UX Researcher with a Psychology background and 3+ years of experience figuring out how to make digital products work better for the people using them.
Interbank app · Home redesign
Mixed-methods research to align the Home redesign with users' priorities and usage patterns.
Reached production700+ survey responses6 weeks
Interbank app · Alcancía workshops
Two workshops with 12 customers to understand why people use Alcancía in different ways, and what that means for the product's next stage.
Approved for development12 customers4 weeks
My research philosophy
Assume less. Ask better questions.
About
I'm a UX Researcher with a Psychology background, a soft spot for asking one more question, and 3+ years of experience in digital banking helping product teams make sense of user behavior, challenge assumptions, and turn research into better product decisions.
First, I wanted to understand people. Turns out, I still do.
Listening, observing, and accepting when reality contradicts your hypothesis.
Researching products that are part of everyday life.
Somewhere between what people say, what they do, and product data, things start making sense.
Not replace the thinking.
New places, new perspectives, more to discover.
The moment it clicked
In digital banking, a decision that seems obvious to a product team may not make the same sense to the person using the app.
A name can raise doubts. A feature designed to make a task easier can go unnoticed.
What happens in a person's mind when they interact with a product?
People interpret what they see, build expectations, and act on what they understand. And that interpretation doesn't always match what we designed.
At Interbank, I researched experiences around payments, savings, navigation, and digital sales, exploring how people understood interfaces, what they expected from them, and what influenced their behavior.
Discovering everything that happens behind an interaction is what connected me with UX Research: the chance to look beyond the obvious and question our own assumptions.
I'm interested in understanding how people make sense of what we design and how that knowledge can help us make better product decisions.
How I got here
Valencia · Spain
Interbank · Peru
2023–2026
UX Research · Product discovery · Usability
Ux Researcher
Bachelor's degree · 2017–2022
Small details
Assume less. Ask better questions.
Numbers tell you what. People help you understand why.
Connecting the dots without pretending they're always connected.
Users aren't wrong for not understanding your interface.
Building a life in Spain, one administrative appointment at a time.
Turns out, understanding people is a lifelong project.
Outside work, I like discovering new things, getting excited about ideas, and occasionally getting a little too invested in whatever has caught my attention lately.
Currently figuring out life in Spain, one new experience at a time. Still curious, still learning, and still asking questions — apparently, that's not just a work thing.
TL;DR
Interbank, a leading bank in Peru with 5M+ customers and 3M+ app users, wanted its app to become the main channel for everyday banking, ahead of other mobile banking apps. Usage data and primacy studies showed it wasn't users' first choice for payments and frequent operations. Together with another researcher, I planned and ran an iterative mixed-methods study to understand what people needed to find when they open the app, and how to reorganize the Home so everyday operations are easy to reach without making it harder to discover banking products. The redesigned Home reached production.
Key indicators: Transactionality + Discovery + Engagement + Conversion
Solution · Key findings
People value quick access to their operations from the first view, in an order based on how often they use them.
First three on the Home
Finding their accounts in a second view contributed to a sense of security, especially in public spaces.
Adding an onboarding improved success and reduced the time needed to find products.
Needing to check their balance before operating helps people decide which operations to perform and for how much. Seeing it from the first screen of the flow lets them continue with confidence.
The insights from this research directly shaped the product roadmap, leading to:
Problem
Usage data and primacy studies showed that Interbank's app wasn't the first option for its users to make payments and other frequent operations.
The Home at the time didn't prioritize users' main actions, such as payments and frequent operations.
Understand what people needed to find when they enter the app, and how to reorganize the Home to ease access to usual operations without making it harder to discover banking products.
Home, navigation and product discovery.
Research applied to design decisions for a Home that reached production.
Research
I combined quantitative and qualitative methods, with an iterative analysis process that produced preliminary findings for quick design decisions.
Benchmark of banking and payment apps to find opportunities to improve access to everyday operations.
→ Decision: initial criteria for a Home oriented to everyday operations.
Qualtrics · 729 responses. What users do most in the app and what they expect on the Home.
→ Decision: focus proposals on giving operations the leading role.
Frequency of use of each operation, to decide which ones deserve direct shortcuts.
→ Decision: priority and order of the Home shortcuts.
The design team explored different navigation structures based on the research so far.
→ Decision: two proposals to test, tabs and nav bar.
Customers in bank branches explored both proposals to find comprehension problems and preferences.
→ Decision: the winning proposal was chosen.
Usability + interviews · 15 participants. Clarity, usefulness, ease of use and frictions of the new Home.
→ Decision: tabs confirmed, with adjustments to onboarding and balance visibility.
Findings translated into a clearer proposal: refined onboarding and balance visible before operating.
→ Decision: what still needed validation before production.
Onboarding vs. no onboarding, to see if users could find the products tab.
→ Decision: onboarding prioritized for the first release.
01 · Exploration and benchmark
Objective: identify opportunities to improve access to everyday operations and the organization of the Home.
Method: benchmark of banking and payment apps, including GoPay, Nubank, BBVA, N26 and Revolut.
What we explored
Contribution: the benchmark helped identify relevant design patterns and set initial criteria to explore a Home more oriented to everyday operations.
02 · Quantitative research: user priorities
Objective: understand what customers did most often in the app and what they expected to find on the Home.
Method: quantitative survey built in Qualtrics and distributed in-app to active users of the banking app. Sample: 729 responses.
What I investigated
729 respondents
706 respondents
Main results
Contribution: the results supported the need to give everyday operations more visibility and provided a quantitative basis to guide the content hierarchy.
03 · Usage metrics: prioritizing operations
Objective: define which operations needed more visibility and in what order to present them on the Home.
Method: review of usage metrics for the app's operations.
What I analyzed
Contribution: usage metrics complemented the survey results and served as criteria to prioritize and order the shortcuts in the first design proposals.
04 · First design proposals: hierarchy and navigation
The design team developed initial proposals based on what the research had shown, with different navigation structures to evaluate which one made it easier to reach everyday operations and to discover products.
05 · Qualitative exploration: guerrilla testing
Objective: contrast the first proposals with users and identify comprehension problems and opportunities for improvement.
Method: guerrilla tests with customers present in a bank branch.
What I explored
2 of 3 customers preferred Tabs
Contribution: it made it possible to contrast both proposals and identify the one that was clearer and preferred by users, providing evidence for the next design iteration.
06 · Moderated qualitative evaluation
Main objective: evaluate the understanding, perception and ease of use of the new Home proposal, identifying frictions and opportunities to improve its structure and features.
Method: moderated sessions over Zoom, combining exploration tasks and interface evaluation with interviews.
Sample: 15 participants, including single-product users, multi-product users and merchants.
What I investigated
Main results
Contribution: the findings helped consolidate the hierarchy between operations and products, support the tabs navigation structure and refine the selected proposal. They also guided improvements to the onboarding and to balance visibility.
Design iteration
07 · Design iteration
Objective: translate the findings of the first phases into a clearer proposal aligned with users' needs.
Aspects worked on
Contribution: the learnings were built into the proposal's evolution and made it possible to define which aspects needed further validation before going to production.
08 · Unmoderated quantitative validation: Maze
Objective: check whether users could find the products in the second tab of the new Home, and evaluate how much the onboarding contributed to that task in the iterated version.
Method: unmoderated test in Maze, comparing one experience with the onboarding and one without it.
What I evaluated
Participants who saw the onboarding were more successful and needed less time to find the products.
Contribution: prioritizing the onboarding for the first release to production, to make the new navigation and product discovery easier to understand.
My role
I worked with another researcher on planning and running the research, analyzing results and communicating findings to the Digital Product team and the Head of Digital Channels.
Outcome
The redesigned Home reached production.
in-app survey responses
from kick-off to findings
The research helped define a Home that prioritized frequent operations, separated access to operations and products with tabs, and added an onboarding to guide users.
It also helped evaluate which features deserved space on the main screen, considering both the preferences expressed during testing and the behavioral signals available.
The redesigned Home reached production. The research provided evidence to guide decisions on hierarchy, navigation and product discovery.
TL;DR
Alcancía is a feature of the Interbank app that lets customers set money aside from their available balance.
Based on behavioral indicators, two ways of using the feature were identified: setting money aside for monthly or short-term payments, or building savings for the medium and long term.
To understand how the experience could better respond to these needs, I planned and facilitated two workshops with 12 customers across transactional, aspirational, and mixed profiles.
The research revealed that users value the flexibility of the feature, but also express the need to organize their savings by goals and to have mechanisms that help them keep the money set aside.
These findings informed design proposals for flexible savings goals, scheduled savings, and greater control over withdrawals.
I collaborated directly with Product Designers to define solutions and later participated in user evaluations of the proposed concepts and screens.
Key indicators: Engagement · Savings balances · Savings retention · Bank primacy
Solution · Key findings
Finding 1
Transactional users used it to organize money for recurring expenses and payments, and valued being able to withdraw it when it was time to pay. Aspirational users used it to accumulate savings for the medium and long term, and valued that the money stayed set aside.
Design opportunity: support different saving behaviors without assuming that every customer uses Alcancía for the same purpose.
Finding 2
Participants valued deciding how much to put in and when, with no mandatory amounts or dates. But that same ease of withdrawal could make it harder to keep savings for a specific goal.
Design opportunity: explore ways to balance flexibility with greater control over withdrawals.
Finding 3
By keeping money apart from the balance they used every day, and limiting spending to a specific amount, participants described feeling more in control of their expenses. Some also saw it as a way to keep that money protected.
Design opportunity: strengthen the role of Alcancía as a space to organize and protect money according to its intended use.
Balance available for payments and ATM withdrawals
Balance set aside, not available for payments or ATM withdrawals
Finding 4
Aspirational users valued grouping money around personal goals, such as family, education, pets, and travel. Interest was visible and appreciated, but organizing money around a purpose could matter more.
Design opportunity: make it easier to structure savings around individual goals and preferences.
Problem
Alcancía is a feature of the Interbank app that lets customers set aside part of the money in their account and keep it apart from their available balance.
Usage data showed two distinct behaviors:
Although aspirational users were a smaller share, their average balance was 13 times higher than that of the reference group in the internal analysis, which made them a relevant segment for the bank's deposit growth.
How can we adapt the Alcancía experience to the different customer profiles that use it?
Understand how the different user profiles perceived Alcancía and what they expected from it.
Alcancía, saving behaviors, user expectations and product evolution.
Specific objectives
Research
They save and withdraw throughout the month. At the end of the month, their average balance stays below S/ 5,000.
They save and make no withdrawals throughout the month.
They save and withdraw throughout the month, yet they keep a balance as the months go by.
Profiles were defined from usage patterns and balances over a three-month period.
The sessions combined individual reflection, group discussion and prioritization of opportunities.
Group discussion of personal answers and joint prioritization.
Analysis of results
I led the thematic analysis of the sessions, which surfaced patterns around how people organize money, how flexible saving should be, the sense of control and security that comes from keeping money apart, and the differences between those who save for goals and those who manage their month with Alcancía.
Design · From insights to product opportunities
The question stopped being only which features to add. It became how to let people organize money by its purpose and have better control over when they use it.
Let people set money aside when they need to and use it for their payments.
Help money meant for saving stay set apart and be less exposed to impulsive spending.
The opportunity was to offer different levels of organization and control depending on the purpose of the money, without removing the autonomy that made Alcancía useful in the first place.
Other ideas, including bill payments from Alcancía, reminders, shared savings, and financial education, were also explored as customer expectations. They were recorded as expectations to explore, not as confirmed product decisions.
The proposals went through subsequent rounds of user evaluation. I collaborated directly with designers on solution definition and participated in later testing of concepts and screens.
My role
I contributed across the research process, from defining objectives and participant criteria to presenting findings to leadership. Beyond the initial research, I worked directly with Product Designers to translate user evidence into design opportunities and took part in the later evaluations of the proposed solutions.
Outcome
The initiatives were approved in different phases. Implementation depends on prioritization and development capacity.
customers across transactional, aspirational and mixed profiles
plus later evaluations of concepts and screens
The redesigned experience had not yet reached production, so changes in engagement, savings balances, savings retention and bank primacy remain expected outcomes rather than measured impact. The value of this work was to give the team evidence to define and evaluate the direction of the product.