Itaú Unibanco is the largest bank in Brazil and Latin America and I worked there for three years. However, my role was of a UX Researcher rather than a Designer, which is why you won’t see any images here.
I first worked on the Insurances community for a year, and the other two years were spent working at the People and Experience communities. Let’s focus on these two and each one’s particularities.
Working with the People (HR) teams:
At this community, most of the research is done in-house and targeted other collaborators. So I worked either directly on the research task or as a consultant, depending on the complexity and autonomy of the designer who demanded the task at hand.
Here I wrote quantitative and qualitative surveys, conducted usability testing, interviews, SUM tests and helped decide which parts of the People platform would use CES, CSAT or maybe just a binary question to evaluate and iterate improvements.
When necessary, such as for a persona study or something more complex which would take too much time out of other tasks, we’d call upon a dedicated, third-party research institute to conduct the project. When that was the case, I worked more as a project manager and owner rather than the researcher itself.
Working with the Experience (Design Systems, Acessibility) teams:
As these were communities that interfaced with regular consumers as well as collaborators, most of the bigger projects were conducted by separate institutes and, as noted previously, our involvement was ad-hoc as a project manager and owner.
And here lie the projects I was most excited to talk about, the ones I took on with the Accessibility team. Here, we conducted tests with People with Disabilities like myself. I oversaw every accessibility-related project conducted while I was there, refining scope, watching interviews and helping out on the analysis.
When Figma introduced Figma Make, these projects took off as we now could conduct usability testing with screen readers and test other facets of usability, such as haptic feedback. This was a joy to see unfold, as I could see and hear how other people like me interacted with the world and with the application itself.