challenge
The issuance of more than 3,000 invoices for exchanges or returns was done manually by only two people, taking over 100 hours.
During holiday seasons, large franchises faced a critical bottleneck: the issuance of over 3,000 exchange or return invoices was done manually by only two people, taking more than 100 hours. Additionally, the system did not meet the specific needs of the franchisees.
My first alert was: if the technology is not scaling alongside the business, we have a product problem that goes beyond the interface. The pain is not only for the operator: it is for the business, which loses efficiency and margin.
problemas
Individual issuance per invoice (average of 2 minutes each).
Fragmented process misaligned with the real user journey
Recurring rework , especially in states like RJ, where individual issuance per consumer is mandatory.
Understanding
The process was slow because it did not reflect the reality of those operating it.
In 2 weeks, I conducted a discovery process with the franchises, identifying the main pain points and expectations. I actively participated in sessions with the CPs, stakeholders and implementation areas, where I gathered insights that helped map the most relevant friction points.
Extreme slowness of the manual process.
Lack of centralized vision.
Complaints compared to the previous system, as they were in the process of migrating.
It was essential to understand not only what the franchisees did, but how they did it and why they did it that way. The pain was operational, but the cause was product-related. Many adjusted their routines due to the limitations of the tool, a clear sign of misalignment between technology and operation. Each user's workaround told a story about what the system failed to deliver.
Value Proposition and Idea
Based on the identified pain points, I proposed a complete restructuring of the issuance journey focusing on scalability, autonomy, and tax security. The redesign was supported by strategic pillars that guided both the prototyping and technical development:
Multi-selection
Proposal to eliminate repetition and scale a process that was previously linear and exhausting. The idea was to create an experience that allowed the operator to focus more on decisions than on manual executions.
Unique screen
The proposal to centralize everything that was necessary in a single view aimed to reduce visual and operational complexity.
Individual processing
It will enable batch logic, with each note being treated autonomously, preventing cascading failures and reinforcing the reliability of the system, especially in sensitive fiscal contexts like that of RJ.
The proposal here was clear: to deliver efficiency without compromising fiscal security. We brought the technology team in early to design a scalable and resilient strategy that would work for both 30 and 3,000 invoices. I used this moment to advocate for the role of design as a orchestrator between business rules, usability, and technical robustness.
The solution was delivered, with a 1-week pilot with some franchises and the complete rollout following. I worked alongside the development team during the cycles to adjust the behavior of components, microinteractions, and feedback structure on screen for fiscal error situations. The implementation complied with all state fiscal restrictions, with a highlight on the mandatory individualization in RJ.
solution
Issuance of exchange or return invoices in bulk
Results
100%
of satisfaction in the pilot
1200x
faster
3.1x
fewer clicks
60%
fewer steps
Scalability: Safe adoption of the resource even during peak periods, with issuance of up to 3,000 NFes without instability or system overload.
Reduction of dependence on technical support for the activity.
Release of operators for other functions, avoiding overtime and reprocessing.
Less rework and fewer operational errors, especially in cases with legal obligations such as in Rio de Janeiro.
Significant improvement in the franchises' perception of the tool, which reported increased confidence in the GB platform.
Qualitative feedback highlighting how the solution made the routine "easier" and "less stressful."
Data-driven decision making , access to real-time statuses and logs provides valuable information for strategic decision making.
feedbacks
Amanda
@amanda.c
"It brought agility to the execution of the routine. Before, we took weeks to close this volume of invoices. Now, we are delivering before the end of the month."
Jéssica
@jéssica
"It's much more practical. Even for those who aren't in the field, it's very simple to use"
João
@joão.cei
"It's working well. Previously, the invoices were issued with a lot of delays due to the manual process. I believe we will close the month successfully."
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