Active in the local market since 1982, Santander Brasil is the country's third-largest private bank by assets.
Present in all regions, the institution's operations are divided into two main structures: the commercial bank (retail activities) and wholesale (focused on large corporations and capital market operations). Headquartered in São Paulo, the Brazilian operation is part of the Santander Group, of Spanish origin, which is the leading financial conglomerate in the eurozone and has a strong presence in Latin America.
The Brazilian operation is guided by the global purpose "To help people and businesses prosper," in a simple, personal, and fair way. This drives the culture, decision-making process, and behaviors of Santander in Brazil and its companies.
Simplify and streamline the payslip experience for employees.
It may seem very simple and even low-impact in daily operations, but as we studied the client's operational landscape more deeply, we began to understand the improvement potential our mission held.
Santander's Human Resources department had the goal of reducing calls to the internal Call Center. One of the main peak moments occurred on payslip delivery days — employees would contact the center with all kinds of questions. This gave us our first certainty: the final delivery of this document was not clear enough.
Besides being confusing, the bank's payslips were delivered in a completely analog format.
Our initial mission was simply to simplify and make the current process more efficient, but what if, beyond that, we could also find a way to bring this procedure into the digital environment? Our answer: digital transformation!
We focused on user experience and worked in partnership with the squad allocated at the client.
If the analog delivery was poor, simply transferring it to the digital medium wouldn't deliver the results we needed, so our first step was to design an integrated UX and technology solution to improve the usability and comprehension of all information.
We developed an enhanced page for mobile systems, focused on providing access to different systems in a simple and fast way. We opened two major work fronts: the systems architecture and mapping of all services that needed to be integrated, and the experience prototyping, which received adjustments based on user testing.
We listened to the needs, studied the scenarios, and developed a tailored solution that, above all, met the international quality standards of a bank like Santander.
–42% in calls
A 42% reduction in "Talk to HR" calls, exceeding project expectations with high satisfaction from both the client and users.
98,800 visits
The digital payslip platform reached 98,800 visits, proving massive adoption by the bank's employees.
92% mobile
92% of visits were made from mobile devices, validating the solution's mobile-first strategy.