Challenge

Raízen, responsible for fueling aircraft with Shell fuel at airports, used outdated equipment to register and issue fueling fiscal invoices. This device had serious technical limitations: a closed system, no modern connectivity, and extremely complex maintenance and updates. This raised the challenge of creating a solution that would guarantee scalability and ease of updating across the entire national territory.

Image for illustrative purposes only

My Role

My work as UX/UI Designer was essential to transform a technical, limited process into an efficient and intuitive digital experience. I was responsible for leading the research and understanding of user pain points, mapping existing flows, and proposing a new information architecture that would simplify operators' daily tasks. I created the wireframes, high-fidelity prototypes and the app's final interface, always validating the solutions with the client and the development team. This close collaboration ensured that the final product was not only functional and scalable, but also visually consistent with the brand identity and centered on the real needs of users.

UX Research

Understanding context and intent

I conducted interviews with field fueling operators, direct observations of the current workflow, and analysis of the fiscal documents. The goal was to map real pain points, the usage context (airport environment, unstable connectivity, field operations) and user expectations.

Definition

Main problems identified:

• Manual, slow process prone to human error
• No real-time visibility into fueling status
• Unable to operate offline in locations with poor connectivity
• Unintuitive legacy system interface

Ideation and Architecture

Based on these insights, I defined the app's main flows and information architecture. The journey was designed to be completed in just a few steps, with clear visual feedback at every stage of the fueling process.

Persona

João Santos

38 years old

"I'm an aircraft fueling operator. I work rain or shine, and I like efficiency in my work."

ABOUT ME

who am I? what do I do?

• I'm an aircraft fueling operator at Raízen.
• Responsible for registering fuelings and issuing fiscal invoices.
• I work directly on the tarmac, ensuring safety and efficiency.
• I have years of experience.

ABOUT MY ROUTINE

who do I live with? what are my habits? what's my day like?

• I work shifts (morning and night) in different weather conditions.
• I interact with teammates, supervisors and ground staff.
• My day is fast-paced, with little time between one fueling and the next.
• At home, I spend time with my wife and two children.
• I relax by watching television.

MY PERSONALITY

computer

phone

homebody

sociable

no routine

structured routine

tech-savvy

traditional

very organized

disorganized

MOTIVATIONS & HOBBIES

what are my interests? how do I spend my free time?

• Soccer with friends.
• Going out with family.
• Watching television.
• Using my phone.
• Sleeping.
• Barbecuing with friends.

PAINS

What are my difficulties? What would I like to solve?

• The old equipment would freeze and had an interface limited to a small screen.
• Slower processes.
• Error messages were hard to understand and there was no quick support.
• Operational friction due to issues or difficulties in the operation.

DESIRES

what are my needs? what results would I like to have?

• Have a reliable, fast and intuitive system.
• Register fuelings and issue fiscal invoices without errors.
• Receive automatic updates and have equipment that works in any condition.

User Flow

I mapped the entire user flow, from login to the issuance and sending of the fiscal invoice, considering both online and offline scenarios to ensure operational continuity.

Information Architecture

Wireframes

I developed low- and mid-fidelity wireframes to validate the flows with stakeholders before moving on to visual design. This approach allowed for rapid iteration based on feedback from the Raízen team.

Usability Testing

The app's flows were quite simple, and testing merely confirmed what had already been identified up to that point. These low-fidelity prototypes allowed us to validate interactions with users in the early stages of the project, focusing exclusively on functionality, flow and information architecture, without distractions from more elaborate visual elements.

Example:

Design System

Following the Raízen marketing team's guidelines, I defined the color, typography and component standards that would make up the project, ensuring visual and functional consistency for the product. All the material was validated by the client, which enabled a more agile, scalable and professional interface-creation process.

UI Design