YOUSE SEGUROS

The problem

Youse's sign-in was built on email and password, and that model had three structural flaws:

• Shared emails

  Multiple customers using the same address, which invalidated any measurement of communication.

• Outdated emails

  No way to know whether the channel was still valid.

• No reliable unique key

  The database was not normalized per person.

The decision

The CPF (the Brazilian taxpayer ID) was chosen as the primary key because it is unique per person and lets you normalize the database. With the CPF in place, security questions came in as an alternative to the password for recovery and first-access cases.

The rollout

Three central safeguards:

1. Phasing

   A gradual launch so as not to disrupt customers with an active login.

2. Designing the questions

   Questions only the customer would know how to answer, with help paths for wrong answers, attempt counting and a lockout after multiple wrong answers.

3. Metrics per phase

   Tracking success rate, help contacts and password recovery before advancing each phase.

The problem / opportunity

Youse's car insurance runs on a "pay as you use" model, charging by the kilometer driven. The kilometer data was already being collected by the app, which opened an unprecedented opportunity: to translate that into environmental impact and customer education, without asking for any new data.

The solution

I designed a calculator that shows how much CO2 the customer emitted during the month based on the kilometers driven and the fuel type, with actionable tips to reduce their footprint: alternative transport, carpooling, supporting NGOs that offset emissions.

Three design highlights:

• Context next to the number

  "Above the recommended level" beside "1,800 kg of CO2", so the figure means something.

• Three paths to act

  Reduce usage, offset through an NGO, support initiatives.

• A tie to the product

  Pay-per-kilometer car insurance enters as a real reduction option, not as a showcase.