The Solution: Holistic Transparency
I designed a comprehensive solution that digitizes the communication and visualization workflow:
In-App Visualization: Integration of the seizure transaction directly into the client's account statement for full traceability.
Communication Automation: Implementation of push notification workflows and automated emails sent in real-time following the execution of the order.
Empathic Design: Copywriting and interface design that communicate a legally sensitive situation in a clear, professional, and human manner.
Impact and Results:
Operational Efficiency: Elimination of approximately 2.5 person-hours of manual work per week.
Customer Satisfaction: Drastic reduction in unnecessary contacts with Customer Support (CX), targeting a tNPS of ≈74.4%.
Compliance: Full alignment with Nu’s brand mandate and the regulatory obligations for financial entities in Colombia.
I led the digitization of the asset seizure/garnishment system for Nu Colombia, transforming a manual, operationally heavy process into an automated, in-app experience. By designing real-time transaction views and proactive communication flows (push notifications/email), I eliminated critical friction points and drastically reduced support inquiries.
This project not only ensured strict legal compliance but also prioritized transparency and empathy toward the user during moments of high financial sensitivity.
