Salto
A scalable design styleguide for a fintech operations platform.
Uncovering the Friction
We initiated the project by cross-referencing customer support data, market research, and behavioral patterns. The discovery phase revealed that the application was generating massive friction in basic flows, leading to a high volume of preventable tickets in the call center.
The Support Bottleneck
Critical user journeys—such as tracking claims, obtaining authorizations, and searching the accredited network—were complex and fragmented. Users lacked clarity and speed, which directly overloaded support channels and damaged the brand’s perception of care.
Designing for Efficiency and Care
We redesigned the critical flows using a strict data-driven approach. By introducing smart shortcuts, transparent status tracking, and a streamlined navigation architecture, we drastically cut time-to-task while enhancing the feeling of security and clinical authority.
