challenge
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.
problemas
Individual issuance per invoice (average of 2 minutes each).
Understanding
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.
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:
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:
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
Individual issuance per invoice (average of 2 minutes each).
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."
impacts and gains
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.
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