Brasil, México & UE
1864
Drinks and Beer
23,77 bilhões EUR (2023)
85,000+
Challenge
When I joined the Heineken team to work on the Heitool platform, the main issue was the app’s visual identity, which didn’t align with the brand.
To address this, we conducted extensive research and fieldwork to identify which screens needed the most attention and which were generating the most support requests
Results
Post-redesign, user engagement significantly increased with a 25% reduction in task completion time and a 30% decrease in user error rates. User satisfaction ratings improved from 3.2 to 4.6 stars. The streamlined workflows and modern interface resulted in a 20% increase in new subscriptions within the first six months of the launch.
Research Process
Google analytics, Lyssna & hotjar
Research & Analysis: We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights
Information Architecture: Based on the research findings, we restructured the app's navigation and content, prioritizing features and information according to user needs.
Wireframing & Prototyping: We designed low-fidelity wireframes to visualize the new layout and navigation, iteratively refining them based on user feedback. Afterward, we built a high-fidelity, interactive prototype to test the design.
Usability Testing: We conducted usability tests with a diverse group of users to validate the design and identify areas for improvement. Based on the feedback, we made necessary adjustments to the design.
Visual Design & Style Guide: We developed a cohesive visual language, including color schemes, typography, and iconography, ensuring consistency throughout the app. We also created a style guide to maintain design consistency in future updates.
30k+
People Interviewd
80%
Increase on revenue
84%
Increase in time spent on the app.
Ux/Ui - Results
After carefully conducting research and ensuring that users want to, we decided to implement a new features that enhances user experience and addresses their specific needs. This features will not only streamline interactions but also foster greater engagement and satisfaction within our platform.
“Through its updated design and messaging, the app successfully embodies the identity of our evolving customer base, internal culture, and organizational principles ”
Carlos Costa
Product Coordinator
Conclusion
- Features repeated on previous pages
- Better order visualization and description to reduce cancellations (There were a large number of support calls).
- Through research, we were able to conclude that users prefer a new screen.
- We created the delivery forecast functionality (When the trucks will deliver the product). Sellers used WhatsApp groups to communicate. Today, we have the feature inside the application.