I DESIGN SERVICES & PRODUCTS BASED ON REAL CUSTOMERS' INSIGHTS

 

How I do it

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1. DISCOVER

I apply a variety of formal to informal human centred research methodologies to understand customer's pains, wants and behaviours.

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2. DEFINE

I apply Design Thinking methods and Service Design principles to solve complex problems by making sense of qualitative and quantitative and arrive at a definite, prioritised set of problem statements.

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3.Develop

I ideate around those main problem statements and develop several hypotheses for ways of  addressing them. I narrow down the set of ideas into value propositions that can be prototyped and tested.

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3. Deliver

I develop the correct fidelity prototype to test the hypotheses and get them tested. I analyse and synthesise the findings and come up with a recommendation for the business and iterate.

 

“He is reliable, approachable and knowledgeable (...) and holistically he sees the bigger picture while working on any service design project.”

— ESTHer Duran, Service design lead at fjord

 

Projects

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Helping hands

How might we help customers with the right level of help they need at the time they need it to enable them to achieve their DIY goals?

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Physical+Digital

How might we bridge the experience gap between physical retail experiences and digital content/ecom experiences

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Visa Momentum

How might we improve the retail checkout experience without sacrificing security and trust?
 

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Visa TypePay

How might we enable p2p payments outside banking apps?
 

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In-store digital assitant

How might we help customers in-store with their most common queries without engaging with a colleague?

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JLR customer portal

How might we address the needs of our customers post-purchase until the purchase of their next vehicle?

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Visa ID

How might we enable anyone to easily use financial services from visa or partners?
 

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Visa bolt

How might we enable p2p payments outside banking apps?
 

 

Brands I've worked with

 

About

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I am a Service/User Experience Designer.
Lisbon born and bred, I am currently living and working in London.

Having experience from design to development, I’ve grown used to thinking in systems to create fully integrated and scalable services. To think about the implications that front-end actors have in it's supporting platforms.


I believe that services should be designed with meaning and allow customers to flow in between every touchpoint to provide the users with the richest and most pleasant experience.