EBANX GO
EBANX GO is a mobile app that gives users a free digital account with cashback, promotions, and partner store coupons. While working at EBANX, I had the chance to grow my skills by tackling real problems through the design process, always aiming to improve the purchase experience.
This project focused specifically on enhancing the transactions area of the app to make it clearer, more intuitive, and more valuable for users.
Jan, 2021
COMPANY
EBANX
Framing the problem
When making a purchase, users didn’t have clear visibility into the rules for receiving cashback or whether their cashback had been approved.
Our goals were to reduce friction and create a smoother experience by:
Decreasing complaints in the store to improve customer satisfaction.
Reducing support tickets related to cashback, easing the burden on the CS team.
Improving user experience with clearer communication around the cashback process.
Finding the solution
After reviewing the complaints from store reviews and customer support, I facilitated a series of workshops with the squad to identify pain points and prioritize solutions.
User journey pain analysis – We mapped the cashback purchase and receipt flow, surfacing key frustrations and opportunities.
Solution ideas – Once the main challenges were listed, we brainstormed and discussed potential solutions that could best address them.
Prioritization
Once the main opportunities and pain points were mapped, we created an affinity diagram to organize insights and explored a range of possible solutions.
To decide which solution to move forward with, we used an effort vs. impact matrix. Some ideas were beyond the scope of our squad, so we shared them with the responsible teams.
After this exercise, we chose to focus on improving the cashback statement and receipt flow, ensuring the solution directly addressed user needs.
Exploring directions
Before moving into detailed designs in Figma, I ran a quick benchmark of competitor apps, focusing on how they handled statements and receipts. This gave us reference points for clarity, tone, and structure. From there, I began exploring layout options, experimenting with different ways to present information more clearly and intuitively.
Final solution
For transactions that generate cashback, we added a clear indicator directly on the summary screen. This allows users to quickly confirm their cashback status without needing to open the details page, saving time and reducing uncertainty.
On the transaction details page, we introduced a status bar showing whether the cashback is still being processed or has already been paid. In addition, we added a cashback receipt details page, giving users a transparent view of their cashback history and status.
For transactions that don’t generate cashback, we added an explanation clarifying why this happens and guidance on how to earn cashback in future purchases. This helps manage user expectations and turns a potential frustration into an opportunity to encourage continued engagement.
Business impacts
Within a month of launching the new statement and receipt experience, we began seeing strong results:
Squads prioritized new solutions based on insights uncovered during this project.
App ratings improved by +0.3 on the App Store and +0.4 on the Play Store, thanks to fewer negative comments.
Cashback-related support tickets dropped by nearly 30%, significantly reducing the load on the support team.
NEXT PROJECT
Developed a home automation app from scratch at the Apple Developer Academy, combining hardware and software.
