LOCAWEB
HOSTING
New design with +25% NPS, -10% support contacts, and Improved customer retention
Redesign
Product Design
Data Analysis
UX Research
Locaweb hosting, the leading hosting provider in Latin America, needed redesign while improving key metrics without disrupting users.
Founded in 1998, with over 350,000 clients and an annual revenue of USD 240 million in 2023, the company needed a major redesign of its core product after two decades to maintain strong NPS, reduce customer contact rates, and improve retention while attracting new customers. This move was crucial for preserving its market leadership in an increasingly competitive space.
Strategy
Design Discovery
Conducted user research, benchmarking, user feedback, prototyping and testing to inform design decisions.
Information Architecture
Simplied and organized the user interface for better navigation.
Design System
Update the interface using the new developed design system created by designOps team.
Product Launch
Launched the product in phases to collect feedback and make agile iterative improvements.
Metrics Analysis
Tracked key performance indicators to measure success.
The process began with design discovery, focusing on user flow, interface updates, benchmarking, research, and data analysis. Prototypes and designs were developed and implemented with cross-functional teams. The phased launch, rolled out in five waves, collected user feedback and made necessary agile adjustments. Locaweb partnered with BRQ Digital Solutions, using an agile methodology with deliveries every 3 weeks. I played a key role in all phases, worked the prototype of the four main flows.
Before
After
Results
Net Promoter Score
Increased NPS by 40%
Contacts
Reduced contacts by 20%
Retention
Higher retention rates.
New Interface
Modern visual consistency across the platform with a new interface that boosts authority, modernizes the look, and strengthens brand value.
Humanized Communication
Tailored alerts and messages for different users, new content to reduce support contacts, and updated Locaweb tutorials.
Simplified User Flow
Enhanced main navigation and user experience for various expertise levels, allowing both novice and experienced users to find features and information.
New Features
Prototyped SSH, Github integration, WebFTP, and introduced the new Website Performance Test, a key feature for monitoring and improving site speed.
“We are very proud of the delivery of this project. Website Hosting is a product that is almost 25 years old and one of the driving services for Locaweb to get here.”
raquel dalastti
Locaweb Business Director
