About the project
Caixa Econômica Federal — one of the largest financial institutions in Latin America — faced the challenge of adapting its services during the social isolation period caused by the COVID-19 pandemic in 2020.
I worked on the design of a customer data validation system that allowed clients to be assisted directly by their bank managers via WhatsApp, eliminating the need for in-person branch visits. The user journey started with a help request through WhatsApp, followed by an identity verification step through a secure and intuitive flow.
We developed a dynamic platform focused on accessibility, simplicity, and efficiency. This solution helped Caixa maintain essential services during a critical time, modernizing the customer experience and ensuring safe, remote access to banking support in compliance with social distancing guidelines.
