SERVICE EXPERIENCES
Map, design and refine the whole experience of this scholarship program, over almost 6 years, that sent over 1.5k students every year to study abroad and live with a host family for one semester. It was a very complex program with different service design projects within it, many touchpoints, actors, stages, interactions, and challenges. The pre-service, service, and post-service were also built in the process.
Role: Program Coordinator & Service Designer
Activities: Service journey mapping, research, persona definition, data analysis, flow definition, workshop facilitation, user & service mapping, process design, focus groups, user testing, among others.
WORKPLACE
EXPERIENCE
Redesign the selection process while keeping part of it and innovating where we could. I worked in collaboration with HR specialists and created a new process that is more inclusive & empathetic, that ensures a better recruitment process and offers an opportunity for change in the participants' lives (even the ones that were not selected).
Role: Head of Product Design & Team Lead
Activities: Service journey mapping, research, data analysis, flow definition, process design & user testing, among others.
SCHOLARSHIP
EXPERIENCE
Distribute and place 8 different departments (general services, IT, HR, procurement, logistics, accounting, finance, and legal) according to their needs and organizational structures & dynamics in a new Shared Service Center building. The map was designed to be showcased on a giant screen at the entrance.
Role: Head of Product Design & Team Lead
Activities: Project planning, design leadership, research & user interviews, remote workshop facilitation, data analysis, user & service mapping, prototyping & development hand-off
RECRUITMENT
EXPERIENCE
The goals of the training were to break the "working in silos" culture and help leaders unite as one single team, prepare them for the growth that was about to come, enhance the communication, map areas of improvement in each team, and build a plan of action for the next year. Participants: service manager, operations managers, project managers, and technical leaders.
Role: Head of Product Design & Team Lead
Activities: Training planning, building, and execution, remote workshop facilitation, data reports creation, feedback sessions, among others.