Cora Cases
Centralizing second-level support in a single app, with governance and metrics to reduce operational time and costs.
ENTERPRISE
Cora Bank
YEAR
2022
PAPER
Product Designer
PRODUCT
Cora Cases
OVERVIEW
Cora Cases is an internal app created to centralize requests from the second-level customer service team, which deals with external channels such as Reclame Aqui, Procon, Consumidor.gov, Ombudsman and regulatory bodies.
Previously, there was no single place to gather this data, which made service slower and made it difficult to create metrics and data governance. I joined the project to deeply understand the operation's work, identify usability frictions, and propose improvements that would reduce rework and increase process control.
THEN...
It was necessary to transform second-level support into a more fluid and measurable workflow so that the team could:
to see all requests in one place (by channel and by status)
Respond more quickly, without switching between multiple tools.
To record data consistently for monitoring time, quality, and volume.
INVESTIGATION
STAGE 1
Research and ideation (quick and practical)
Benchmarking / desk research of companies with internal platforms for data consultation and customer service.
Definition of the business objective: to reduce operating costs and the expectation of reducing service time.
STAGE 2
In-depth research with the operation (deep dive)
I realized that only receiving feedback via Slack generated reactive iterations and high time costs (technology + operations).
I conducted descriptive and generative research using: user journey mapping, field study, daily study, usability testing, data analysis, and leadership interviews.
I monitored the operation daily for almost a month and a half, observing app usage and providing support to experience the real workflow and identify areas for improvement.
TRADE-OFFS
Due to operational urgency, the app was launched early after several tests to gather feedback from real-world use and accelerate its development.
The change involved moving away from "daily interactions via message" and towards structured research, ensuring improvements with more substance and less strain on the team.
SOLUTION
Evolve the app to support end-to-end service with improved information architecture and useful data for management, including:
Improvements to the grouping and categorization of fields, modules, and cards.
Removing unused fields (based on data) and creating new fields for dashboards.
Instrumentation of service time metrics and ticket logging.
Centralizing channels via APIs (e.g., Reclame Aqui), reducing context switching.
IMPACT
In 2022, Cora was ranked 10th in the RA award in the banking services category. In 2023, it moved up to 4th place in Business Services .
A reduction of approximately 46% in the time between opening and closing a service request in the application;
100% data governance, since response data is now stored on an internal platform;
Greater control over response times to requests, allowing the team to better manage and plan customer service;
Increased operational efficiency, giving agents a holistic view of both customer data and complaint records. It also enabled them to respond to contacts directly through the app.
Cora Cases has transformed multiple channels into a single, measurable, and faster-to-serve workflow.
LEARNINGS
For operations, it's not about "having more features." It's about reducing context switching and standardizing what needs to be recorded so the team can respond quickly and reliably.
The most efficient shortcut was to experience the day-to-day operations firsthand (field study + continuous monitoring): observing the actual work revealed frictions that don't appear in feedback via Slack.
Metrics and governance are not the "final layer." If fields and categories aren't designed with dashboards and traceability in mind, improvements in time and quality become mere opinions, not continuous evolution.