MOBILE APP
RESEARCH
Bradesco Bank
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Summary
Bradesco offers two international account products: MYA (My Account) and Bradesco Bank. Despite being distinct, users struggled to understand the difference between them. Many perceived MYA as just a debit card, not a full international account. This confusion led to drop-offs and hesitation during the onboarding journey.
I led UX research and co-designed a new experience focused on increasing clarity, surfacing key benefits earlier, and improving user decision-making — all while working within strict naming and structural constraints.
Research Summary
Users didn’t understand what MYA was or how it differed from Bradesco Bank. Key product benefits were hidden deep in the flow and rarely accessed. The product comparison wasn’t visible or actionable, and the team couldn’t rename or restructure either product.
Methodology
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Approach: Qualitative interviews using a prototype
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Format: Remote (via Teams)
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Period: June 30 to July 11, 2025
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Sample: 10 participants (5 My Account users and 5 users of other international accounts)
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Profile: Frequent travelers (25–65), responsible for financial planning, all with past issues using physical or contactless cards abroad
Key Issues Identified
Card failures (both digital and physical) caused insecurity, stress, and embarrassment.
Users believed the failures came from terminal issues, network problems, country-specific restrictions, or random glitches.
Observed behaviors:
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Reliance on alternative payment methods
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Asking others for help
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Lack of effective support during travel
Recurring problems:
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Digital card failing and requiring physical card
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Contactless not working, forcing chip insertion
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Declined transactions without clear reason
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Preventive card blocks
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Balance temporarily disappearing in the app
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Delayed transfers
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Confusion between debit and credit modes