Live-call pressure
Agents need answers in seconds, not minutes.
Azul Knowledge Portal
Azul’s customer service agents rely on fast, accurate answers about regulations, refunds and airport procedures. The redesign created a knowledge portal with five core journeys — search, shortcuts, engagement modules and a guided article-creation flow.
Critical answers, hard to reach.
Agents needed to locate regulations and procedures during live calls. Content was dense, and creating or updating articles had no clear structure.
Dense regulation
Aviation rules, contracts and policies with many references.
Content governance
Editors needed a guided way to publish and update articles.
Five journeys, one portal.
01
Discovery
Review of the existing portal and references with the Azul team.
02
Journeys
Home, search, article, new article and edit article flows.
03
Visual
Brand-aligned UI, refined to a more serious tone in v2.
04
Responsive
A mobile home for agents on the move.
Knowledge that gives you wings.
A search-first hero with popular topics, shortcuts to processes and tools, compliments, polls and quizzes for engagement, and a three-step article-creation wizard.
Answers at the speed of service.
Search-first
Popular topics and search at the top of every visit.
Structured authoring
Category, process and title steps keep content consistent.
Engaged teams
Compliments, polls and quizzes bring the portal to life.