Citi's Collections & Recovery Business
Citi's Collections & Recovery Business
AECSA BPO Certified B Corporation™
Company
Citi's AECSA
Citi's AECSA
Role
User experience designer
User experience designer
Expertise
Financial
OPORTUNITY
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Plan facilitated directed design sprints, and prototypes to refine the user experience.
UX Design | Wireframing | Prototypes
Facilitation | Empathy Map
Citi's Collections &
Recovery Business
AECSA BPO Certified B Corporation™
New ways of working
| UX Design
| Wireframing
| Prototypes
| Facilitation
| Empathy Map's
0I INTRO
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
We researched to update BPO processes, contributing to Citi's Collections & Recovery Business Control division.
Helped AECSA BPO achieve Certified B Corporation™ status, the first in the industry across Latin America.
Plan facilitated directed w design sprints, and prototypes to refine the user experience. UX Design | Wireframing | Prototypes | Facilitation | Empathy Map
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
This initiative aims to foster a strong sense of belonging among new employees and provide well-founded recommendations for the stakeholders and investors.
Contributing to Citi's Collections & Recovery Business Control division
as Innovation Manager
Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
MY ROLE
I was the lead solo designer for this project from the initial research to prototyping. Throughout this process, I received support from a customer knowledge specialist from Citi, the department director of the BPO. This collaboration allowed us to establish trust and hire additional designers, ensuring the entire strategy was implemented smoothly and efficiently.
The creative teams and digital brand owners in the innovative healthcare industry have a siloed workflow that does not allow growth sessions. This reflects limited trust and overspending in rounds of iteration due to a lack of collaboration
The
Sprint
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Problem
Problem
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Challenge
Challenge
The Citi legal BPO Brand and Website urge a fresh approach to empathize effectively with their end-users.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
DISCOVERY
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
The BPO representatives perceive that reporting various emotions and external factors related to that situation, from end customers to directors can be seen as a sign of weakness or unprofessionalism and may result in them losing their jobs, as has happened to other representatives.
Just 35% of the BPO representatives have a record of success closing agreements.
60% of the end customers “I Dont see a significant benefit to staying active on the financial system”
Validate + Iterate
Skills
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
WORKSHOP #1
Lead secondary research and interviews.
Lead secondary research and interviews.
Lead secondary research and interviews.
Defining Target Groups
Once the prototypes were developed based on experience and Data to empathize with the different types of users, they served as a starting point for reflecting on the users' needs and challenges and possible solutions to consider later in building the
information architecture.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
Research and findings
Find significant barriers to discomfort during working hours
between BPO representatives and end users.
Entry-Level and Mid-level employees interact with
the final users on phone calls can help you understand the primary
personal barriers.
470,000
End user's benefitted from
the new credit line established.
16
Research sprints for Innovation
80+
Yearly budget effectively
managed, planned and resourced
Citi's Collections & Recovery Business
Citi's Collections & Recovery Business
AECSA BPO Certified B Corporation™
Company
Citi's AECSA
Citi's AECSA
Role
User experience designer
User experience designer
Expertise
Financial
OPORTUNITY
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Plan facilitated directed design sprints, and prototypes to refine the user experience.
UX Design | Wireframing | Prototypes
Facilitation | Empathy Map
Citi's Collections &
Recovery Business
AECSA BPO Certified B Corporation™
New ways of working
| UX Design
| Wireframing
| Prototypes
| Facilitation
| Empathy Map's
0I INTRO
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
We researched to update BPO processes, contributing to Citi's Collections & Recovery Business Control division.
Helped AECSA BPO achieve Certified B Corporation™ status, the first in the industry across Latin America.
Plan facilitated directed w design sprints, and prototypes to refine the user experience. UX Design | Wireframing | Prototypes | Facilitation | Empathy Map
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
This initiative aims to foster a strong sense of belonging among new employees and provide well-founded recommendations for the stakeholders and investors.
Contributing to Citi's Collections & Recovery Business Control division
as Innovation Manager
Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
MY ROLE
I was the lead solo designer for this project from the initial research to prototyping. Throughout this process, I received support from a customer knowledge specialist from Citi, the department director of the BPO. This collaboration allowed us to establish trust and hire additional designers, ensuring the entire strategy was implemented smoothly and efficiently.
The creative teams and digital brand owners in the innovative healthcare industry have a siloed workflow that does not allow growth sessions. This reflects limited trust and overspending in rounds of iteration due to a lack of collaboration
The
Sprint
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Problem
Problem
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Challenge
Challenge
The Citi legal BPO Brand and Website urge a fresh approach to empathize effectively with their end-users.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
DISCOVERY
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
The BPO representatives perceive that reporting various emotions and external factors related to that situation, from end customers to directors can be seen as a sign of weakness or unprofessionalism and may result in them losing their jobs, as has happened to other representatives.
Just 35% of the BPO representatives have a record of success closing agreements.
60% of the end customers “I Dont see a significant benefit to staying active on the financial system”
Validate + Iterate
Skills
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
WORKSHOP #1
Lead secondary research and interviews.
Lead secondary research and interviews.
Lead secondary research and interviews.
Defining Target Groups
Once the prototypes were developed based on experience and Data to empathize with the different types of users, they served as a starting point for reflecting on the users' needs and challenges and possible solutions to consider later in building the
information architecture.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
Research and findings
Find significant barriers to discomfort during working hours
between BPO representatives and end users.
Entry-Level and Mid-level employees interact with
the final users on phone calls can help you understand the primary
personal barriers.
470,000
End user's benefitted from
the new credit line established.
16
Research sprints for Innovation
80+
Yearly budget effectively
managed, planned and resourced
Citi's Collections & Recovery Business
Citi's Collections & Recovery Business
AECSA BPO Certified B Corporation™
Company
Citi's AECSA
Citi's AECSA
Role
User experience designer
User experience designer
Expertise
Financial
OPORTUNITY
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Plan facilitated directed design sprints, and prototypes to refine the user experience.
UX Design | Wireframing | Prototypes
Facilitation | Empathy Map
Citi's Collections &
Recovery Business
AECSA BPO Certified B Corporation™
New ways of working
| UX Design
| Wireframing
| Prototypes
| Facilitation
| Empathy Map's
0I INTRO
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
We researched to update BPO processes, contributing to Citi's Collections & Recovery Business Control division.
Helped AECSA BPO achieve Certified B Corporation™ status, the first in the industry across Latin America.
Plan facilitated directed w design sprints, and prototypes to refine the user experience. UX Design | Wireframing | Prototypes | Facilitation | Empathy Map
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
This initiative aims to foster a strong sense of belonging among new employees and provide well-founded recommendations for the stakeholders and investors.
Contributing to Citi's Collections & Recovery Business Control division
as Innovation Manager
Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
MY ROLE
I was the lead solo designer for this project from the initial research to prototyping. Throughout this process, I received support from a customer knowledge specialist from Citi, the department director of the BPO. This collaboration allowed us to establish trust and hire additional designers, ensuring the entire strategy was implemented smoothly and efficiently.
The creative teams and digital brand owners in the innovative healthcare industry have a siloed workflow that does not allow growth sessions. This reflects limited trust and overspending in rounds of iteration due to a lack of collaboration
The
Sprint
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Problem
Problem
BPO representatives have noted a recent upsurge in the number of Citi's end users' accounts in collections. Consequently, there has been an increase in recovery cases encompassing a variety of emotional issues, including a 70% rise in suicide threats from clients. These developments are occurring alongside a 17% increase in the country's inflation rate.
The
Challenge
Challenge
The Citi legal BPO Brand and Website urge a fresh approach to empathize effectively with their end-users.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
Department Directors and Project Managers: Define and start Sprint Two. Work closely with key team leaders inside the BPO to learn how to apply proper field research.
DISCOVERY
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Empathy maps are the central methodology for discovery sessions, and they help BPO representatives
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
The BPO representatives perceive that reporting various emotions and external factors related to that situation, from end customers to directors can be seen as a sign of weakness or unprofessionalism and may result in them losing their jobs, as has happened to other representatives.
Just 35% of the BPO representatives have a record of success closing agreements.
60% of the end customers “I Dont see a significant benefit to staying active on the financial system”
Validate + Iterate
Skills
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
WORKSHOP #1
Lead secondary research and interviews.
Lead secondary research and interviews.
Lead secondary research and interviews.
Defining Target Groups
Once the prototypes were developed based on experience and Data to empathize with the different types of users, they served as a starting point for reflecting on the users' needs and challenges and possible solutions to consider later in building the
information architecture.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
1,600 employees were interviewed nationwide, with almost equal distribution between men and women and across
different age groups.
Research and findings
Find significant barriers to discomfort during working hours
between BPO representatives and end users.
Entry-Level and Mid-level employees interact with
the final users on phone calls can help you understand the primary
personal barriers.
470,000
End user's benefitted from
the new credit line established.
16
Research sprints for Innovation
80+
Yearly budget effectively
managed, planned and resourced