I led the design of a debt recovery experience at C6 Bank aimed at re-engaging delinquent users and increasing revenue recovery through a more human-centered approach. The core challenge was behavioral and systemic: users in debt were abandoning the app, making renegotiation options effectively invisible. Despite having flexible offers such as discounts and installment plans, low financial literacy combined with poor communication design resulted in low engagement and heavy reliance on manual collections.

As Product Design Lead, I defined the end-to-end experience strategy, working closely with collections, risk, and business stakeholders. Through user research and journey mapping, we identified that the problem was not the lack of financial solutions, but how they were communicated. I led the creation of a progressive communication system integrated into the product, designed to reduce emotional friction and guide users toward action. This included restructuring the renegotiation journey, improving information clarity, and introducing contextual entry points across the app to increase visibility and accessibility.

The redesigned experience drove significant product and business impact. We increased the return rate of delinquent users by 32% and reduced the time to access renegotiation by 18%, while enabling 27% more agreements without human intervention. Overall, the solution contributed to the recovery of approximately R$80M in debt. This project demonstrated how strategic design can influence user behavior at scale, transforming a negative financial moment into an opportunity for engagement, education, and measurable business results.