Nomo — Empowering user payments
Nomo — Empowering user payments
Wave Billing Plataform
I joined Nomo in early 2022, just as the company was taking its first steps. Founded to challenge a mobile market known for bureaucracy and frustrating experiences, Nomo’s mission was to be a fully digital operator that gives users autonomy, clarity, and control.
How we built the MVP of a B2B billing platform that made our client's billing workflow 600x faster and saved around 56 hours per analyst each month.
Nomo — Empowering user payments
March, 2022
How we moved a support‑driven journey into a transparent, user‑controlled payment experience in 12 weeks, reducing support tickets, speeding up recovery of failed payments, and accelerating acquisition.
In the second half of 2021, the company made a pre-launch waitlist for early adopters.
By the time I joined, the product was live, and its first features were being developed, and over 5,000 people were waiting to join.
March, 2022
cOMPANY
Nomo
cOMPANY
Nomo
Role
Product Designer
Role
Product Designer
date
March, 2022
date
March, 2022
Timeline
12 weeks
Timeline
12 weeks
March, 2022
Wave
A tech provider and software development company focused on the telecom industry.
The company was founded as Nomo, a 100% digital carrier built to deliver the best customer experience in Brazil. A few years later, Nomo’s brand and product were sold to Algar, one of Brazil’s largest operators.
Following the sale, we pivoted to a B2B model and became Wave. Our mission is to drive impact from inside telecom companies, applying the same capabilities that powered Nomo to scale.
A manual acquisition flow
Subscribing was entirely manual. The support team handled every step via WhatsApp: confirming plans, sending payment links, and arranging SIM delivery.
Subscribing was entirely manual. The support team handled every step via WhatsApp: confirming plans, sending payment links, and arranging SIM delivery.
Limited autonomy
After subscribing, users had no control over their payment method — at the time, limited to credit cards. If a card expired or failed, they couldn’t update it or even see the issue in the app, relying entirely on support to fix it.
Challenges we faced
Limited autonomy
Subscribing was entirely manual. The support team handled every step via WhatsApp: confirming plans, sending payment links, and arranging SIM delivery.
A manual acquisition flow
After subscribing, users had no control over their payment method — at the time, limited to credit cards. If a card expired or failed, they couldn’t update it or even see the issue in the app, relying entirely on support to fix it.
Limited autonomy
Shadowing support team, reviewing their tickets and chat logs surfaced some problems.
Challenges
1
Complex out dated software
Low tech support
3
Poor performance
2
Lack of data consistency
4
Through many conversations with our clients and other players in the industry, we realized that one of the biggest issues in many Brazil telecom companies in Brazil were related to billing processes.
Some companies shared with us their operation model, so we could learn about the whole process, and it made even more clear those problems should be solved by our team
Customers needed more control over their payments, so we decided to focus the next on giving users autonomy.
We aimed two high-level goals:
Empower customers management
Allow users to view and manage their payments, and also handle failed payments, improving autonomy, minimizing financial risk, and reducing support tickets.
Streamline the acquisition process
Reduce CX involvement so customers could subscribe autonomously and seamlessly, decreasing friction through acquisition.
As we were a small design team, I work closely with my Product Design Lead. While I took ownership of improving the payment management, she was responsible for the subscription process. We believe it would address current pain points while building an essential solution to any subscription service. We aimed two high-level goals: