I was part of the end-to-end design of both individuals (PF) and legal entities (PJ) registration flows. I worked from benchmarking and ideation to redesign and re-skin to the new design system.

The goal wasn't just to apply a visual update, but to elevate each data request and genuinely improve both experiences. Joining with a fresh perspective at a moment when the design system was still being shaped gave me the opportunity to push for new components and templates that didn't exist yet. The solution also had to think beyond Brazil, it needed to scale across every country where MercadoPago operates in LATAM.

31% of users dropped out before completing registration. The critical friction point was document upload, where 29% of users who reached that step abandoned. Beyond drop-out, two compounding problems: 33% of registered businesses couldn't operate immediately, waiting an average of 2 days for backoffice document review 16% were rejected by backoffice due to documentation errors, with no clear path to recover.

Using funnel analytics and drop-out data, we identified where and why users abandoned the flow. The main friction points were a high cognitive load caused by information-dense screens, help content too generic to account for different business types, no visibility of required documents before reaching the upload step, and vague error messages on rejection that left users unable to self-recover.

Axis 1: Accompaniment throughout the flow
‍We integrated Maxwell, MercadoPago's AI assistant, at the highest drop-out screens. Rather than waiting for users to get stuck, Maxwell offers proactive guidance through contextual starters.

‍Axis 2: Pre-upload preparation
‍Using the business type detected early in the flow via CUIT/DNI entry, the system anticipates which specific documents the user will need — and surfaces that information before they reach the upload step. This eliminates one of the biggest friction points: arriving unprepared to a document-heavy task with no warning.

‍Axis 3: Simplified document upload
‍We redesigned the upload experience around clarity and context. Each screen shows a personalized title and instructions based on the user's business type, along with a single highlighted piece of information. LEIA validates documents in real time at the moment of upload, catching errors before they reach backoffice. Maxwell remains available throughout for supplementary help, such as format examples and accepted alternatives.

Beyond product design, I co-led two parallel initiatives to raise the quality bar across the User Accounts (UA) design team: standardizing patterns through a shared design system, and driving AI adoption across MercadoPago.

I built a centralized Figma file with templates and base guidelines for common screens; covering selection patterns, lists, onboarding, and iconography. To drive adoption, I created tutorial videos and acted as the main liaison between UA teams, Andes X, and Fintech X, escalating requests and improvements directly to the design system team. I also supported the Registration and KYC teams (PF & PJ) through their full transition to Andes X.

I co-created the initiative to bring AI tools into the UX process within UA. What started as an internal presentation grew to reach 300+ people across Mercado Libre. Throughout the initiative, I designed and maintained a living matrix of AI use cases organized by design task, from heuristic evaluation and copywriting to wireframing, benchmarking, and journey mapping. I also built custom AI agents to support the design process, including a Quality & Craft agent, a Figma Make prompt assistant, and a Prompting enhancer agent. To keep the team engaged, I sent weekly reports highlighting new tools and examples, and mapped all available AI tools within MeLi.