SUCCESS CASE

BB Seguros:
Digital acceleration
and evolution of
journeys on the
mobile channel

We supported BB Seguros' digital evolution in the Banco do Brasil app. With agile methodology and a focus on UX, we delivered over 200 improvements and 4 new digital contracting journeys, increasing engagement and the sale of insurance products.

UX/UI Design
Mobile
Engineering

Results

improvements and features delivered in the app
+ 0
new contracting journeys developed (Residential, Life, Protected Credit and Auto)
+ 0
growth in maturity level and pace of digital deliveries
+ 0 %

Significant increase in business volume and customer retention in after-sales

Overview

BB Seguros faced the challenge of enhancing the user experience in its mobile ecosystem within the Banco do Brasil app. The operation needed to optimize existing journeys and create new digital insurance products for millions of active users seeking to protect their assets and plan for the future, requiring high scalability and a customer-focused approach.

The challenges

Complex contracting processes and friction in the insurance purchase journey within the app.
Limited capacity for digital deliveries (less than 30% of demands were absorbed under the previous model).
Difficulty balancing sales expansion goals with post-sales engagement.
Need for standardization in the user experience to integrate affiliated companies within the same channel.

Journey
and solutions

We established an integrated work model, acting as a strategic and agile consultancy. We mapped usability bottlenecks using data to remove unnecessary steps from the sales funnel. Over 15 months of working together, we restructured complete journeys and expanded the team’s work to affiliated brands such as Brasilseg, Brasilcap, Brasilprev, and Ciclic.

What did we deliver?

Development and launch of 4 new 100% digital purchasing journeys in the app.
Execution of more than 200 continuous and evolutionary UX and engineering improvements on the mobile channel.
Complete revitalization of the purchasing experiences for Seguro Auto and BB Proteção.
Optimization of the conversion funnel by eliminating bureaucratic steps and registration friction.

One of the most interesting things about our partnership with ília is that I can't say exactly when we stopped being a professional relationship and it became an integral one, a partnership, one of trust. Knowing that those people were by my side to deliver, in a complete way, what we needed to deliver.

Theo Emerson

UX Lead at BB Seguros

More success stories

Brasilprev: Salesforce Optimization and Integration for Customer Service Transformation

We optimized Brasilprev's Salesforce ecosystem, implementing Service Cloud and Sales Cloud integrated with Marketing Cloud and Blip. The solution reduced complaints by 57%, accelerated customer service by 5x, and generated a 32% drop in pension plan withdrawals.

Marketing Cloud: Automation and data intelligence for digital campaigns at scale

We structured a solution with Salesforce Marketing Cloud for an automotive giant, integrating data extraction and dynamic production. The automation reduced campaign time-to-market from weeks to 24 hours and delivered complete visibility of the customer journey.

Brasilprev + Agentforce: Generative AI in Customer Service

We implemented Salesforce Agentforce for Brasilprev, revolutionizing consultant support with generative AI. The solution reduced response time to 5s with 80% accuracy, generating R$ 487k in projected ROI over 12 months in a single application.

CASSI + Salesforce Health Cloud: digital transformation in healthcare services

Ília unified CASSI's relationship management and care by integrating multiple Salesforce clouds. The solution centralized clinical and operational data, ensuring a 360° view of the patient, 90% effectiveness in care services, and a 21% increase in lead conversion.