How I reduced connection issue resolution time from 20 minutes to 2 minutes with automated in-app diagnosis.
Vivo is Brazil's largest telecom operator. The app served hundreds of thousands of sessions, but when a connection failed, the natural path was to call support. Each case took between 15 and 20 minutes: problem description, manual diagnosis, resolution.
The challenge: build an in-app flow that automatically identified the failure type and resolved it without human intervention. Less time for the customer, less load on operations.
Research revealed that the main frustrator wasn't the wait time: it was not knowing what was wrong. The system needed to name the problem before proposing the solution.
"Resolving without calling became the standard. That means giving time back to people."
· Automated diagnosis requires the system to interpret context, not just technical state. Designing the logic matters as much as designing the screen.
· Contextual CTAs only work when backed by real behavioral data. "Advance promotion" wasn't a generic option: it was the right action at the right moment.
· Design System: documenting the problem is the first step to justifying the structural solution. The visual chaos was visible for years; naming and systematizing it created the momentum to change it.