Service Design · Banking
Research-driven redesign that lifted satisfaction from 2.5 to 4.6–5.
Context
At Itaú, one of Brazil's largest banks, new hires were struggling to navigate a fragmented onboarding process. This led to slower adaptation and a high rate of resignations within the first three months.
Objective
Improve the onboarding experience, reduce early turnover, and boost employee satisfaction through research-driven insights and solutions.
Approach
•Survey with 85 new hires to measure satisfaction (CSAT average: 2.5) and gather initial feedback
•In-depth interviews with 12 new hires to explore emotions, pain points, and adaptation challenges
•User Journey Mapping in collaboration with cross-functional teams to visualize key issues and misalignments
•Prioritization workshop using Lean Inception framework to define quick wins and long-term solutions
Outcomes
The research led to two waves of action: quick fixes including leadership training, a buddy program, and a communication kit — and a long-term solution with the creation of IU Conecta, a digital onboarding platform. Six months after the quick fixes, CSAT rose to 4–4.5. After IU Conecta launched, satisfaction consistently reached 4.6–5.
2.5 → 5
CSAT score
My Role
Led the research end-to-end — from survey design and interviews to journey mapping, stakeholder alignment, and delivery of actionable recommendations. Also responsible for planning and executing the onboarding communication strategy.
Methods