Fretadão is a technology company and a leader in corporate mobility intelligence and management. Its mission is to positively transform the experience of passengers, partners, clients, and employees through technology and disruption applied to urban mobility. Despite its technological expertise and solid revenue, the company needed internal reorganization to sustain its growth trajectory and better serve its clients — starting from a deep understanding of their journey with Fretadão.
How can corporate mobility be transformed into a strategic, connected, and efficient experience based on a thorough understanding of the user journey and its main friction points?
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The project brought Fretadão’s team a new lens on the Brazilian mobility consumer: more human, more attuned to everyday friction points, and better equipped to build relevance in a constantly evolving landscape.
We mapped Fretadão’s customer journey through in-depth interviews, identifying friction points, expectations, tools, and the internal areas involved. In on-site workshops, we aligned this journey with the teams and co-created solutions to improve service. Initiatives were prioritized using a matrix that cross-referenced friction resolution with experience generation. We also introduced topics such as experience management, elevating the team’s maturity in innovation. Finally, we organized all learnings into a strategic roadmap connecting insights to practical actions, driving internal alignment and process optimization.
At No One, research doesn’t end with the final report. It opens a continuous transformation cycle, where consumer learnings translate into insights for better-aligned decisions, more relevant experiences, and real growth opportunities. Together with Fretadão, we created pathways for the brand to remain part of Brazilians’ lives — now with new routes, new experiences, and new ways of connecting people to their destinations.
“No One brought an essential external perspective to map the entire customer experience at Fretadão. Through deep interviews, we were able to see where the friction points and opportunities for delight were, building a practical plan focused on the journey — not on rigid processes. This opened space for cross-team collaboration and creative solutions that truly make a difference for those who use our service.”
