Improving Debt Negotiation Decisions

The Problem

Debt negotiation is, by nature, a sensitive journey — it involves distrust, financial pressure, and low clarity for the user. At Serasa Limpa Nome, this complexity was amplified by a fragmented experience, with information overload and little transparency about the offers. The result was a high-friction journey with low trust and abandonment throughout the process. The challenge was not just redesigning interfaces — it was making debt negotiation understandable, trustworthy, and actionable for millions of users.

The Approach

We restructured the end-to-end experience, starting from a deep review of user journeys and the main friction points in decision-making. We simplified the presentation of offers, bringing more clarity around amounts, conditions, and consequences. More than improving the interface, the focus was on reducing cognitive load and increasing the user's sense of control throughout the journey. In partnership with product and engineering teams, we ensured the solutions were scalable and consistent across different negotiation flows.