How do you redesign a digital platform for a 245-year-old institution and make it feel human, trustworthy, and modern at the same time? This is the story of how we turned a confusing experience into a clear, inclusive, and engaging one with measurable results.
Introduction
When I joined the Social Investment platform redesign at Nacional Monte de Piedad (NMP), the challenge wasn't cosmetic. It was strategic: how do you communicate a powerful social mission to users who don't even understand what the platform does?
Over 13 weeks, I led the end-to-end design process from deep qualitative research to final launch achieving a +24.4% increase in engagement and an 18.3% reduction in operational costs, while strengthening brand perception for an institution managing over $1.4B in social impact.
Process
01 — Immersion (2 weeks) I started with document analysis, competitive benchmarking, hypothesis development, and recruitment planning. Understanding the institution's history and mission was just as important as understanding the users.
02 — Research (3 weeks) I conducted 3–4 interviews per user type across four key groups: Authorized Donees, Potential Donors, Strategic Allies, and Internal Collaborators. I also audited the existing website — analyzing information architecture, UI components, and brand consistency — and pulled insights from the call center's most frequent pain points.
03 — Synthesis (2 weeks) Four core opportunity areas emerged from the research:
Disjointed information — Users felt overwhelmed and couldn't find what mattered. We rethought the information architecture and prioritized key messages.
No clear communication channels — Donors and allies had no easy way to connect. We redesigned the contact and engagement flows to open those doors.
Low brand value — NMP's social impact was invisible on the platform. We built a narrative that made their work visible and credible.
Lack of inclusivity — The experience excluded users with disabilities. We implemented WCAG 2.1 accessibility standards throughout.
04 — Strategy & Design (4 weeks) With a clear roadmap and defined KPIs, I rebuilt the information architecture, selected imagery that reflected real people and real impact, and designed wireframes and high-fidelity screens using the design system.
Results
📈 +24.4% increase in user engagement 💰 -18.3% reduction in operational costs ♿ Full WCAG 2.1 accessibility compliance 🌐 Platform still live and in use today → inversionsocial.montepiedad.com.mx
A new information architecture was created, the images that would accompany each section were chosen, and the wireframes were created with the help of the design system.
Here you can visit the website that was created and is still in use: https://inversionsocial.montepiedad.com.mx/es/
Final thoughts
This project deepened our team's understanding of civil organizations, philanthropy networks, and social impact communication in Mexico. We improved a critical communication channel for Nacional Monte de Piedad while building a research foundation that continued to inform platform strategy for several subsequent years.
