Experimento | User Journey

Experimento: User journey mapping for application improvement.

With over 58 years of experience in Brazil, Experimento is the only exchange company voted 5 times Best Latin American Agency by the Star Awards. Focused on international education for Brazilians, the company offers complete solutions in cultural exchange for all ages and moments of life.

Experimento is a business unit of CVC Corp, Latin America’s largest travel group, operating in Brazil and Argentina with leading brands specialized in leisure travel, B2B and Exchange.

Challenge

The franchise’s parent company had launched a new application, which had low download and engagement rates.

The IT department understood that it could be a design issue, but we suggested a user journey mapping project to understand the context of the application during the journey.

Process

We started the project with an immersion in Experimento’s business with a round of interviews with stakeholders.

After the interviews, we did an initial study of the application and a benchmarking of its competitors.

After this study, we applied interviews with 15 customers from several states in Brazil who had just returned from their exchange trips.

In the final phase of the project, we documented the current user journey and co-created the ideal journey with the Experimento team, taking into account both technology and business issues.

Results

  • Understanding that the focus of the application should be on offering services, as opposed to what was being offered (social networks and gamification);
  • Report with insights to improve the application and also Experimento’s customer service;
  • After the suggested updates, the download rate and the usage time of the app increased.
The results of the project were very interesting. Tuia's delivery was well detailed, well mapped and exceeded our expectations.
case-depoimento-experimento
Julio Cesar Aragão
Technology Manager | Experimento

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