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Intersec: Redefining Banking Experiences with the Inter App

Guia Ux Design

Intersec

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Duration

6 months

My Role

Ux / Ui Design

Resposabilities

Research 
Interface design

Tools

Figma, Miro

Defining the Problem

The increasing incidence of virtual scams and frauds, including those involving banking data, poses a constant challenge for all. Lack of knowledge and vulnerability to unsafe online practices are common problems faced daily.

Project Objectives

01.

Delivering User-Centric Solutions:

Impact positively on Inter's user experience and usability.

02.

Demonstrating Commitment to Users:

Showcase Inter as an institution genuinely concerned about its users.

03.

Providing Exceptional Post-Scam Assistance:

Offer high-quality support and assistance after scam incidents.

Current Scenario:

Research revealed a surge in virtual scams and frauds recently. Insights led to a focus on "Digital Security - Scams and Frauds Prevention." Among the top 3 banks with the most customer complaints, 2 are digital (Banco Pan and Inter), and 1 is physical (Bradesco). 30% of interviewees experienced digital scams, with 46.5% facing card cloning. Brazil sees 2.8 thousand financial fraud attempts per minute, with a 20% increase in digital scams in Q2 2023.

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Understanding the Problem

We organized information into a CSD Matrix to provide insights that validated the problem. Pain points were identified, guiding project development, along with crucial unanswered questions.

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How to provide security and confidentiality of information shared by users in the application?

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Interviews

We conducted flexible interviews with 5 individuals victimized by virtual scams to gain deeper insights into the problem. The impact on users and their perceptions of the involved products was assessed.

Interview Insights

We used the interviews to visually capture the experiences of the interviewees, highlighting the lack of support in such delicate situations. These statements provided a powerful perspective on the need for human support in cases of scams and frauds, addressing feelings of helplessness and disorientation.

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It's a feeling of helplessness. I gathered evidence, the things I could, and nobody cared. There wasn't any support, an action of let's resolve this.

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Very complex, time-consuming, and has minimal impact.

1. Integration of scams and methods disclosure on social media and blogs (outside the app itself).

Solution Ideation

We structured an Impact-Effort Matrix to bring forth potential solutions for identified pain points, focusing on advantageous functionalities for our solution. This framework aided in delineating our value proposition.

Enhancing User Experience: Introducing Key Features for Inter App

Analyzing the interviewees' pain points, we saw the opportunity for the primary implementation of an emergency support chat, easily accessible within the Inter app.

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Learnings

As in any work or study process, we faced several challenges that we had to overcome, both as a team and individually.

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  • Prioritization of design frameworks.

Throughout courses, we learned many problem-solving processes, but it's only in practice that we see the need for prioritization and objectivity in the use of the right tools, with their proper purpose.

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  • Maintaining good documentation.

Keeping the documentation organized and up-to-date throughout the project helped us many times, making it easier for us to access information and providing greater clarity of objectives.

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