ux strategy • AI driven
Pulso in-app, Cencosud
Capture continuous feedback and transform it into actionable insights that improve the way teams work.
Context
Within a regional internal platform that connects thousands of operational collaborators, we designed a new module focused on listening to the voice of the people who use the tool every day.
The goal was to better understand their experience, gather learnings and strengthen platform adoption from a more human and close perspective.
The images in this project use simulated data to protect internal information and safeguard the organization’s confidentiality.
The journey
I led the experience strategy and module design, articulating the vision together with Product and Technology teams.
My focus was on defining the purpose, designing a simple and clear flow, and ensuring the interaction felt natural within the application ecosystem.
The challenge
Before this initiative, satisfaction surveys were conducted outside the platform, which limited participation and the quality of learnings.
The challenge was to create an integrated mechanism, easy to respond to and representative for different regions and operational contexts.
Process
- Exploration: We identified opportunities and needs together with the internal team, detecting key moments to request experience feedback.
- Design: We created a functional POC, validated in the first implementation country as a pilot, which allowed us to adjust flows and experience before regional deployment.
- Implementation: An MVP was launched in one country, then scaled regionally.
In the pilot, AI tools were incorporated to process open-ended comments and detect patterns in collaborator feedback.
This allowed generating more agile and relevant reports, facilitating decision-making for local and regional teams.
Results
- Participation in satisfaction studies increased significantly.
- A usage perception metric was established integrated within the application.
- The module allowed continuous identification and prioritization of experience improvements.
- AI integration in response analysis transformed scattered data into actionable insights, significantly reducing report consolidation time and improving insight quality.
Learnings
- Integrating feedback within the daily workflow increases participation and trust.
- Data is valuable when it drives conversations and improvements, not just reports.
- Designing for different cultural contexts requires empathy and flexibility.
The development of this digital product was an opportunity to unite design, technology and organizational culture around a single objective: to truly listen to those who use the tool every day.
This project also opened the door to new ways of interpreting people’s voice through AI, integrating technology and empathy to keep improving from the real experience.
The images in this project use simulated data to protect internal information and safeguard the organization’s confidentiality.
More than a technical test, it was a way of listening and learning alongside those who live the experience every day.