Service Design
I love to use stories to present current and/or envision the future, highlighting customers pain points
and uncover the most significant opportunities for building a better experience for them.
THE RE-HIRE EXPERIENCE
Company: Ultimate Software
Role: Lead UX/UI Designer
Tools: Paper, Adobe Illustrator
Problem: Facilitate the understanding on how our re-hire process work
Solution: Created a journey to support the PM presentation.
A WEEK IN THE LIFE
Company: Ultimate Software
Role: Lead UX/UI Designer
Tools: Paper, Adobe Illustrator
Problem: Understand the onboarding process and how to implement our new Onboarding product in the company.
Solution: Performed visits and interviews with our internal Onboarding Owner and created a journey to describe her typical work week and pain points.
The it leader's journey
Company: Citrix
Role: Lead UX/UI Designer
Tools: Paper, Adobe Illustrator
Problem: Help IT leaders and organizations to create a UCD culture.
Solution: Created a journey to better understand the UCD process, the challenges, and benefits.
Company: Citrix
Role: Lead UX/UI Designer
Tools: Paper, Adobe Illustrator, Axure
Problem: Understand the journey of the different customer roles: the user, the technical, and the buyer.
Solution: Supported the team running multiple design sessions with the business leaders. I created an interactive customer journey (using a subway style) that included all the moments that matters on each step. The interactive journey was successfully launched and distributed across multiple departments at Citrix and served as a guide to better understand users for the whole company.
Company: Citrix
Role: Lead UX/UI Designer
Tools: Paper, Adobe Illustrator
Problem: Understand the needs of the different verticals to improve our offering strategy, products and sales.
Solution: Contacted different teams in the company (such as finance, marketing, education, sales, and support) and collected all possible information about verticals so we could better understand our customers' motivations and their choices based on industry. I was also able to identify some customers on Salesforce and in collaboration with the account managers, we were able to schedule a series of visits in order to see them using our products in action and gather their insights. This project was extremely successful and drove many of the products initiatives and decisions in the company. It also helped the sales team to learn about the verticals and identify better ways to approach each market.
