I n v e s t o r
P o r t a l
monitoring tool to provide visibility and key information into operations empowering investors to make informed decisions.
Project overview
Discovery & Diagnosis - understanding the problem
Analysis of support tickets and portal usage, combined with interviews with investors and analysts, revealed that the portal offered very limited information. This forced investors to rely on analysts and delayed decision-making.
Objective
Increase transparency and visibility of Virgo's operations with real-time access to important information and financial updates.
Expected Outcomes
- Reduce the volume of support tickets/complaints by at least 30%
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-Improve satisfaction survey results
KPIs
-Number of support tickets (before and after) to identify pain points
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-Number of registrations to track user adoption and engagement
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-Number of accesses per month to measure ongoing user engagement
Design
New features allowing investors to track and compare operations highlighting key details.
Post-implementation results
Number of support tickets
Number of registrations
Number of accesses/
month in non-logged area
Number of accesses/
month in logged area
-36%
+22%
+13%
+39%
Stakeholder's feedbacks
Senior Banker
from major brazilian bank
"The portal has improved a lot! The new modules and updated account statements are great. I use it frequently - congratulations on the excellent work! "
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Executive Director
from RM B2B
" The new receivables wallet feature is amazing. Tracking has become so easy! "
Partner
AF Financial Services
​" It had been a while since I last accessed the investor's platform, and I was really impressed by how much the information has improved. Great job to the team! "