Meus boletos DDA

Discovery and context The project began with a kickoff focused on understanding the daily reality of Itaú EMPS customers. Qualitative interviews revealed that most users are entrepreneurs who personally handle payments, organization, and financial control for their businesses. Research identified several recurring behaviors: Customers manage a very high volume of boletos, with some paying up to 80 bills per month; Payments follow a weekly operational rhythm, typically concentrated on Mondays, when users review upcoming bills, schedule payments, and organize proof of payment; Many customers rely on a physical management system, using folders organized by month and storing printed boletos alongside receipts — effectively maintaining an offline version of a DDA. In parallel, desk research was conducted using Itaú’s internal research platform. Existing DDA experiences in Itaú Empresas and Itaú PF (CPF) were analyzed as references, since these products were already live and exposed real customer behavior, pain points, and limitations. Key recurring frustrations observed in these products included: Limited support for bulk payment workflows; Unrecognized bills appearing in DDA; Low trust in certain boleto types, especially proposal bills. These findings informed the core challenge for Itaú EMPS: How to transition customers from a physical, manual bill management process to a digital DDA experience that feels trustworthy, efficient, and aligned with real operational routines.