Porto (via Môre)
Chosen name across every channel
One standard for the social (chosen) name across Porto's forms, screens and documents, for customers and brokers, using Brazil's Decree 8.727/2016 as the reference.
- Role
- Senior Product Designer, implementation lead
- Period
- 2024
- Sector
- Insurance
Pain points
- Being called by the legal name on screens, letters and policies.
- Updating every document is hard, so the product cannot require it.
- Brokers had no guidance about policies already in force.
Discovery
- 01Desk researchDecree 8.727/2016 and the definitions of social name and gender identity.
- 02BenchmarkingSign-up forms that already handled the social name with consent.
- 03InterviewA trans person who works in design, about experience and documents.
- 04As-is reviewForms from the Hub, data review and Auto insurance.
- 05AlignmentCX teams of each channel and the Design System.
Journey
- 01Sign-upFull-name field, as always.
- 02I have a social nameOne option with a short explanation.
- 03Social nameThe field only appears for people who checked it.
- 04NoticeHow to update policies and contracts in force.
- 05UseScreens and documents address the person by the social name.
What changed
- One component, applied across six channels.
- Rules for printed documents and profile screens.
The problem
The forms we reviewed, for the Hub, data review and Auto insurance, had no field for the social name. Trans and travesti people could only be addressed by their legal name.
Decree 8.727/2016, which applies to the federal public administration, sets the social name prominently, alongside the legal name, which is used only for internal administrative purposes. It served as the reference.
Research
I started with the decree and benchmarked sign-up forms that already handled the topic.
An interview with a trans person who works in design set the tone: the social name drives the experience, and the legal name stays in the internal layer of the systems. Updating every document is hard, so the product cannot require it.
One component, every channel
Together with the CX teams of each channel and the Design System, we arrived at a single component: the full-name field, an "I have a social name" option with an explanation, the social name field and a notice about existing policies.
The same pattern went into the Porto app, the sales hub, the broker system, the customer portal, Porto ID and the real-estate agencies' portal.
Documents and review screens
For printed documents, the guideline puts the social name first and the legal name only when needed. The wording avoids the generic masculine in Portuguese.
On profile screens, the social name is the name. Showing the legal name is the person's own choice.
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