I transformed an unreliable and bureaucratic service into a transparent, efficient, and rewarding digital journey. The initiative reduced complaints, cut operational costs by 90%, and directly contributed to the creation of the company’s innovation department.

I designed a more intuitive and engaging discovery experience by considering the distinct behaviors of clients and brokers. This increased active usage of the platform during appointments and boosted conversion rates.

With a focused approach, I restructured the proposal experience to make it clear and secure. This reduced legal support tickets, increased broker autonomy, and paved the way for more complex negotiation evolutions.

I led the journey diagnosis at MRV and proposed changes that enabled the first fully digital property sale in the country. The project uncovered 60+ opportunities and generated over R$ 1 billion in sales through the platform.