We turned bureaucracy into efficiency and revolutionized Santander’s payslip management through technology and UX
About Santander
Operating locally since 1982, Santander Brasil is the third-largest private bank in the country by assets. Present across all regions, the institution operates in two major structures: the commercial bank (retail activities) and wholesale (focused on large companies and capital market operations).
Headquartered in São Paulo, the Brazilian operation is an integral part of the Santander Group, a Spanish-based financial conglomerate and the leading financial group in the Eurozone, with a strong presence in Latin America.
Santander Brazil’s operations are inspired by the global purpose, “To help people and businesses prosper”, in a simple, personal, and fair way. This purpose guides Santander’s culture, decision-making process, and behaviors in Brazil and its subsidiaries.
Challenge
To facilitate and simplify employee payslips. It may seem simple and low-impact, but as we delved deeper into the client’s operational landscape, we began to see the potential for improvement our mission held.
Santander’s Human Resources department aimed to reduce calls to the internal Call Center. One of the primary peak times was on payslip delivery days, with employees contacting the center with various questions.
This led us to our first realization: the final delivery of this document was not clear enough.
But what about its format?
In addition to being confusing, the bank’s payslips were delivered in a fully analog format.
Our initial mission was simply to simplify and make the current delivery and understanding process more efficient, but what if we could also bring this process into the digital realm?
Our answer:
digital transformation!
Solution
If the analog delivery was flawed, simply digitizing it would not bring the results we needed. Our first step was to design an integrated UX and technology solution to improve usability and understanding of all information.
We focused on user experience and worked in partnership with our squad assigned to the client to develop an enhanced page for mobile systems, allowing quick and easy access to various systems.
We opened two main workstreams: system architecture and mapping of all services to be integrated, and experience prototyping, which received adjustments based on user testing.
We listened to needs, studied the scenarios, and developed a tailor-made solution that also met the international quality standards of a bank like Santander.
This is 1:1!
And the results came…
Results
The results exceeded expectations, with a high satisfaction rate from the client and users.
42% reduction in “Talk to HR” requests
98,800 accesses
92% of accesses via mobile devices