Energisa, one of the largest energy companies in Brazil, saw an opportunity to enter the financial market by creating a new digital bank for low-income people that live in the countryside.
Our main insight into our final user experience was that the internet for these people was synonymous with WhatsApp and Facebook. To them, most of the digital interactions happen inside those two apps.
What if our digital bank talked to the users as if they were in a conversation on WhatsApp?
This led to our main core user experience, where all the interactions would happen as if the bank is having a friendly chat with you. You just need to say what you want to do ("I want to... transfer money / pay a bill / recharge my phone / etc") and the bank would send a question back asking for the next information it needs ("To whom? / What is the amount? / When do you want to do this transaction?").
