Breno Otávio

Problem

Minha Claro lets control and postpaid customers negotiate overdue bills directly in the site by selecting late invoices and unlocking discounts to clear their debt. The feature worked, but the flow treated every option equally: paying in full sat side by side with eight installment plans. Many customers chose to installment, then dropped the agreement partway through, leaving the debt unresolved.

Solution

We reframed the journey around a single recommended path: paying in full, positioned as the best deal: highest discount, lowest friction, debt cleared in one step and the line back to normal. We collapsed a journey of up to six steps down to three and added a PIX QR code at the final step, so customers ready to pay could close instantly. Shipped fast, it drove a measurable increase in agreements closed in a single payment.

Problem

Claro clube loyalty customers weren't using their smartphone discount benefit. The perk had low visibility in digital channels, and in physical stores the discount was being silently applied to customers' points without any explanation, generating recurring complaints about points "disappearing."

Solution

We redesigned the redemption journey in the app with strategic banners and clear messaging before, during, and after redemption. Phase 1 generated six figures in incremental revenue within weeks, and an exclusive Samsung S25 offer added a further meaningful lift shortly after.

Problem

Customers on Claro combo plans, which often bundled streaming services like Netflix, reported difficulty activating their digital benefits. The service existed, but the activation flow was confusing, leaving paid subscriptions unused.

Solution

We redesigned the discovery, purchase, and activation journey for digital subscriptions, making the process clearer and directly accessible in the app. We also introduced 2FA steps to authenticate users and prevent fraud. The result was a significant increase in both activation of subscriptions already included in plans and new subscription sign-ups, driven by the fact that through our platform, customers got better pricing than what the open market offered.