Coopcerto App

Context

Coopcerto is a prepaid benefits card used by companies to offer employee benefits.
The product operates in a highly regulated financial environment and serves both business clients and end users.

When I joined, the app available in the stores:

• Was visually outdated

• Had inconsistent UX patterns

• Was not componentized

• Had low user ratings and frequent complaints

At the same time, the product was preparing for:

• The introduction of a new card network

• Design system updates

• Ongoing audits and regulatory reviews

  
  

Problem

From both user feedback and internal analysis, the main issues were:

• Low app store rating (~2.8)

• Fragmented experience and confusing flows

• High number of usability-related support tickets

• Missing core features (location, clearer statements, notifications)

• No scalable design foundation for future growth

My Role

I was the only Product Designer on the project, working with a cross-functional squad:

• 2 Front-end Engineers

• 2 Back-end Engineers

• 1 QA

• 1 Product Owner

I owned the process end to end:

• Discovery and analysis

• UX and UI design

• Prototyping and validation

• Stakeholder alignment

• Analytics tagging (Firebase)

• Design handoff and documentation
  
  

Process

Discovery & Research

Because of regulatory constraints, discovery relied heavily on:

• Reviewing extensive internal documentation

• Understanding compliance and audit requirements

• Stakeholder interviews across teams

In parallel, I conducted a deep competitive benchmark of benefits card apps to identify:

• Industry UX patterns

• Security and authentication standards

• Best practices for card management and statements

• Location-based discovery features

I also participated in the early stages of research related to the onboarding of a new card network.

Collaboration & Validation

• Frequent design reviews with stakeholders

• Close daily collaboration with engineering

• Multiple internal feedback loops

• Usability testing after high-fidelity delivery

Solution

• Full redesign using Coopcerto’s Design System (Acland)

• Scalable and standardized flows and components

• Navigable high-fidelity prototype

• Analytics events mapped for Firebase

• Updated institutional website

Key features

• Nearby establishments map with filters

• Redesigned authentication flow

• Card details, statements, and transaction history

• Balance and payment issue notifications

• Integration of Sicoob’s virtual assistant

Results & Impact

Due to the B2B2C nature of the product, traditional conversion metrics were not the primary success signal.
Instead, user perception and feedback were the strongest indicators:

• App rating increased from ~2.8 to 4.5+

• Large increase in total reviews, with a strong concentration of 5★ ratings

• Clear drop in negative reviews and complaints

• Reduction in usability-related support tickets

• Improved task completion across core flows

These results reflect a significant improvement in usability, trust, and perceived product quality.