Érica Kioki

Activities: Designer responsible for Operations department (in-life experience). End-to-end initiatives designer. Design system maintenance. Researcher in different methodologies. Shape and own the Design process within the department. Main projects:

• Onboarding v2 Based on data, we identified pain points during the onboarding process (after subscription request). To minimise them, I conducted Research and Co-creation workshops to redesign the Onboarding flow. As a result, we reduced to nearly 0 the contact rate regarding this topic.

• Technical services Make technical services provided by FINN available for booking in the Portal.

• Ticket efficiency Improve internal tools (Dashboards SaaS) experience aiming more efficiency for agents when solving tickets (customer's requests/complains).

• Wildlife Studios (Game - mobile) Conceptualise and design new features, fix current design issues, improve design process with the team and improve the design system. Agile team method.

• 3778 (Health - mobile and web) Help structure the design process, build the design system, define accessibility for the app, and conceptualise+design new features.

Fields: Bank, e-commerce, retail fashion. Channel: Mobile app. Activities: help structure the UX and Research team, build/improve processes involving the UX team, help create the visual pattern of the app, design of experiences, help create new features with a customer focus and introduce the accessibility standards. Main projects:

• Customer service and chatbot Conceptualise and design the customer service centre in the app. Create chat and chatbot experience.

• PIX - new Central Bank payment method Create a new experience for digital and physical payments for Midway and Riachuelo, from strategy and concept to prototypes and QA.