Bradesco Insurance
INDUSTRY:
Insurance / AI & Automation
COMPANY:
Bradesco Insurance (Bradesco)
ROLE:
Product Designer (UX Research, UI, Strategy, Prototyping)
summary.
Bradesco Seguros is the insurance arm of Banco Bradesco, offering services across Auto, Life, Health, Dental, Residential, Pension, and Capitalization segments. I joined the BIA (Bradesco Inteligência Artificial) team to improve the experience of brokers using the chatbot for reporting and managing claims.
challenge.
Enhance usability for brokers interacting with the chatbot, especially during the high-stress context of claim reporting
Understand internal process limitations and pain points in real usage
Streamline the AI-triggered conversation flows while maintaining clarity and precision
Reduce friction and number of steps required to complete an interaction
goal.
Make the claims process faster, clearer, and more intuitive for brokers
Reduce interaction complexity and number of clicks
Align chatbot tone, logic, and flow with real user expectations and behaviors
Ensure chatbot scalability for future AI inputs
solution.
I led the entire end-to-end process:
Conducted internal research to understand the existing flow and technical limitations
Scripted and conducted remote interviews with brokers to uncover key pain points
Transcribed and organized findings using a Kanban system
Created personas to represent user profiles and needs
Designed two versions of the flowchart:
A simplified version for stakeholder understanding
A detailed version including AI logic and speech recognition triggers
Applied Design Thinking methodologies to ideate and test usability improvements
Wrote initial conversational content before handing it off for UX Writing refinement
Created high-fidelity prototypes reflecting the validated flows
result.
Reduced steps and complexity in the claims process
Improved clarity and fluidity of chatbot interactions
Validated flows aligned with AI logic and improved broker satisfaction
Delivered scalable UX documentation for future chatbot iterations
💡 What I Learned
Designing conversational interfaces for complex processes like insurance claims demands deep empathy and structured logic. Understanding both user pain points and technical constraints was key to bridging the gap between AI behavior and human needs. Being in charge of every stage — from research to prototype — gave me a full picture of how thoughtful UX can elevate automation without sacrificing clarity.
