A application for managing and consulting contracts for a electricity and gas.
Role
Industry
Tools
01. Overview
Mundo Galp is a web and mobile application for managing electricity and gas. It is a great product, but a quick usability test revealed that users were facing some challenges when using the mobile app. One of my main responsibilities at Galp was to redesign the user experience of the Mundo Galp mobile and web applications.
By combining my UX expertise with strategic collaboration alongside stakeholders, I was able to achieve meaningful improvements, including:
Reduction of clicks for recurring tasks
Increased engagement with coupons and offers
Positive feedback in usability tests with real users
A more modern, responsive, and intuitive interface
As this is a large-scale project, we released the new designs in phases. Below, I will detail one of the project phases.
02. Challenge
A heuristic analysis combined with data from Google Analytics and app store reviews revealed consistent patterns of user frustration.
The main issues identified included:
Difficulty in finding and using the menu
Non-intuitive and scattered navigation
Confusing access to coupons and the Galp+ card
Dashboard with low personalization and relevance
Accessibility barriers, such as low contrast
Lack of clarity in linking loyalty cards
These challenges were negatively impacting the overall user experience, leading to an increase in support calls, low adoption of key features, and a general sense of frustration among users.
03. Process
The process was divided into six stages:
Review of previous research and integration of existing insights
Quantitative data analysis via Google Analytics
Collection of spontaneous feedback from Apple and Google app stores
Interviews and usability testing with real users
Mapping and prioritization of issues with the Product Owner
Iterative prototyping and validation testing
This collaborative, data-driven process allowed us to balance user needs with the strategic business objectives.
Now, let’s dive deeper into each stage of the process.
04. Research
User interview & Usability Test
I started the process to conducted 10 user interviews and usability tests with people who regularly use the application for different purposes, such as checking readings, making contract adjustments, and redeeming discount coupons at Galp’s partner stores.
The main objectives of this process were:
To understand users’ overall perception of the experience;
To identify opportunities for improving existing functionalities;
To map new features for the backlog.
In addition to the insights gathered from the interviews, I analyzed feedback from Google Analytics and app store reviews. In collaboration with the Product Owner, we defined the key tasks to be tested during the usability evaluation.
05. Synthetyze
Afinity Map
I synthesized my findings under 3 categories based on the main functions of Mundo Galp (Navigation, Frustration, Opportunities). The findings from my research were then organized on an affinity map to better understand their relationship to each other and to determine priorities moving forward.
Based on the study, in this phase, here are the 5 issues the Product Owner and I decided to focus on:
Difficulty navigating the menu
Difficulty finding the fuel station filter
Irrelevant and poorly customize dashboard
Unintuitive and slow access to the Galp+ Card
Accessibility issues, particularly regarding visual contrast
06. Ideate
Lo-fi Sketchs / Wireframes
After reviewing the UI sketches, I translated finalised ideas into Lo-Fi wireframes, and built clickable prototype for validation testing.
One of the biggest challenges I had was completely redesigning the main menu and homepage of the application. The company’s CEO was looking for something innovative and different from the conventional approach to navigation and home screens.
However, usability testing revealed that 5 out of 10 users struggled to understand how to use the existing menu and locate essential information.
After several discussions, we reached a strategic decision: rather than applying innovation to the menu, a critical component for user orientation, we would introduce creative and innovative elements in other parts of the application. This allowed us to maintain a familiar and intuitive navigation experience while still meeting the company’s goal of bringing originality to the product.
Hi-fi Prototype
After validating our Lo-Fi prototype and making a few iterations, we moved into Hi-Fi phase. Below are the screen comparison showing before and after.
07. Solution & Results
The redesign of the homepage and navigation brought tangible improvements to the user experience:
A personalized, relevant dashboard with key information such as balance, benefits, and user status.
A customizable dashboard that allows users to configure specific sections with widgets.
New visual hierarchy and clearer iconography, making the app’s functions easier to understand at a glance.
Inclusion of dynamic offers and benefits, increasing user engagement.
Bottom navigation with direct access to the most frequently used areas: Home, Map, House, and Store.
A lighter visual design with more spacing and contrast, following best practices for mobile accessibility.
Direct Impacts of the Redesign:
+70% increase in the discovery and usage of features like coupons, readings, and the Galp+ card.
Significantly reduced average navigation time to complete key tasks (ex. fewer clicks to access invoices or check benefits balance).
Increased clarity and orientation, thanks to the new bottom navigation bar.
Decrease in reported frustrations in app store reviews (post-launch qualitative validation).
Improved contrast and accessibility in line with inclusive design best practices.
