My Experience Designing for Over 11 Million People

My time at Banco Inter wasn’t as long as I’d have liked, but it was as intense as I had always dreamed. Between August 2021 and December 2022, I had the opportunity to experience one of the greatest learning leaps in my career: working with UX Design at Banco Inter, one of the largest digital platforms in Brazil, directly impacting the experience of millions of users. There, I was part of the UX Design Ops team, where I worked mainly as UX Metrics & Research with a strong focus on making our designs guided by data (Data-Driven Design).
Working with digital products for millions of users means dealing with a paradox: the more people you serve, the more invisible individual behavior becomes. And at the same time, the more essential it is to understand every detail of that journey.

But what does it mean to design based on real data for such a large audience?

How do you turn clicks, abandonment rates, and flow behavior into smart design decisions that improve people’s lives?

That was exactly the challenge I faced during my journey with the Design Ops team, specifically on the experience metrics front. In this article, I share how we helped designers and PMs make strategic decisions with real data, the evolution of the UX Metrics & Research team at the bank, and how we structured dashboards and diagnostics that became a reference for the rest of the company.