About

Santander Prospera operates the largest microcredit program in Brazil. As a strategic designer, I helped redesign methods, journeys, and tools that transformed the experience of vulnerable entrepreneurs nationwide — work later showcased at a UN-related event for its social relevance.

Understanding the Challenge

Prospera supports entrepreneurs living in economic vulnerability, many unfamiliar with financial processes. Through on-site immersion and shadowing field agents, we identified real barriers around communication, trust, and financial guidance — key factors for inclusive microcredit.

Designing a Human-Centered Experience

We rebuilt the entire journey — onboarding, field visits, follow-up, and renegotiation. With simplified flows, visual guides, and prototypes, we created more accessible interactions and standardized field operations. The service evolved from transactional to relational, rooted in empathy and financial education.

Scaling Social Impact Through Strategy

We developed training, support materials, and metrics that enabled Prospera to scale with consistency and quality. This positioned Prospera as a benchmark in social impact, operational efficiency, and human-centered transformation across Latin America.

A new way of working