Gustavo Marques - Portfolio
Case Study - UX Project
InterSec
Case Study - UX Project
Intersec
InterSec
With guidance from mentors of the Guia UX Design Community, this case study addresses a common problem today: online scams and frauds. This led to the creation of InterSec - a feature for Banco Inter's app, aimed at supporting victims of online scams and frauds.
With guidance from mentors of the Guia UX Design Community, this case study addresses a common problem today: online scams and frauds. This led to the creation of InterSec - a feature for Banco Inter's app, aimed at supporting victims of online scams and frauds.
The problem
We started with a question: how can we support users who have just fallen victim to an online scam? Through an introductory research, we discovered data that proves the increasing number of online scams and frauds, including those involving banking data, representing a constant challenge faced daily by many Brazilians. The lack of knowledge, coupled with vulnerability to unsafe online practices, are common problems faced daily.
We started with a question: how can we support users who have just fallen victim to an online scam? Through an introductory research, we discovered data that proves the increasing number of online scams and frauds, including those involving banking data, representing a constant challenge faced daily by many Brazilians. The lack of knowledge, coupled with vulnerability to unsafe online practices, are common problems faced daily.
Our role
Our team consisted of five designers, working together and sharing responsibilities from the beginning of the process. We were mentored by Carolina do Carmo and Isabella Borges. Initially, we defined the problem scope, conducted discovery, and built user flows and journeys. We developed an initial wireframe version followed by a high-fidelity version. Everything was documented and later presented.
Our team consisted of five designers, working together and sharing responsibilities from the beginning of the process. We were mentored by Carolina do Carmo and Isabella Borges. Initially, we defined the problem scope, conducted discovery, and built user flows and journeys. We developed an initial wireframe version followed by a high-fidelity version. Everything was documented and later presented.
Documentation and Style Guide
Recognizing the importance of documentation in the design process, we organized and structured the project from start to finish, using Figma, Figjam, Miro, and Notion.
Based on Banco Inter's design system and visual identity, we componentized and used a style guide to maintain a visual standard in the project's development.
Recognizing the importance of documentation in the design process, we organized and structured the project from start to finish, using Figma, Figjam, Miro, and Notion.
Based on Banco Inter's design system and visual identity, we componentized and used a style guide to maintain a visual standard in the project's development.
Roteiro das entrevistas
Matriz CSD
Análise dos dados
Jornada do usuário
Matriz Esforço X Impacto
Roteiro das entrevistas
Matriz CSD
Análise dos dados
Jornada do usuário
Matriz Esforço X Impacto
Roteiro das entrevistas
Matriz CSD
Análise dos dados
Jornada do usuário
Matriz Esforço X Impacto
Roteiro das entrevistas
Matriz CSD
Análise dos dados
Jornada do usuário
Matriz Esforço X Impacto
Discovery
After defining the problem, we conducted desk research and benchmarking to gather information about online scams and how banks provide support for this issue. Using a CSD matrix, we validated the problem and identified points used in the project's development.
Additionally, we conducted qualitative interviews with a flexible script. We interviewed five victims of online scams and gained insights into the problem: the lack of support in such a delicate situation. The main complaints of the interviewees revolved around feeling abandoned during the scam situation and not knowing whom to turn to or what to do.
We also gathered feedback from employees at Nubank and Inter regarding their processes related to online scams, discovering that their focus is on prevention, educating users not to fall for scams and frauds. However, the main pain point identified in our interviews is the abandonment after the scam.
Organizing the interview data into a user journey, we identified the main pain points: disorientation and abandonment. Then, we listed possible solutions in an effort vs. impact matrix, which helped us consider the business feasibility of the solutions.
After defining the problem, we conducted desk research and benchmarking to gather information about online scams and how banks provide support for this issue. Using a CSD matrix, we validated the problem and identified points used in the project's development.
Additionally, we conducted qualitative interviews with a flexible script. We interviewed five victims of online scams and gained insights into the problem: the lack of support in such a delicate situation. The main complaints of the interviewees revolved around feeling abandoned during the scam situation and not knowing whom to turn to or what to do.
We also gathered feedback from employees at Nubank and Inter regarding their processes related to online scams, discovering that their focus is on prevention, educating users not to fall for scams and frauds. However, the main pain point identified in our interviews is the abandonment after the scam.
Organizing the interview data into a user journey, we identified the main pain points: disorientation and abandonment. Then, we listed possible solutions in an effort vs. impact matrix, which helped us consider the business feasibility of the solutions.
Value Proposition
Chegamos à conclusão de que a melhor abordagem para a resolução do problema seria uma funcionalidade dentro do próprio aplicativo do Inter, com a criação de um mecanismo como o de um "Botão de Pânico". Através deste botão, o usuário poderia bloquear qualquer tipo de transação em menos de cinco cliques. Esta função já existe, mas atualmente exige um caminho muito mais longo até chegar a este bloqueio.
Considerando a importância da informação e prevenção aos golpes, dedicamos um local no app para artigos e notícias sobre segurança digital. Além disso, implementamos uma ferramenta de chat acessível, com triagem por IA, seguida por atendimento humanizado e especializado, para que o usuário consiga ajuda utilizando as informações previamente fornecidas na criação da conta do banco, sem perder tempo.
Dessa forma, o InterSec traz uma solução ágil e intuitiva, sem perder o apoio humanizado que pode ser necessário para as vítimas de golpe. É uma solução que impacta positivamente a experiência e a usabilidade do usuário do Inter, demonstrando que o Inter é uma instituição que se preocupa com seus clientes, oferecendo um atendimento pós-golpe/emergencial de qualidade.
We concluded that the best approach to solving the problem would be a feature within the Inter app, creating a mechanism like a "Panic Button". Through this button, the user could block any type of transaction in less than five clicks. This function already exists but currently requires a much longer path to reach this block.
Considering the importance of information and prevention against scams, we dedicated a section in the app for articles and news about digital security. Additionally, we implemented an accessible chat tool, with AI triage followed by humanized and specialized support, allowing the user to get help using the information previously provided when creating the bank account, without wasting time.
In this way, InterSec offers a quick and intuitive solution, without losing the humanized support that may be necessary for scam victims. It is a solution that positively impacts the user experience and usability of Inter, demonstrating that Inter is an institution that cares about its clients, offering quality post-scam/emergency support.
Chegamos à conclusão de que a melhor abordagem para a resolução do problema seria uma funcionalidade dentro do próprio aplicativo do Inter, com a criação de um mecanismo como o de um "Botão de Pânico". Através deste botão, o usuário poderia bloquear qualquer tipo de transação em menos de cinco cliques. Esta função já existe, mas atualmente exige um caminho muito mais longo até chegar a este bloqueio.
Considerando a importância da informação e prevenção aos golpes, dedicamos um local no app para artigos e notícias sobre segurança digital. Além disso, implementamos uma ferramenta de chat acessível, com triagem por IA, seguida por atendimento humanizado e especializado, para que o usuário consiga ajuda utilizando as informações previamente fornecidas na criação da conta do banco, sem perder tempo.
Dessa forma, o InterSec traz uma solução ágil e intuitiva, sem perder o apoio humanizado que pode ser necessário para as vítimas de golpe. É uma solução que impacta positivamente a experiência e a usabilidade do usuário do Inter, demonstrando que o Inter é uma instituição que se preocupa com seus clientes, oferecendo um atendimento pós-golpe/emergencial de qualidade.
We concluded that the best approach to solving the problem would be a feature within the Inter app, creating a mechanism like a "Panic Button". Through this button, the user could block any type of transaction in less than five clicks. This function already exists but currently requires a much longer path to reach this block.
Considering the importance of information and prevention against scams, we dedicated a section in the app for articles and news about digital security. Additionally, we implemented an accessible chat tool, with AI triage followed by humanized and specialized support, allowing the user to get help using the information previously provided when creating the bank account, without wasting time.
In this way, InterSec offers a quick and intuitive solution, without losing the humanized support that may be necessary for scam victims. It is a solution that positively impacts the user experience and usability of Inter, demonstrating that Inter is an institution that cares about its clients, offering quality post-scam/emergency support.
Challenges
Lack of access to Inter's business information prevented us from expanding and refining our project outline.
It took us a long time to finalize the project scope, even after conducting desk research to evaluate the situation of online scams and frauds in Brazil and identifying the worst-rated banks in digital security.
Organizing all our material into a 5-minute presentation was challenging. We had to reorganize all our documentation to present ourselves effectively to the judges.
Lack of access to Inter's business information prevented us from expanding and refining our project outline.
It took us a long time to finalize the project scope, even after conducting desk research to evaluate the situation of online scams and frauds in Brazil and identifying the worst-rated banks in digital security.
Organizing all our material into a 5-minute presentation was challenging. We had to reorganize all our documentation to present ourselves effectively to the judges.
Learnings
Improved my critical perspective regarding research, including better structuring and data analysis, largely thanks to the mentors who provided their mature insights to assist us.
Learned a lot by interviewing experts in online scams and frauds from Nubank and Inter. They provided me with a holistic and in-depth view of how banks perceive this problem.
Improved my critical perspective regarding research, including better structuring and data analysis, largely thanks to the mentors who provided their mature insights to assist us.
Learned a lot by interviewing experts in online scams and frauds from Nubank and Inter. They provided me with a holistic and in-depth view of how banks perceive this problem.
Shall we work together?
Gustavo Marques
UX/UI Designer