Back-office

Before the redesign, analysts had to switch between multiple tools. The result? Slow response times, data inconsistencies, and a poor user experience. Our NPS was low, and Quinto Andar wanted to improve this metric. Before: 5+ tools per case, long scrolls, scattered data.

Building a Deep Understanding of the People Behind the Process

I documented the entire research process in Notion to create a company-wide knowledge base, later used by various QuintoAndar teams.
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Research Actions:

• Interviews with analysts and managers to understand key difficulties, workflows, and training gaps.

• Monitoring real support interactions to understand how they work.
• Mapping stakeholders across teams that contributed data to Magic Link.
• Behavioral insights: turnover rates, work environment, evaluation methods, peak hours, and daily challenges.
• Mapping the user journey to visualize each step and each platform involved.
  

This documentation became the primary source of information about support operations, helping teams align priorities and dependencies.

Turning research into shared understanding

To spread awareness, I created a company-wide presentation explaining how Magic Link worked, how data should be fed into it, and how different tools (such as Twilio) integrated with it.

This “Magic Link Hub” became a knowledge portal with:

• Integration guides
• Design critique process documentation
• Shadowing guidelines (live observation of analysts)
• Maintenance and update best practices

From complexity to structured information

Once the research revealed how analysts actually worked, I started restructuring Magic Link information architecture.
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Main actions:


• Mapped primary and secondary entities (e.g., Person, Property, Contract, Rent, Sale → nested entities like Visits, Repairs, Proposals, Invoices).
• Defined relationships between entities for faster access and logical grouping.
• Audited all existing features, deciding which to keep, merge, or remove.
• Organized the Figma workspace by action type (“plugins”) to reduce file load and make collaboration smoother.

Co-creating with analysts

I ran card sorting sessions and usability tests with support analysts to validate the new hierarchy and menu structure.This ensured the redesign reflected their real mental models and daily needs.

Methods used:

• Open & closed card sorting (information grouping)
• Usability testing on the new flow prototypes
• Continuous feedback rounds with analysts

Final Design: Magic Link 2.0

A centralized, modular back-office platform

The new Magic Link 2.0 featured:

• Clear entity hierarchy (e.g., Properties, Contracts, Repairs)
• Simplified navigation and reduced scroll
• Modular components for different actions
• Lighter UI with better readability and fewer distractions