Cómo Carrefour Banco redujo los rage taps un 50% con UXCam
Carrefour Banco (Banco de Servicios Financieros S.A.) is the entity that issues and markets Mi Carrefour Crédito and Mi Carrefour Prepaga cards, insurance and assistance services, and grants personal loans.
As part of the Carrefour Argentina Group, they add accessibility, proximity, and trust to their values. As a result, they are now the company most committed to financial inclusion, given that 35% of their customers use their card as their gateway to the financial world.
> 1M installs
on Google Play Store
50% decrease
of rage taps
35% less abandonment
on the affidavit screen
The challenge
The Carrefour Banco team needed greater visibility into key flows within the Mi Carrefour Card app, especially in the onboarding process, but also to learn about usage patterns, screens, or flows where users abandon the app due to friction, but it was not always clear where or why.
With multiple versions in production, the team needed a way to understand actual user behavior beyond what QA tests or error logs could show. One example was users repeatedly tapping a calendar icon that was not interactive. This caused frustration and went unnoticed until the team reviewed the session replays.
Sometimes we can't replicate what users report to us. UXCam helps us see what really happened, especially in atypical cases and in different versions of the app.
The solution
The team implemented UXCam to analyze actual user behavior and detect usability issues that internal testing had not identified.
By combining session replays with heatmaps, the team was able to analyze how users navigate the onboarding flow (from entering personal data to accepting contracts) and their subsequent interaction with the features of the app, such as QR payments and viewing savings. They could also compare behaviors between different versions in production, identify confusing interface elements, and correct design issues that slowed down the experience.
Additionally, the team was able to validate user feedback by linking it to actual behavior and evaluate the impact of design changes on interaction and abandonment.
It's very helpful to see how users behave in a real context, not just in a test environment. We can see what they actually did.
The results
UXCam gave the team a reliable way to detect problems, test hypotheses, and measure improvements, with notable results.
Rage taps decreased by 50% after removing a calendar icon that appeared interactive but was not. The affidavit screen was optimized, reducing gestures by 65% and abandonment by 35%.
Additionally, the contract acceptance process became 4 seconds faster in version 4.4.2 after unifying the steps for accepting contract terms.
UXCam is very useful for validating issues that we wouldn't detect with QA alone. We can connect what users say with what actually happened in the session.