Breno Otávio

Problem

Minha Claro lets control and postpaid customers negotiate overdue bills directly in the site by selecting late invoices and unlocking discounts to clear their debt. The feature worked, but the flow treated every option equally: paying in full sat side by side with eight installment plans. Many customers chose to installment, then dropped the agreement partway through, leaving the debt unresolved.

Solution

We reframed the journey around a single recommended path: paying in full, positioned as the best deal: highest discount, lowest friction, debt cleared in one step and the line back to normal. We collapsed a journey of up to six steps down to three and added a PIX QR code at the final step, so customers ready to pay could close instantly. Shipped fast, it drove a measurable increase in agreements closed in a single payment.

Problem

Claro clube loyalty customers weren't using their smartphone discount benefit. The perk had low visibility in digital channels, and in physical stores the discount was being silently applied to customers' points without any explanation, generating recurring complaints about points "disappearing."

Solution

We redesigned the redemption journey in the app with strategic banners and clear messaging before, during, and after redemption. Phase 1 generated six figures in incremental revenue within weeks, and an exclusive Samsung S25 offer added a further meaningful lift shortly after.

Problem

Customers on Claro combo plans, which often bundled streaming services like Netflix, reported difficulty activating their digital benefits. The service existed, but the activation flow was confusing, leaving paid subscriptions unused.

Solution

We redesigned the discovery, purchase, and activation journey for digital subscriptions, making the process clearer and directly accessible in the app. We also introduced 2FA steps to authenticate users and prevent fraud. The result was a significant increase in both activation of subscriptions already included in plans and new subscription sign-ups, driven by the fact that through our platform, customers got better pricing than what the open market offered.

Problem

Anyone who wanted an Intelbras product ran into disconnected paths. The site listed resellers on one page and a few authorized installers on another, but nothing tied buying, installing, or doing both into a single journey. Someone who already owned the product and just needed installation, or who wanted to buy and install in one go, was left without a clear path, and Intelbras lost conversions right at the bridge between interest and a working product in the customer’s home.

Solution

I ran discovery and benchmarking and brought the full analysis into an in-person workshop with stakeholders, where we designed a single structure able to resolve all three intents: buy, install, and buy + install. The result took the experience from two disconnected paths, a reseller list and a separate set of installers, to one flow that resolves all three intents in a single place. From there, I designed the interface that ties Intelbras’s business goals to what visitors actually want, turning a fragmented search for resellers into an integrated flow to find, decide, and hire.

Problem

Multiplus’s loyalty platform had an outdated logged-in area that made earning and redeeming miles cumbersome, especially on mobile. Complex business rules created friction and kept users from engaging with the platform’s core features.

Solution

We redesigned the logged-in experience with a mobile-first, Material Design approach, simplifying flows and interactions based on usability tests with real users. The result was a cleaner, more intuitive platform that drove higher engagement with miles accumulation and redemption.