I am Product Designer that really cares about
the end to end experience: from onboarding to support
I have over 10 years of experience leading User Experience Design for products, services, and support in large corporations such as Ultimate Software, Citrix, Mitsubishi, Nissan, etc. I also had the opportunity to work on multiple innovation projects and startups.
Amazon Connect
Company: Amazon
The Challenge: Design the Amazon Q in Connect experience and launch service at Re:invent 2023.
My Role & Contribution:
My role involved all research and Design activities on how Q would interact with agents so help them solve issues faster.
Outcome: Product was presented at Re:Invent in November 2023 and we received an overwhelming response from our customers.
Banking
Company: Safra National Bank of New York
The Challenge: Launch a banking and payments application in 6 months.
My Role & Contribution: In my role as Head of Design, leading a team of two, I embraced the challenge of launching a banking and payments app within six months. I spearheaded a ‘Workshops culture’ to accelerate development. This innovative approach was crucial in the successful launch of the Safrapay Mobile Banking and Merchant applications, showcasing my ability to drive projects forward under tight deadlines.
Products:
› Safrapay Merchant app (mobile and desktop)
› Mobile Banking app (mobile and desktop)
Onboarding & Recruiting
As a Lead UX designer for the UltiPro Onboarding and Recruiting, I work very closely with the BAs to understand the business requirements, and with researchers and customers to make sure we build products that will delight our users.
Main Deliverables: Site audits, competitive analysis, wireframes, interactive prototypes, localization UX and strategy, journey maps and definition of style guides.
Education / LMS
I worked in as a Senior UX Designer for Gaggle - Safety solutions for K-12 schools that use Google Suite for Education.
Main Deliverables: Site audit, competitive analysis, wireframes, interactive prototypes, presentation to stockholders, usability testing, and definition of style guides.
Support
Customer support are on the front lines every day when it comes to interacting with customers. I like to work very closely with support and customer service teams to get fast and easy feedback from our customers.
Main Projects:
› Citrix Unified Support experience
› Citrix Support case submission experience
Service Design
I supported teams understanding the customer experience from beginning to the end of a service.
Main Deliverables: Competitive Audits, Personas, Consumer Journey Maps, Ecosystem Maps, Moodboards, Storyboards and VideoStorytelling.
Concepts & Storytelling
I use low-fidelity sketches and video storytelling to validate ideas before they become detailed designs. These concepts help us decide if we are solving a problem other people find worth paying for without putting too much design effort upfront.
Main Deliverables: Sketches, Storyboards, and Video Storytelling.