Complete Documentation in the App
End-to-end Phygital experience for Aviva kiosk-approved clients to complete their documentation (address, CLABE, geolocation and video proofs) directly in the app, eliminating WhatsApp workarounds.
- Company
- Aviva Crédito
- My Role
- Product Designer
- Period
- Oct 2024 – Feb 2025
Targets & expectations
Target of +10% in completed documentation over a 35% baseline. 8 use cases for first-time and renewal loans. OCR for address proof, bank validation for CLABE, and video evidence with real-time status feedback.
Problem
Kiosk-approved clients submitted their documentation via WhatsApp, resulting in incomplete documents, operational errors, and reliance on kiosk staff as intermediaries, making an automated Phygital flow impossible.
Research
Research showed clients did not continue the digital process due to: lack of clarity about next steps, documents unavailable at the kiosk, and no dedicated flow for this user profile. Kiosk managers acted as informal process intermediaries.
Solution
8 modules designed from scratch: welcome screens (first loan and renewal), dynamic document checklist with statuses, payment day selection, proof of address with OCR, CLABE with entity validation, geolocation, video proofs, and support elements (banners, modals, video-story guides).
Learnings
- The Phygital flow starts before the app: Customers arrive at the kiosk without knowing they will need the app. The design had to compensate for an inconsistent in-person briefing across kiosks.
- OCR doesn't replace the user: Automatic extraction from the proof of address frequently failed. Keeping the form editable after OCR was critical to avoid drop-offs.
- Help videos must be optional: Forcing them would lengthen the flow for users with good digital literacy. The option to skip them kept the experience agile without sacrificing support.
- The checklist as a progress anchor: Showing completed progress (not just what's missing) was key to customer motivation in a 4–7 step flow.