Locaweb
Hosting Plataform
End-to-End Redesign
PM, PO, BA, Devs & Support
+50% NPS, -50% churn, -40% Tickets
Within a year, Locaweb Hosting started losing ground: customer retention dropped, support contacts increased and satisfaction stagnated. With over 350K clients and $240M in annual revenue (2023), an initiative was required.
Redesign the product.
+50% NPS increase, -40% support tickets, churn from 4% to 2%, and revenue growth.
NPS scores, user feedback categories, support tickets classifications, features with components usage, and market share.
Support team interviews, tickets and NPS comments, user behavior recordings, product exploration and heuristics gaps.
All participants used a combination of multiple apps to find, book a cab or rent a car
Users value the ability to detect the damage to car immediately which reflected a sense of satisfaction for the rent-out feature
Major products in the market lack desirable features and feel impersonal, outdated and untrustworthy
A compare feature with relevant information is paramount when searching for cars.
Too much information on screen makes users feel overwhelmed, they'd like a more curated experience
Irrelevant suggestions feel impersonal and clutter the UI, filters are highly used tools when searching
Analized key competitors feature by feature to define strategy, features, and information architecture.
Competitors had simpler flows. I collaborated with PM, Agilist, Devs, and Tech Lead on effort-impact prioritization and designed a new, intuitive core user flow, feature by feature.
Started with low-fidelity drafts to explore ideas.
Streamlined navigation by unifying shortcuts, hierarchy, merging info into the right column, and adding onboarding, FAQ, and support for clarity at the bottom.
Moved less used items to ‘Manage’, prioritizing key shortcuts in the dot menu, and ensured the critical information remained visible.
All participants used a combination of multiple apps to find, book a cab or rent a car
Users value the ability to detect the damage to car immediately which reflected a sense of satisfaction for the rent-out feature
Major products in the market lack desirable features and feel impersonal, outdated and untrustworthy
A compare feature with relevant information is paramount when searching for cars.
Too much information on screen makes users feel overwhelmed, they'd like a more curated experience
Irrelevant suggestions feel impersonal and clutter the UI, filters are highly used tools when searching
Moved less used items to ‘Manage’, prioritizing key shortcuts in the dot menu, and ensured the critical information remained visible.
All participants used a combination of multiple apps to find, book a cab or rent a car
Users value the ability to detect the damage to car immediately which reflected a sense of satisfaction for the rent-out feature
Major products in the market lack desirable features and feel impersonal, outdated and untrustworthy
A compare feature with relevant information is paramount when searching for cars.
Too much information on screen makes users feel overwhelmed, they'd like a more curated experience
Irrelevant suggestions feel impersonal and clutter the UI, filters are highly used tools when searching
I designed the ‘Performance Test’ feature based on competitor benchmarking and PageSpeed data. Partnered with a developer to validate feasibility, delivering a high-impact feature with minimal effort.
