Ceres — Localiza Reservations Center
- client
- Localiza
- project
- Ceres
- year
- 2020
In partnership with Localiza’s operations, I worked as Product Designer on modernizing and replacing the phone reservations call center. We fully migrated an unsupported legacy application to an agile web platform, eliminating paper notes and the cognitive overload on agents. The new experience cut the training curve from two weeks to just 3 hours, and the first live reservation went into production 5 months after the initial Design Sprint.
The project
Ceres is the internal web platform for operators at Localiza’s phone reservations center. The product replaced a complex, outdated legacy system whose steep learning curve forced agents to rely on handwritten notes for rates, categories, and business rules. The goal was to design an intuitive tool, rolled out progressively, centered on call agility.
My role
- Operational immersion and shadowing: I ran live-floor shadowing sessions to map navigation friction, parallel lookups, and response-time bottlenecks during calls.
- Workshops and rapid ideation: I facilitated Design Sprint and co-creation sessions with agents, supervisors, and the product team to define the architecture of the new solution.
- Legacy-to-web migration: I designed high-fidelity prototypes and simplified web flows, translating complex rental rules into clean interfaces with progressive implementation.
- Alignment and delivery QA (Design QA): I stayed close to the development squad to ensure component fidelity, screen performance, and adherence to the operational pains we had mapped.
- Impact and operational efficiency: A sharp drop in the operators’ learning curve and training time (from 2 weeks of onboarding to about 3 hours), validated at record speed with the first reservation completed in the new system in 5 months.