Service designer

Freelance innovation consultant. I designed the platform Kuo Prosperity Lab to transform the company towards the next stage of Market Research, in response to Covid-19 crisis:

-Marketing strategy to successfully engage with customers and increase revenue with ad-hoc market research studies.
-Design of the concept and platform in a very short term (one sprint weekend). 
-Providing courses to their employees to achieve a leaner approach and increase the effectiveness of their customer-facing presentations.  

Main achievements
· I have provided support in the development of maintenance and data-driven services. I have used my graphic and user-centered design skills to develop customer journeys, blueprints, storyboards and mockups. 

· I have supported the planning and facilitating of workshops with Philips customers. Hosting early concept and validation processes for digital services and solutions. For which purpose I have developed rapid prototypes as well as low and high fidelity mockups of landing sites and mobile apps (sketch, figma, adobe, illustrator)

· I have contributed to the quality increment of value propositions by creating a collaborative checklist of necessary contents. This checklist has raised awareness about information gaps contributing to the avoidance of project delays.

· I have mapped the competencies of the department, visualising them in an aggregate view to support future hiring processes and manager’s decisions.

· I have induced a customer-centric approach through workshops with colleagues fostering a service-based mindset. These workshops
include a variety of topics, often related to achieving collective consensus and mapping workflows to improve them.

· I have interviewed colleagues from across-functions to capture their working process. I have visualised the aggregate view of the whole team’s process to support reflection and continuous improvement.

· I have carried several knowledge management activities, such as producing learning materials and presentations for the on-boarding process of new employees.

Design & Production of global windows and pop up stores of the firm. 
Production Management tasks:
-Store windows update and implementation calendar and franchises coordination. 
-Dealing with international suppliers. 
-Budgeting and invoicing. 
-On site installation and coordination of suppliers at Luxury Shopping Centres (Europe). 

Design tasks: 
-Furniture design, testing and prototyping for events and pop up stores
-Final campaign printed layouts, color proof and sample sets for international suppliers. 
-2D and 3D plans and rendering. 
-Presentations for the Steering Committee.

Service design is a process in which the designer focuses on creating optimal service experiences. This requires taking a holistic view of all the related actors, their interactions, and supporting materials and infrastructures. Service design often involves the use of customer journey maps, which tell the story of different customers’ interactions with a brand, thus offering deep insights.

The structured learning programmes are spread throughout Terms 1 – 5 and all modules are delivered as half or full day session, the first year being more intensive. Classroom modules are made available electronically for student self-study.

Programme Units

Unit 1: Service Design Foundation Programme – Term 1 (20 Credits)
Unit 2: Design Entrepreneurship - Term 1 Term 2 Term 3 (20 Credits)
Unit 3: Design Research and Advanced Methods – Term 2 Term 3 (20 Credits)
Unit 4: Design Management and Platform Design - Term 2 Term 3 (20 Credits)
Unit 5: Social Innovation and Future Services – Terms 1/2/4/5 (20 Credits)
Unit 6: Implementing and deploying Services at scale including the materiality of experience and services – Term 4 Term 5 (20 Credits)

Arquitectura Superior, Plan 96, Licenciatura. 
Matrícula de Honor en el Proyecto Final de Carrera