UX Research in a Developing Country

Camila Borja and Luciano Lauri Pires

ITAU, a Brazilian publicly quoted bank, created design sprints and used a mixed methodology research approach to identify pain points for its users in Brazil, which would help improve its service.

Itaú and the Brazilian scenario

Itaú is the largest financial institution in Latin America. With over 60 million clients, our profits are over six billion reais per year. With a robust digital platform, we invest in user experience with over 100 UX designers working on developing three full apps and four mono apps.

With Agile as the main framework method, delivering fast and high value solutions to our clients is our main purpose. However, our clients range from opposite spectrums regarding financial well-being, and have a difficult relationship towards dealing with money in an unequal society.

Brazil is still considered...

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