SHELL BOX - APP

The App

Shell Box is a digital wallet and loyalty app that allows you to refuel with discounts and save money. Drivers can apply coupons, pay for fuel from the app, without leaving the car, and accumulate points that can be redeemed for discounts and other benefits.

The Challenge

The goal was to develop a fluid payment experience that could deliver the same efficiency that the users have while paying for their fuel at Shell gas stations. I also had to consider that payments via cell phone for purchases onsite were not very common in Brazil.

The Objectives

The main objectives were to create a new and fluid Shell digital experience that establishes a direct communication channel with customers and make it easier to pay while boosting customer loyalty, increasing frequency, and decreasing supply time at Shell gas stations.

My Design Process

The discovery and deliverables were made by following my own design process, which is based on the best practices and principles of research, validation, and interface creation.

Discovery
I started by understanding the main problem our possible solution should solve and also learned more about the users and how they behave in this context. I also gathered and documented how competitors and other players behave in similar scenarios. It was very important to have this information at the beginning of the process, before considering potential solutions.

Solution Hipotesis
After analyzing the problem and scenarios, and having a better understanding of the user's behavior, I got insights from it and started to conceptualize the solution, focusing on the goal of creating the best experience possible via user journeys, flows, wireframes, and constant validation with real users. After that, I started to design and prototype the high-fidelity interface, considering design principles, user interactions, and Shell's design system.

Performance Validation & Follow up
After the handoff and deployment, I kept following the metrics to observe and understand the product's performance and results. Thus, analyzing metrics such as length of stay in the app, user's daily and monthly frequency, total points earned over time, successful purchases, error logs, and difficulties at checkout time.

Understanding the data and users' behavior were very important to define the product's success and uncover ideas for improvements.

SHELL BOX - GAS STATION MANAGER

The Platform

I also created, with my team, the platform for Gas Station Management, to offer Shell's gas station owners a better way to control their spending and profits.

To better understand the needs and pains of the gas station owners, we deep dived into their universe. The research process most important phase was shadowing at gas stations to observe the daily lives of owners and attendants, talk about their needs, and test hypotheses in real time.

Main Features

Campaign creator
The sellers are able to create predefined campaigns (changing only values and dates) that are launched in the Shell Box app. It is also possible to them to edit, pause, manage the campaigns, and also visualize important data and info about costs, reach, profit, engagement metrics, etc. The campaign manager is important to make customers more engaged with benefits and discount offers.

Transactions tracking
We identified the sellers' need to have a better way to control the gas station finances, so we created a transactions tracker, which allows them to visualize and manage in a single dashboard all transactions performed at gas stations via the Shell Box app. Users are also able to see offline transactions, showing customers' purchases, taxes, and discounts, among other information.