Real Time Feedback – Designing Alignment Before the Solution

Service Design & User research

Project Overview

Real Time Feedback is still under development. But instead of pausing, service design and UX research activated a cross-team learning process, leveraging existing data (NPS, SAC tickets, field research, journey maps, service blueprints) to uncover key friction patterns and align the digital ecosystem around the main pain of new consultants: the perception of low profit.

Key insights

“Low profit perception” is the top pain across all 6 subsegments of new consultants (1d1 to 6d6), both proactive and non-proactive.
It’s not just about actual money earned — it’s about confusion, lack of guidance, scattered digital tools, and missing follow-up.
Pains like “I didn’t receive my reward”, “I don’t understand the invoice”, or “The app checked out my cart by itself” are symptoms of an unaligned experience.

Although the company had rich feedback sources (NPS, SAC, field interviews, etc.), teams were in a holding pattern, waiting for the RTF system to be launched. This delayed action and missed the opportunity to respond to repeatable structural issues affecting the experience of new consultants from 1d1 to 6d6.

Problem identified

Strategic Outcomes & Impact

What Service design and User research did

Shared insights across all digital squads
Product-level action maps to tackle “low profit” perception with existing tools
Prevented organizational paralysis while showing how we can drive value before rollout
Reframed “supporting new consultants” as an ecosystem challenge, not just a journey fix
Co-designed the RTF approach and connected pain points with actionable solutions, contributing to a 20% reduction in SAC call volume

1. Cross-referenced NPS, field quotes, SAC categories, fieldtrip learnings, journeys, and blueprints
2. Identified a recurring pattern: “I’m not earning what I was promised”
3. Clustered these pains and mapped product-level hypotheses (Unete, Somos Belcorp, ISA, FFVV, E-catalog)
4. Activated cross-team discussions to align priorities based on real experience, not just on roadmap readiness