3571,3572],{},"Overall visuals",[782,3574,3575],{},"Windows XP: rigid borders, no spacing",[782,3577,3578],{},"Modern: clean design, legible typography, generous spacing",[755,3580,3581,3584,3587],{},[782,3582,3583],{},"Design system",[782,3585,3586],{},"None: inconsistent components per screen",[782,3588,3589],{},"Partial: colour tokens and reusable components",[755,3591,3592,3594,3597],{},[782,3593,2918],{},[782,3595,3596],{},"Basic: generic form with no brand identity",[782,3598,3599],{},"Improved: aspirational image + floating card + prominent logo",[755,3601,3602,3605,3608],{},[782,3603,3604],{},"Module selection",[782,3606,3607],{},"Text menu: flat list of options",[782,3609,3610],{},"Visual cards: icons + name + \"Go\" button per module",[755,3612,3613,3616,3619],{},[782,3614,3615],{},"Customer search",[782,3617,3618],{},"Single form: no steps, all fields visible",[782,3620,3621],{},"Progressive: company first, then type, then specific fields",[755,3623,3624,3627,3630],{},[782,3625,3626],{},"Search results",[782,3628,3629],{},"Dense table: no hierarchy, fixed-px columns",[782,3631,3632],{},"Improved table: better legibility, visible \"Edit customer\" action",[755,3634,3635,3638,3641],{},[782,3636,3637],{},"Customer form",[782,3639,3640],{},"One screen: everything together, no collapsible sections",[782,3642,3643],{},"Sections: General data \u002F Addresses \u002F Additional data \u002F Transactional",[755,3645,3646,3649,3652],{},[782,3647,3648],{},"Action feedback",[782,3650,3651],{},"None: no designed success\u002Ferror states",[782,3653,3654],{},"Partial: yellow \"No results found\" banner (still improvable)",[755,3656,3657,3660,3663],{},[782,3658,3659],{},"Responsiveness",[782,3661,3662],{},"Zero: desktop only, minimum 1280px screen",[782,3664,3665],{},"Basic: more flexible layout, but still no real mobile adaptation",[32,3667,3668],{},[16,3669,3670],{},"Redesign Analysis",[11,3672,3674],{"id":3673},"what-works-well-and-what-needs-improvement","What works well and what needs improvement",[48,3676,3678],{"id":3677},"what-the-redesign-got-right","What the redesign got right",[76,3680,3681,3687,3693,3699,3705,3711,3717,3723],{},[79,3682,3683,3686],{},[109,3684,3685],{},"Coherent brand identity:"," Prominent General de Seguros logo, institutional blue palette applied consistently.",[79,3688,3689,3692],{},[109,3690,3691],{},"Typographic hierarchy:"," Section title with a left blue accent, description in grey, creating good orientation.",[79,3694,3695,3698],{},[109,3696,3697],{},"Section separation:"," The customer profile is split into \"General data\", \"Addresses\", \"Additional data\" and \"Transactional profile\".",[79,3700,3701,3704],{},[109,3702,3703],{},"Modal for addresses:"," Address editing uses a clean modal that doesn't lose the context of the main screen.",[79,3706,3707,3710],{},[109,3708,3709],{},"Aspirational login:"," A family-on-the-beach image conveys the emotional benefit of insurance.",[79,3712,3713,3716],{},[109,3714,3715],{},"User avatars:"," The user's name and visible avatar in the header give a sense of an active session and trust.",[79,3718,3719,3722],{},[109,3720,3721],{},"Progressive dropdown:"," Search reveals fields according to the selected person type.",[79,3724,3725,3728],{},[109,3726,3727],{},"Zero-results state:"," Informative banner when there are no matches in the search.",[48,3730,3732],{"id":3731},"what-the-redesign-still-doesnt-solve","What the redesign still doesn't solve",[76,3734,3735,3741,3747,3753,3759,3765,3771,3777,3783],{},[79,3736,3737,3740],{},[109,3738,3739],{},"3-step search flow:"," The initial \"Customer consultation\" screen is almost empty. The user can't search until completing 2 prior selectors.",[79,3742,3743,3746],{},[109,3744,3745],{},"Customer-form density:"," 20+ fields on screen simultaneously, with no real prioritisation or progressive grouping.",[79,3748,3749,3752],{},[109,3750,3751],{},"Exposed technical terminology:"," \"Estatus Art. 492\", \"Cod. SICAPS\", \"Cúmulo de prima pesos\" with no explanatory tooltips.",[79,3754,3755,3758],{},[109,3756,3757],{},"No persistent side navigation:"," There's no secondary menu to move between sections of the customer profile.",[79,3760,3761,3764],{},[109,3762,3763],{},"No breadcrumbs:"," The user doesn't know how they reached the current screen or how to go back efficiently.",[79,3766,3767,3770],{},[109,3768,3769],{},"Disconnected olive-green colour:"," Table headers and banners use an olive green (#7A9B4F) that doesn't appear in the main design system.",[79,3772,3773,3776],{},[109,3774,3775],{},"Roles with no description:"," The \"Role selection\" cards only have a name and icon, with no description of what each module does.",[79,3778,3779,3782],{},[109,3780,3781],{},"Modal with no \"X\" close:"," The address-editing modal has no visible close button in the corner.",[79,3784,3785,3788],{},[109,3786,3787],{},"Table with no pagination:"," Search results show no pagination or number of results found.",[32,3790,3791],{},[16,3792,3793],{},"Problems Detected",[16,3795,3796],{},"Classified by severity of impact on the user.",[48,3798,3800],{"id":3799},"p1-search-flow-fragmented-into-unnecessary-steps","P1 · Search flow fragmented into unnecessary steps",[16,3802,3803],{},[109,3804,3805],{},"Critical",[16,3807,3808],{},"The user must navigate 3 sequential screens (company → person type → search fields) before being able to search. The first screen is almost empty, creating a sense of a broken or incompletely loaded screen.",[16,3810,3811,3814],{},[109,3812,3813],{},"Impact:"," Increases task time on frequent searches. Agents run dozens of searches a day; every extra second multiplies exponentially.",[48,3816,3818],{"id":3817},"p2-customer-form-excessively-dense-with-no-visual-guidance","P2 · Customer form excessively dense with no visual guidance",[16,3820,3821],{},[109,3822,3805],{},[16,3824,3825],{},"The \"General data of the person\" screen exposes 20+ fields simultaneously in a 5-column grid. There's no prioritisation of required vs. optional fields. The scroll is extensive (over 3000px tall on a complete individual record).",[16,3827,3828,3830],{},[109,3829,3813],{}," High data-entry error rate. Users skip important fields because they don't see them or find them out of place. Risk of regulatory non-compliance.",[48,3832,3834],{"id":3833},"p3-internal-technical-terminology-with-no-context","P3 · Internal technical terminology with no context",[16,3836,3837],{},[109,3838,793],{},[16,3840,3841],{},"\"Estatus Art. 492\", \"Cod. SICAPS\", \"Cúmulo de prima pesos\", \"Umbral\", \"Canal de ingreso\" are regulatory or business technical terms that have no tooltip, contextual help or description for the user.",[16,3843,3844,3846],{},[109,3845,3813],{}," New or less experienced agents make data-entry errors. Dependence on verbal training to make up for UI deficiencies.",[48,3848,3850],{"id":3849},"p4-no-secondary-navigation-or-breadcrumbs","P4 · No secondary navigation or breadcrumbs",[16,3852,3853],{},[109,3854,793],{},[16,3856,3857],{},"Once inside the customer profile, the user has no way to know which section they're in or how to navigate between sections without scrolling. The only way to \"go back\" is the generic \"Back\" button that returns to results with no confirmation.",[16,3859,3860,3862],{},[109,3861,3813],{}," User disorientation. Loss of unsaved changes when navigating. Increased task time for multi-section operations.",[48,3864,3866],{"id":3865},"p5-role-selection-system-with-no-context","P5 · Role-selection system with no context",[16,3868,3869],{},[109,3870,793],{},[16,3872,3873],{},"The \"Role selection\" screen shows 5 cards with an icon and name, but no description of what each module does. New users don't know which role to choose. There's no \"favourite\" or \"last used\" role.",[16,3875,3876,3878],{},[109,3877,3813],{}," An unnecessary extra step for users who always use the same module. Confusion when onboarding new agents.",[48,3880,3882],{"id":3881},"p6-inconsistency-in-actions-and-ctas","P6 · Inconsistency in actions and CTAs",[16,3884,3885],{},[109,3886,798],{},[16,3888,3889],{},"\"Save changes\" and \"Save person data\" exist as different buttons for similar actions. \"Clear results\" appears in different contexts with inconsistent iconography (sometimes with a trash icon, sometimes without).",[16,3891,3892,3894],{},[109,3893,3813],{}," Uncertainty about what each action saves. Risk of losing data by pressing the wrong action.",[48,3896,3898],{"id":3897},"p7-results-table-with-internal-data-columns","P7 · Results table with internal-data columns",[16,3900,3901],{},[109,3902,798],{},[16,3904,3905],{},"\"Código Daños\", \"Código Salud\", \"Cod. SICAPS\" are internal system identifiers the agent doesn't use directly. They take up valuable space, leaving no room for more useful data such as the full name.",[16,3907,3908,3910],{},[109,3909,3813],{}," The agent can't visually identify the customer in the table. They must click \"Edit customer\" to see the full name.",[48,3912,3914],{"id":3913},"p8-document-management-with-no-clear-status","P8 · Document management with no clear status",[16,3916,3917],{},[109,3918,798],{},[16,3920,3921],{},"Digital documents (INE, RFC, CURP, electronic signature) use colour icons (green\u002Fred\u002Fyellow) to indicate status, but with no text label. A colour-blind user can't interpret the document status.",[16,3923,3924,3926],{},[109,3925,3813],{}," Compromised accessibility. Risk of KYC non-compliance by not uploading required documents because their absence isn't perceived.",[32,3928,3929],{},[16,3930,3931],{},"Improvement Hypotheses",[16,3933,3934],{},"Based on the problems detected and expected behaviour patterns.",[48,3936,3938],{"id":3937},"unified-search","Unified search",[16,3940,3941,3942,3945,3946,3949],{},"We believe that if we ",[109,3943,3944],{},"consolidate the 3 search steps into a single screen with progressive field reveal",", agents will be able to find their customers in under ",[109,3947,3948],{},"30 seconds"," instead of the current 3-sequential-screen flow, which will reduce the average record-opening time by at least 40%.",[16,3951,3952,3955,3956,3958,3959,3962],{},[109,3953,3954],{},"KPI:"," Time to first result · ",[109,3957,727],{}," \u003C30 sec · ",[109,3960,3961],{},"Baseline:"," ~90 sec.",[48,3964,3966],{"id":3965},"form-in-guided-steps-stepper","Form in guided steps (stepper)",[16,3968,3941,3969,3972],{},[109,3970,3971],{},"split the customer form into 4 linear steps"," (Basic data → Contact → Address → Documents) with a visible progress indicator, the rate of incomplete records will drop 35% because the user receives clear guidance on what's left to complete.",[16,3974,3975,3977,3978,3980,3981,3984],{},[109,3976,3954],{}," % complete records at first save · ",[109,3979,727],{}," +35% completeness · ",[109,3982,3983],{},"Proxy:"," \"Complete\" vs. \"Incomplete\" status.",[48,3986,3988],{"id":3987},"regulatory-tooltips","Regulatory tooltips",[16,3990,3941,3991,3994,3995,3998],{},[109,3992,3993],{},"add contextual tooltips to the 12 technical-terminology fields"," (Art. 492, SICAPS, threshold, etc.), data-entry errors in those specific fields ",[109,3996,3997],{},"will drop 50%",", which will reduce manual post-entry corrections and improve data integrity.",[16,4000,4001,4003,4004,4006,4007,4010],{},[109,4002,3954],{}," Error rate in regulatory fields · ",[109,4005,727],{}," -50% errors · ",[109,4008,4009],{},"Measurement:"," Edit reversions.",[48,4012,4014],{"id":4013},"default-role-and-quick-access","Default role and quick access",[16,4016,4017],{},"We believe that if we remember the user's last role and pre-select it on the roles screen (with the option to change), 70% of agents will go straight to the module they need, removing an unnecessary step in the daily flow.",[16,4019,4020,4022,4023,4025,4026,4029],{},[109,4021,3954],{}," % of users who change role vs. use the default · ",[109,4024,727],{}," 70% use the default · ",[109,4027,4028],{},"Validate:"," Role-selection analytics.",[48,4031,4033],{"id":4032},"customer-centred-results-table","Customer-centred results table",[16,4035,4036],{},"We believe that if we replace the internal-code columns with full name, RFC, status and creation date as main columns, the agent will be able to identify the right customer without opening their record, reducing clicks to the correct edit by 25%.",[16,4038,4039,4041,4042,4044,4045,4047],{},[109,4040,3954],{}," Clicks to edit the correct customer · ",[109,4043,727],{}," -25% clicks · ",[109,4046,4009],{}," Usability-testing sessions.",[32,4049,4050],{},[16,4051,4052],{},"Ideation and Improvement Proposals",[16,4054,4055],{},"Concrete solutions ordered by implementation effort.",[48,4057,3938],{"id":4058},"unified-search-1",[16,4060,4061],{},"Add a persistent global search field in the header that allows searching by name, RFC or code without going through the filters screen. For advanced search, the current flow is kept as a secondary option.",[16,4063,4064,4067,4068,4070],{},[109,4065,4066],{},"Effort:"," Medium · ",[109,4069,3813],{}," High",[48,4072,3966],{"id":4073},"form-in-guided-steps-stepper-1",[16,4075,4076],{},"Redesign the creation\u002Fediting form as a 4-step wizard with a progress indicator: 1) Basic personal data, 2) Contact and address, 3) Additional data and documents, 4) Transactional profile and compliance.",[16,4078,4079,4067,4081,4070],{},[109,4080,4066],{},[109,4082,3813],{},[48,4084,3988],{"id":4085},"regulatory-tooltips-1",[16,4087,4088],{},"An ⓘ icon next to each technical field (Art. 492, SICAPS, threshold, accumulation) with a tooltip explaining: what the field is, what values it accepts, and an example. Linkable to internal regulatory documentation.",[16,4090,4091,4093,4094,4070],{},[109,4092,4066],{}," Low · ",[109,4095,3813],{},[48,4097,4014],{"id":4098},"default-role-and-quick-access-1",[16,4100,4101],{},"Remember the user's last role and show it highlighted at the top of the roles screen. Add quick access from the user menu (header dropdown) to switch modules without returning to the role-selection screen.",[16,4103,4104,4093,4106,4108],{},[109,4105,4066],{},[109,4107,3813],{}," Medium",[48,4110,4033],{"id":4111},"customer-centred-results-table-1",[16,4113,4114],{},"Change the columns: Full name (first and highlighted), RFC, Person type, Company, Status, Creation date. Internal codes (SICAPS, Código Daños\u002FSalud) move to hideable optional columns. Add pagination and a results counter.",[16,4116,4117,4093,4119,4070],{},[109,4118,4066],{},[109,4120,3813],{},[48,4122,4124],{"id":4123},"side-navigation-in-the-profile","Side navigation in the profile",[16,4126,4127],{},"Add a sticky side menu on the customer-profile screen with anchors to each section (General data · Addresses · Additional data · Documents · Transactional profile). Highlight the active section on scroll. Removes the need for extensive scrolling.",[16,4129,4130,4067,4132,4070],{},[109,4131,4066],{},[109,4133,3813],{},[48,4135,4137],{"id":4136},"status-notification-system","Status notification system",[16,4139,4140],{},"Replace the generic yellow banner with a system of toasts and inline messages: success (green), error (red), warning (yellow) and loading (blue). Include context-specific messages: \"Customer saved successfully\" instead of a generic one.",[16,4142,4143,4093,4145,4108],{},[109,4144,4066],{},[109,4146,3813],{},[48,4148,4150],{"id":4149},"visual-documents-panel","Visual documents panel",[16,4152,4153],{},"Redesign the documents section as a card panel: each document with its name, status (Valid\u002FExpired\u002FPending) in text + colour, validity date, and actions (View, Replace, Delete). Remove the colour-only icons with no text.",[16,4155,4156,4067,4158,4070],{},[109,4157,4066],{},[109,4159,3813],{},[48,4161,4163],{"id":4162},"inline-addresses-section","Inline addresses section",[16,4165,4166],{},"Instead of the floating modal to edit addresses, expand the selected row of the addresses table directly (inline edit), showing the editing fields. Reduces context loss and allows comparing with other existing addresses.",[16,4168,4169,4067,4171,4108],{},[109,4170,4066],{},[109,4172,3813],{},[32,4174,4175],{},[16,4176,4177],{},"Impact vs. Effort Matrix",[749,4179,4180,4196],{},[752,4181,4182],{},[755,4183,4184,4187,4190,4193],{},[758,4185,4186],{},"Initiative",[758,4188,4189],{},"User impact",[758,4191,4192],{},"Dev effort",[758,4194,4195],{},"Priority",[777,4197,4198,4210,4222,4234,4246,4258,4269,4280,4292],{},[755,4199,4200,4203,4205,4207],{},[782,4201,4202],{},"Tooltips on technical fields",[782,4204,793],{},[782,4206,833],{},[782,4208,4209],{},"Quick Win #1",[755,4211,4212,4215,4217,4219],{},[782,4213,4214],{},"Redesigned results table",[782,4216,793],{},[782,4218,833],{},[782,4220,4221],{},"Quick Win #2",[755,4223,4224,4227,4229,4231],{},[782,4225,4226],{},"Toast\u002Fnotification system",[782,4228,798],{},[782,4230,833],{},[782,4232,4233],{},"Quick Win #3",[755,4235,4236,4239,4241,4243],{},[782,4237,4238],{},"Favourite role and quick access",[782,4240,798],{},[782,4242,833],{},[782,4244,4245],{},"Quick Win #4",[755,4247,4248,4251,4253,4255],{},[782,4249,4250],{},"Unified search in header",[782,4252,793],{},[782,4254,798],{},[782,4256,4257],{},"Short term",[755,4259,4260,4263,4265,4267],{},[782,4261,4262],{},"Side navigation in profile (sticky)",[782,4264,793],{},[782,4266,798],{},[782,4268,4257],{},[755,4270,4271,4274,4276,4278],{},[782,4272,4273],{},"Redesigned documents panel",[782,4275,793],{},[782,4277,798],{},[782,4279,4257],{},[755,4281,4282,4285,4287,4289],{},[782,4283,4284],{},"Stepper for customer entry",[782,4286,793],{},[782,4288,793],{},[782,4290,4291],{},"Mid term",[755,4293,4294,4297,4299,4301],{},[782,4295,4296],{},"Inline address editing",[782,4298,798],{},[782,4300,798],{},[782,4302,4291],{},[32,4304,4305],{},[16,4306,4307],{},"Key Metrics to Monitor",[16,4309,4310],{},"Indicators to validate the success of the proposed improvements.",[1470,4312,4313],{},[16,4314,4315,4318],{},[109,4316,4317],{},"–40%"," — Reduction in average time to find a customer (from ~90 to ~30 sec.)",[1470,4320,4321],{},[16,4322,4323,4326],{},[109,4324,4325],{},"+35%"," — Increase in records with \"Complete\" status at first save",[1470,4328,4329],{},[16,4330,4331,4334],{},[109,4332,4333],{},"–50%"," — Reduction of errors in regulatory fields (Art. 492, SICAPS, threshold)",[1470,4336,4337],{},[16,4338,4339,4342],{},[109,4340,4341],{},"70%"," — Users who would use the default role without needing to change it in the selector",[1470,4344,4345],{},[16,4346,4347,4350],{},[109,4348,4349],{},"4.5+"," — Internal NPS (1–5 scale) of agent satisfaction with the tool",[1470,4352,4353],{},[16,4354,4355,4358],{},[109,4356,4357],{},"–25%"," — Reduction in clicks to open the correct record in the results table",[32,4360,4361],{},[16,4362,4363],{},"Proposed Roadmap",[16,4365,4366],{},"Implementation phases ordered by impact and complexity.",[48,4368,4370],{"id":4369},"phase-1-sprint-12-quick-wins-04-weeks","Phase 1 · Sprint 1–2 — Quick wins (0–4 weeks)",[76,4372,4373,4376,4379,4382,4385,4388,4391],{},[79,4374,4375],{},"Tooltips on all technical fields.",[79,4377,4378],{},"Redesign of columns in the results table.",[79,4380,4381],{},"Pagination and results counter.",[79,4383,4384],{},"Success\u002Ferror toast system.",[79,4386,4387],{},"X button in the addresses modal.",[79,4389,4390],{},"Favourite role remembered per session.",[79,4392,4393],{},"Breadcrumbs on detail screens.",[48,4395,4397],{"id":4396},"phase-2-sprint-35-flow-improvements-410-weeks","Phase 2 · Sprint 3–5 — Flow improvements (4–10 weeks)",[76,4399,4400,4403,4406,4409,4412,4415],{},[79,4401,4402],{},"Global search in the header.",[79,4404,4405],{},"Unification of the search flow (1 screen).",[79,4407,4408],{},"Sticky side navigation in the customer profile.",[79,4410,4411],{},"Documents panel with legible statuses.",[79,4413,4414],{},"Unification of the colour system.",[79,4416,4417],{},"Descriptions on role cards.",[48,4419,4421],{"id":4420},"phase-3-sprint-610-major-restructuring-1020-weeks","Phase 3 · Sprint 6–10 — Major restructuring (10–20 weeks)",[76,4423,4424,4427,4430,4433,4436,4439,4442],{},[79,4425,4426],{},"Stepper for customer creation and editing.",[79,4428,4429],{},"Inline address editing (no modal).",[79,4431,4432],{},"Formally documented Design System.",[79,4434,4435],{},"Real-time validations in forms.",[79,4437,4438],{},"No-role mode (autoredirect if there's only one role).",[79,4440,4441],{},"Usability testing with real agents.",[79,4443,4444],{},"WCAG 2.1 AA accessibility.",[32,4446,4447],{},[16,4448,4449],{},"New Design",[16,4451,4452],{},[55,4453],{"alt":4454,"height":4455,"src":4456,"width":599},"Composition of the new design of the Customer Virtual Platform",627,"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fnotion\u002Fnuevo-diseno.webp",[32,4458,4459],{},[16,4460,4461],{},"Conclusion",[16,4463,4464],{},"The redesign of General de Seguros' Customer Virtual Platform represents a significant step forward from the legacy platform: greater visual clarity, a present brand identity and a section structure. However, the system still carries inherited structural problems: a fragmented search flow, overly dense forms and context-free technical terminology that create daily friction for agents.",[16,4466,4467],{},"The improvement opportunities identified can be addressed incrementally: starting with low-effort, high-impact quick wins (tooltips, results table, notifications), moving toward flow improvements (unified search, side navigation) and culminating in the restructuring of the capture form using a guided stepper.",[16,4469,4470],{},"The ultimate goal is for General de Seguros' agents to complete their daily tasks faster, with fewer errors and greater confidence in the tool — which translates directly into better data quality, more robust regulatory compliance and higher job satisfaction.",{"title":1514,"searchDepth":1515,"depth":1515,"links":4472},[4473,4481,4489],{"id":3289,"depth":1518,"text":3290,"children":4474},[4475,4476,4477,4478,4479,4480],{"id":3368,"depth":1515,"text":3369},{"id":3383,"depth":1515,"text":3384},{"id":3397,"depth":1515,"text":3398},{"id":3420,"depth":1515,"text":3421},{"id":3443,"depth":1515,"text":3444},{"id":3472,"depth":1515,"text":3473},{"id":3492,"depth":1518,"text":3493,"children":4482},[4483,4484,4485,4486,4487,4488],{"id":3506,"depth":1515,"text":3507},{"id":3513,"depth":1515,"text":3514},{"id":3520,"depth":1515,"text":3521},{"id":3527,"depth":1515,"text":3528},{"id":3534,"depth":1515,"text":3535},{"id":3541,"depth":1515,"text":3542},{"id":3673,"depth":1518,"text":3674,"children":4490},[4491,4492,4493,4494,4495,4496,4497,4498,4499,4500,4501,4502,4503,4504,4505,4506,4507,4508,4509,4510,4511,4512,4513,4514,4515,4516,4517],{"id":3677,"depth":1515,"text":3678},{"id":3731,"depth":1515,"text":3732},{"id":3799,"depth":1515,"text":3800},{"id":3817,"depth":1515,"text":3818},{"id":3833,"depth":1515,"text":3834},{"id":3849,"depth":1515,"text":3850},{"id":3865,"depth":1515,"text":3866},{"id":3881,"depth":1515,"text":3882},{"id":3897,"depth":1515,"text":3898},{"id":3913,"depth":1515,"text":3914},{"id":3937,"depth":1515,"text":3938},{"id":3965,"depth":1515,"text":3966},{"id":3987,"depth":1515,"text":3988},{"id":4013,"depth":1515,"text":4014},{"id":4032,"depth":1515,"text":4033},{"id":4058,"depth":1515,"text":3938},{"id":4073,"depth":1515,"text":3966},{"id":4085,"depth":1515,"text":3988},{"id":4098,"depth":1515,"text":4014},{"id":4111,"depth":1515,"text":4033},{"id":4123,"depth":1515,"text":4124},{"id":4136,"depth":1515,"text":4137},{"id":4149,"depth":1515,"text":4150},{"id":4162,"depth":1515,"text":4163},{"id":4369,"depth":1515,"text":4370},{"id":4396,"depth":1515,"text":4397},{"id":4420,"depth":1515,"text":4421},"\u002Fimages\u002Fprojects\u002Fgeneral-de-seguros\u002Fcover.webp","UX\u002FUI audit and proposed redesign of General de Seguros' Customer Virtual Platform — diagnosis of the legacy platform, prioritised problems, improvement hypotheses and an implementation roadmap.",{},5,[4523,4524,4525,4526],"Legacy platform diagnosis with six usability findings","Eight prioritised problems and five improvement hypotheses with KPI and baseline","Nine concrete proposals scored by impact and effort","Three-phase implementation roadmap (0 to 20 weeks)","\u002Fen\u002Fprojects\u002Fgeneral-de-seguros","UX\u002FUI Designer",{"title":3284,"description":4519},"en\u002Fprojects\u002Fgeneral-de-seguros","Analysis and improvement proposal for General de Seguros' Customer Virtual Platform. Focused on usability, visual hierarchy and consistency.",[4533,4534,1622],"Insurance","Web Platform",[],"2024 — 2025","PkxkpF4rfJc00dG32Sqzg8Ku09U-7Qg2mer9reXqDCo",1785454232653]