Transforming User Experiences: The Role of UX Research at BanReservas

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Collaboration and Team Leadership

Partnering closely with outsourcing fieldwork companies, I coordinated efforts to reach a diverse user base across the country. I trained and led a fieldwork team of over 50 individuals, ensuring our data collection was consistent, high-quality, and focused on gathering genuine insights into customer experiences.

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Building and Executing Research Protocols

I developed a range of research tools, including surveys and interview guides, tailored to capture the nuances of user interactions with the bank’s digital services. Through careful analysis of data gathered from 230 branches, we identified key areas for improvement. This data formed the backbone of a set of strategic recommendations to enhance the usability and accessibility of BanReservas’s digital platforms.

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Data Analysis and Actionable Insights

After collecting the UX data, I conducted in-depth analyses to spot trends and uncover pain points. The resulting reports highlighted areas of friction in the user journey and provided data-backed suggestions to streamline the digital experience. These insights, shared with stakeholders, were instrumental in driving design and service changes that led to measurable improvements in customer satisfaction.

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Fostering a User-Centered Culture

In addition to creating and leading workshops and training sessions, I facilitated usability testing sessions to validate new solutions, ensuring they met user needs before deployment. These collaborative sessions helped instill a user-centered mindset across teams, aligning our design process with the bank’s broader commitment to exceptional customer experiences.

The project at BanReservas illustrates the transformative impact that user research can have in optimizing digital experiences. By centering the voice of the user and applying insights across the organization, we were able to make meaningful, measurable improvements that continue to benefit customers today.