BRL 4.5 million
already recovered
How a self-service debt renegotiation platform replaced manual phone negotiations — completing 10,000+ autonomous flows and recovering millions.
Context
CASSI identified the need to create a digital channel to support the debt regularization of active and former participants, reducing dependence on manual negotiations and increasing financial recovery rates.
Before the project, interactions were mostly handled by phone, without standardized processes, resulting in low user autonomy and limited control over negotiation progress.
The financial recovery potential was significant — over BRL 300 million in outstanding debts — but the absence of a digital self-service channel made it nearly impossible to scale collection efforts without proportionally scaling the operational team.
Goal
Create an intuitive, secure, and accessible self-service platform that:
- Allows participants to negotiate debts in a simple and autonomous way.
- Enables the return of users once their debts are settled.
- Provides a standardized and secure experience, without requiring account creation for participants with canceled plans.
- Includes a back-office system to support employees in monitoring negotiations.
Key challenges
Creating a secure authentication flow for participants with canceled plans — who have no active account — without adding friction to the process.
Designing a single experience that served both active participants and former members, while keeping improvements in a single place.
Automating collection and communication processes that previously required active phone contact and manual tracking.
Building two access points — one for participants and one for CASSI employees and partners — within a coherent system.
My role
As Senior Product Designer, I worked on the conception and definition of the digital experience, collaborating with commercial strategy, IT, and participant relationship teams.
- Mapped user flows and journeys, including scenarios with and without plan reactivation.
- Created wireframes to guide the project.
- Designed the interface and high-fidelity prototypes in Figma.
- Defined requirements with business areas and the development team.
- Created dashboards for internal negotiation monitoring.
- Validated the solution with stakeholders and the legal team.
Solution
The CASSI Collection Platform was designed with two main access points.
For participants
- Access through a link sent by email or from an institutional page.
- Identification via contract data and authentication through email or SMS.
- Debt overview and payment method selection (PIX, bank slip, or account debit).
- Negotiation confirmation in under one minute, without active contact.
For employees and partners
- Logged-in area with a management dashboard.
- Real-time negotiation tracking.
- Reports and data exports for internal teams.
Design principles applied
- Linear flow — users complete all steps clearly and without friction.
- Unified flow for all profiles — improvements made in a single place, consistent level of control for both users and CASSI.
- Two-factor authentication — security without traditional login, using contract data as identity proof.
- Full self-service — average completion time of five minutes.
Results
in installment negotiations (until Jan 2025)
already paid through self-service
contracts reactivated with waiting period benefits
negotiations completed through autonomous flows
Beyond the financial recovery, the platform standardized collection processes and significantly reduced operational effort — shifting the team's energy from managing individual phone negotiations to monitoring outcomes at scale.