Reference project
By redesigning the BVS invoices, we reduced helpdesk inquiries by more than 20%.
In short
- Services
- Service Design
- Industry
- Government
- Tags
- Design Sprint
- Usability Testing
- Research
- Content
About the project
BVS aimed to reduce call center inquiries, shorten payment times, increase digital invoice adoption, and decrease reminders sent to customers. We conducted an initial analytical workshop followed by a design sprint, where we created and tested prototypes of redesigned invoices. Our approach included user research, such as listening to call center recordings and guerrilla testing. The results were significant: a 21.62% reduction in invoice-related inquiries, increased digital payments, and fewer reminders. The project was delivered on time, and BVS was highly satisfied with the outcome.
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