Information Architecture

Information Architecture for Gasco’s Gasconnect App

How Interaction Design and order automation in the Gasconnect app optimized last-mile logistics, reducing response times and improving Gasco's user experience.

GASCO GLP S.A. is a leading Chilean energy solutions company, focused on the distribution and marketing of Liquefied Petroleum Gas (LPG). It serves residential, commercial, industrial, and mining customers throughout most of Chile.

The Business Challenge

In 2015, Gasco faced a critical challenge. Its telephone sales channel was saturated, and the existing mobile application had low adoption rates due to complex usability and geolocation errors.

The objective of the app’s redesign was not merely aesthetic but strategic: to migrate transactional sales to the digital channel, reduce friction in the purchasing process, and improve logistical accuracy.

The initial diagnosis of the app revealed significant gaps in the user experience:

  • Non-intuitive navigation
  • Extensive loading times
  • Obsolete user interface

My Approach and Process

As the Lead Information Architect on this project, my focus went beyond delivering interfaces; I sought validated solutions that directly impacted business efficiency.

The work was structured into key stages:

  1. Discovery & Generative Research

    During the Discovery phase, I conducted generative research to analyze real-world usage contexts and identify recurring interaction patterns in the ordering process. Mapping these behaviors provided the grounding required to structure a clear Information Architecture and Interaction models.

  2. Information Architecture

    Based on research insights, I restructured the app’s information architecture and content hierarchy to ensure fluid navigation and reduce cognitive load.

  3. Key Flow Optimization

    I streamlined critical transactional processes, specifically the cylinder purchasing flow and the real-time order tracking module.

  4. Wireframing & Prototyping

    I created wireframes and interactive prototypes for usability testing, mitigating development risks and ensuring every feature solved a core business and user problem.

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    Impact and Results

    The redesigned Gasconnect app modernized the brand’s digital presence and transformed Gasco’s service and distribution model, delivering measurable results in operational efficiency and customer satisfaction.

    Industry Recognition

    Gasconnect won the Silver Effie Award (2017) for business effectiveness and the ProCalidad Award (2018) for customer satisfaction.

    Mass Channel Adoption

    The new app surpassed 500,000 total downloads, establishing an active and recurring digital user base.

    Operational Efficiency & Cost Reduction

    Over 100,000 annual orders were migrated from telephone sales to the app, significantly lowering operational costs.

    Agile Last-Mile Logistics

    Automated order processing allowed Gasco to improve delivery precision and drastically reduce their response times.