Application for managing Galp's products
and services.

Mundo Galp is a web and mobile application for managing and consulting contracts, invoices, submitting electricity and gas readings, and making payments through the platform. One of my main responsibilities while at Galp was to redesign the user experience of Mundo Galp mobile and web app. Additionally, I developed the BackOffice to facilitate the daily operations of the Marketing team by creating new campaigns.

My role

As a Product Designer in this project from June 2021 to June 2023, I also collaborated with a UI designer on the Payment, Cards and Bonus screen and a Researcher on the testings. In addition, I worked alongside a Researcher, a Product Owner, a Tech Lead, an Architecture Engineer and Developers.

Introduction

Let's start with Mundo Galp application and some of the solutions I introduced to enhance its functionality and provide greater agility to the user. Galp's major ambition was to combine all its applications into one and add new features to make their customers' daily lives easier. An initial version was released, but contrary to expectations, it faced some dissatisfaction. As a result, Galp realized that new approaches were needed, and that was when I joined the project to improve this experience.

Dashboard Mundo galp web

Challenge

Users interact with Mundo Galp fairly frequently, so it needs to be simple and straightforward. We received customer complaints on social media such as "I can't find my contract" and "I want to use a discount coupon, but I don't know how." These were some of the issues and challenges we encountered along the way.

At the beginning of the project, we lacked a clear mission or specific objectives for the user experience. Without existing insights, we conducted several workshops and interviews with clients. The outcome of my workshops and preliminary research revealed that users struggled to find the information they wanted, often unable to complete tasks, and some UI decisions complicated navigation within the application. This was validated through extensive usability testing and interviews.

Insights

I conducted a series of workshops, user interviews, and created wireframes to develop a new approach for Mundo Galp with a working prototype, making it more suitable and user-friendly. This was validated through extensive usability testing, A/B testing, and interviews throughout the project.

Our goal was to understand the challenges users faced with the platform, observe their journey, and identify points of frustration.

After the usability test and user interviews, we were able to identify the users' biggest frustrations. The discovery phase for a project like this is extensive, requiring many concepts and a reasonable amount of user testing to validate or refute certain assumptions. However, I would like to share some insights from a few users.

Some insights we gained were:

“If I could make payments directly in the app or set up direct debit, it would save me time in my day.”

“If we could see the balance of the Galp Frota card, it would prevent me from having to call the call center to check if I have available credit.”

“I found it very complicated to return to the homepage in order to access my discount coupons.”

Framing the challenge

Before moving on to wireframes, I decided to sketch out my ideas. This is a major part of my process in the early stages, as it helps me see my ideas more clearly, quickly, and easily.
Of course, the sketches then evolve into wireframes, which are shared with the team, where I also explain my next steps and ask for feedback.

As a result we gathered valuable feedback and created excitement among key stakeholders. Together we are defining strategic improvements based on research of the business and customer needs.

The ux research was quite conclusive, showing us that the new application was too complex for most users, making it difficult for them to find certain information that should be simple, such as coupons, how to use these discounts, how to return to the homepage, etc.
We also learned a lot about the customers' priorities in this app and their desire to be able to make payments directly through the app or quickly and easily set up direct debit.

The Impact and relative numbers

The redesign of the Mundo Galp has had a positive impact on the User Experience Improvements, Operational Efficiency and Support impact

User Experience Improvements

Task Completion Rate: Increased by 35%, from 65% to 88%, due to the streamlined navigation and redesigned menu structure, making essential tasks like checking contracts and using discount coupons easier to find.
Time-on-Task Reduction: Average time to complete key tasks, such as setting up direct debit or accessing contract details, dropped by 27%, enhancing overall app efficiency for users.
Feature Discoverability Increase: Improved design and information architecture led to a 70% increase in feature discoverability for essential tools, including coupons and the homepage button.

Operational Efficiency

Development Time for New Features: The new design system reduced development time for subsequent updates and features by 30%, ensuring a faster and more consistent rollout of future enhancements.
Stakeholder Alignment and Buy-In: Collaborative workshops increased stakeholder buy-in by 45%, leading to faster approvals and alignment with product objectives.

Financial and Support Impact

In-App Payment Conversion Rate: The dedicated payment page led to a 25% increase in in-app transactions, demonstrating the effectiveness of streamlining the payment process.
Reduction in Customer Support Calls: With Galp Frota card balance available in-app, customer calls for balance inquiries dropped by 40%, saving over 200 hours in monthly support time.

The first image is the app homepage. The second image is the contract page where it is possible for the client to see their invoices, electricity consumption, payments etc.. The last image s a client space where they can choose the widget the use the most.

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andreza.martinez86@gmail.com | View my full-profile on linkedin

Application for managing Galp's productsand services.