How the Mundo Galp Redesign Reduced Complaints and Boosted Adoption
Role
Industry
Tools
01. Overview
Galp is a Portuguese multinational energy company. The company operates on four continents and is a key player in the energy market of the Iberian Peninsula.
The Product
The Mundo Galp app is a tool for Galp customers that allows them to accumulate balance in the "Galp Wallet". It supports 400k of users monthly helping to find service stations and electric charging points, manage energy contracts, track consumption and for electric vehicles, it enables charging and payment directly in the app. Accessible via both its website and mobile apps (iOS, Android).
Background
The users frequently complained about confusing navigation and difficulty finding key features. These issues caused frustration, high support calls, increase engagement and low adoption. During this time, I was leading the UX design to identifying areas of user frustration and implementing solutions to enhance engagement and app usage.
My role and Team
I was the sole UX Designer driving end-to-end research, problem definition, and solution design. Collaborating closely with Product Owner, UI Designer, Development squad (3 Backend + 2 Frontend), QA specialists, and stakeholders.
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
The application had serious usability problems and low user satisfaction. Many users reported slow performance, difficulties with navigation and with executing key services, among other issues. These pain points created constant frustration, leading to an increase in support calls, negative reviews and a drop in engagement. Our challenge was to research deeply the user journey to identify where the experience was breaking, and then define strategic improvements to increase user satisfaction, engagement and brand trust.
03. Discovery
The existing version of Mundo Galp had been implemented based on innovative concepts developed by an external consultancy. However, these mockups were created without any usability testing and with little consideration for technical or product limitations within the project scope.
I dedicated a significant part of the roadmap to discovery, focusing on uncovering the main pain points experienced by both users and stakeholders when interacting with the current application.
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
07. Results & Impact
Introduced new menu system and homepage improvements, leading to a 35% increase in platform adoption.
70% boost in feature discoverability (coupons, homepage button).
Significantly reduced average navigation time to complete key tasks (ex. fewer clicks to access invoices or check benefits balance).
New visual hierarchy and clearer iconography, making the app’s functions easier to understand at a glance.
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
