Safety Module - Santander
Research objective:
Understanding customer needs regarding products aimed at their security, understanding the application's functionalities and developing a new security module proposal
Understanding customer needs regarding products aimed at their security, understanding the application's functionalities and developing a new security module proposal
Responsabilities:
- Preparation of proposal and research deadline;
- Survey of customer complaints;
- Quantification of customer statements and mapping of the central element of the complaint;
- Survey of access data and churn rates;
- Prepare research proposal (with structured itinerary planning);
- Mapping of users of interest;
- Preparation of a research screener for external recruitment (company requirement);
- Conducting in-depth interviews;
- Mapping and structuring results;
- Preparation of action proposal;
- Survey of customer complaints;
- Quantification of customer statements and mapping of the central element of the complaint;
- Survey of access data and churn rates;
- Prepare research proposal (with structured itinerary planning);
- Mapping of users of interest;
- Preparation of a research screener for external recruitment (company requirement);
- Conducting in-depth interviews;
- Mapping and structuring results;
- Preparation of action proposal;
Perception of the value proposition for customers:
- Customers did not know how to use the approach cancellation option;
- The current model is designed for loss of products, not access devices (PC, mobile, tablet);
- Competitor products have no real value proposition (customers do not use them);
- The security module needs to be intuitive, and easy to access with basic data, such as an app access password and personal data (CPF);
- There is no need for a separate module for individual and corporate clients;
- Customers did not know how to use the approach cancellation option;
- The current model is designed for loss of products, not access devices (PC, mobile, tablet);
- Competitor products have no real value proposition (customers do not use them);
- The security module needs to be intuitive, and easy to access with basic data, such as an app access password and personal data (CPF);
- There is no need for a separate module for individual and corporate clients;
Link to Board
