Transforming developer-dependent workflows into self-service experiences

OVERVIEW

As one of the oldest and largest financial institutions in Brazil, Banco do Brasil plays a major role in the country’s economy, serving millions of customers and supporting everything from everyday banking operations to large-scale financial and agricultural initiatives across the country.

Being part of a company with that level of scale and responsibility meant working in highly complex environments, where even internal systems directly impacted the efficiency of teams operating nationwide. Working at Banco do Brasil was one of the most transformative experiences in my journey as a UX Designer.

I joined the company during an important digital transformation movement, focused on modernizing legacy systems and improving internal experiences used daily by employees across multiple areas of the bank.

MY ROLE

My work was centered on migrating old workflows and functionalities into new experiences aligned with the bank’s design system. Most of these systems had been used for years, which meant balancing usability improvements with technical constraints, business rules, and tight delivery timelines.

One of the biggest challenges of working in this environment was that many teams had never worked closely with UX before. Because of that, part of the UX team role was not only designing better experiences, but also helping teams understand the value of research, discovery, and user-centered decisions throughout the process.

I collaborated closely with product, tech, business, operations teams and others designers during all stages of the projects, from discovery and interviews to prototyping, documentation, accessibility handoff, and validation.

RESULTS

One of the most impactful projects I worked on involved transforming a developer-side operational process into an internal platform experience that employees could use independently. Before that, every registration and update request depended entirely on the development team, often taking up to 10 days to be completed depending on demand.

By transforming a highly operational and technical workflow into a clearer and more intuitive experience, employees were able to complete the same process in less than 15 minutes, significantly improving operational efficiency and reducing dependency on development teams.

During my time at the bank, I contributed to more than 20 projects delivered across different internal areas, always balancing user needs, business goals, technical limitations, and delivery speed in highly dynamic environments.

Looking back, this experience taught me that UX goes far beyond interfaces. It’s about simplifying complexity, improving collaboration between teams, and creating solutions that generate real operational impact for both businesses and users