Skip to content

PTLanguage: EN

3 projects · Telecom, e-commerce and SaaS

Case studies

Three projects, from Oi’s self-service during the pandemic to the Shein checkout and the journey of people who sign documents on Clicksign. For each one: the problem, what I did and what changed.

  1. Retention at Oi: survival design and rebranding in lockdown

    Problem
    During the pandemic, calls to the call center exploded and support couldn’t keep up.
    What I did
    I cross-checked call reasons with real clicks and trimmed the interceptor menu in 3 weeks.
    Result
    +78% clicks to pay a bill and +11% self-service retention.

    01 · Telecom · B2C · 4 min read

  2. Conversion optimization and design integrity: the Shein checkout

    Problem
    A mandatory phone number sign-up interrupts the purchase and drives away people who have already decided to buy.
    What I did
    I fixed usability and accessibility flaws and moved the phone number request to after the purchase.
    Projection
    +15% sign-in success, winning back people who abandon the purchase over privacy.

    02 · E-commerce · Study · 4 min read

  3. The electronic document signing experience

    Problem
    The experience for people signing documents was outdated, and the company had little data on how it was used.
    What I did
    I cross-checked support tickets, NPS, Hotjar recordings, usage data and a heuristic analysis to map the journey.
    Result
    A journey map with 9 opportunities: from clearer emails to easier access to signed documents.

    03 · SaaS · E-signature · 5 min read