Department for Energy Security and Net Zero

Technology delivery partner Tecknuovo hired me as a Service Designer to work on a Discovery project for the Department for Energy Security and Net Zero (DESNZ) to help deliver a new digital service implementing the Heat Network Technical Assurance Scheme (HNTAS).

Service Designer Lead

Toyota Connected Europe

I've been hired as the first Service Designer at Toyota Connected Europe working within the team who develops the future global car companion app that all regions in the world will transition to for both Toyota and Lexus brands.

Missions:
✓ Embed Service Design into the design process of One-App design team in London and product teams in Texas
✓ Map out Toyota & Lexus CX ecosystems and highlight where One-App sits within that ecosystem
✓ Map out end-to-end customer journeys and service blueprints for different areas of the app (Onboarding, Service & Maintenance, Safety & Security, EV, etc)
✓ Identify user needs for different types of customers and across different types of vehicles (petrol, hybrid, electric)
✓ Discover best practice across regions (North America, Europe, Australia)
✓ Understand business goals and priorities
✓ Uncover where opportunities lie to improve the end-to-end customer experience across touchpoints, channels, regions and vehicle types.

Major achievements:
★ Established the foundations of Service Design capability within the app and product teams by introducing new ways of working and tools to break silos, foster collaboration and enable an holistic perspective of the customer experience
★ Helped define product vision and value proposition of the future Global One-App by uncovering where One-App sits within Toyota wider CX ecosystem  and by creating a framework to hierarchise user needs depending on different customer's mindsets

Service Design Lead

NatWest Group

Strategic Design Consultancy Nile HQ hired me as a Principal User Researcher and Service Designer on Natwest Climate propositions initiatives.

Missions:
✓ Lead Design & Research activities
✓ Plan & facilitate workshops with client team & partners
✓ Prototype
✓ Document insights
✓ Define design recommendations
✓ Handover to build team

Major achievements :
★ Led the creation of the feature backlog for the full launch of the Carbon Footprint Tracker app that enables customers to track their footprint and learn ways to reduce it.
★ Designed the Green Plan web tool to help users understand their current home energy efficiency and discover actions to improve it while reducing their energy bills.
★ Created the Carbon Tracker roadmap for 2023 to support the business case for internal funding requests by uncovering future user needs.

Principal User Researcher & Service Designer

Lloyd's

Strategic Design Consultancy Nile HQ hired me as a Principal User Researcher and Service Designer on the Lloyd's of London digital transformation program, the world's leading insurance and reinsurance marketplace specialised in complex risks.

Missions:
✓ Lead User Research activities
✓ Ensure buy-in & collaboration with client & other consultancies
✓ Facilitate workshops with team
✓ Map out user journeys
✓ Present insights to stakeholders

Major achievement :
★ Led discovery research activities across multiple international business users for Lloyd’s of London transformation programme, focusing on Delegated Authority claims.

Principal UX Researcher & Service Designer

Valtech

Led Discovery and Alpha phases of a transformation programme for DWP aiming to automate the claim processing for the Job Seekers' Allowance.

- Build ​relationships with stakeholders and users to understand their goals and needs and working with them in a collaborative and co-creative fashion
- Facilitate design process activities: assumptions mapping, hypothesis creation, user research analysis and synthesis, ideation sessions, low fidelity prototyping
- Understand and visualise the current claim processing journey across different agents
- Provide guidance/direction on time savings/efficiencies
- Define and visualise the future claim processing for automated and non-automated claims including the development of a case management system to handle non-automated claims

Lead Service Design & User Research Consultant

Worked on understanding the current state of the citizen's experience of the Job Seeker's Allowance since Covid and develop improvements to the user journey.

Senior Service Design & User Research Consultant

Clients:
Worked on public & private sector projects: Department for Work & Pensions, Civil Service Human Resources, NHS Business Services Authority, De Beers & LNER.

Missions:
✓ Plan & conduct User Research
✓ Synthesise research findings with team & client
✓ Define user needs & personas
✓ Map out user journeys & service blueprints
✓ Define opportunities & service improvements
✓ Present insights at Show & Tell 
✓ Conduct Usability Evaluation.

Major achievement :
★ Collaborated to the service redesign of the Job Seeker’s Allowance for the Department for Work & Pensions bringing the project from Alpha to Beta across multiple user groups, touchpoints, channels and systems following GDS guidelines.
★ Played a leading role in the Design culture by organising the 1st User-Centred Design Community of Practice day and 2 Company Days for 180 employees.
★ Led an initiative to create a competency framework for User-Centred Design consultants by defining core competencies, levels of mastery and a skills assessment process to better communicate skills across the org and improve staffing decisions.

Service Design & User Research Consultant 

Hyper Island

Clients:
Worked in multiple agile teams to deliver pitches to the BBC, Well Pharmacy, 
Social Chain and the Manchester Homelessness Partnership.

Disciplines learnt:
✓ Design thinking
✓ Understanding People
✓ Business Transformation
✓ Experience Design
✓ Managing Projects & Teams

Achievements:
★ Wrote a Master thesis on « Designing responsibly with Artifical Intelligence »

Digital Experience Design Master's student

Collaborated to the redesign of the Job Seeker’s Allowance service for the Department for Work & Pensions bringing the project from Alpha to Beta across multiple user groups, channels and systems following GDS guidelines.

Service & Interaction Designer

Freelance / Independent

Clients :
FBG ARCHITECTURE >>> Studio specialized in sustainable architecture <<<
A-TIPIC >>> Organization assisting participatory housing projects <<<
LYGO >>> Social company producing fairtrade advertising goods for responsible companies <<< 
ALFAMAA >>> Cooperative & sustainable living place <<<

■ As a CONSULTANT IN MARKETING & COMMUNICATION STRATEGY, I built clear and attractive offers and set communication strategies for both digital and print mediums.

✓ Engaging with clients to understand and analyse their underlying needs and issues
✓ Preparing and leading workshops using participatory design methods with clients
✓ Shaping & defining communication strategy, offer positionning and action plan according to desired goals
✓ Mapping stakeholders, customer journey and challenge
✓ Writing & ensuring holistic brand storytelling
✓ Reviewing & redefining companies' values, mission and vision

♣ As a VISUAL DESIGNER, I led full rebranding of websites and communication tools from digital to print.

✓ Observing and synthesising ongoing industry research on current trends and technologies
✓ Shaping, visualizing and presenting concepts and ideas through collaborative tools and rapid prototyping
✓ Designing visual interface and user flow through moodboards, iconography, photography and  illustrations
✓ Translating complex data into nice simplified graphics
✓ Creating logo and visual identity (fonts, colors, icons, vector illustrations, hand-drawn sketches)

Major achievement :

★ Helped organizations embrace digital opportunities by challenging them to think  bigger and envision their future goals to shape their strategy and offer accordingly.
★ Brought consistency and clarity in companies’ identity across channels by leading  full rebranding, building their offer and crafting visual and editorial content.
★ Increased companies’ attractiveness by designing websites, online interactive catalogue and print materials through new identity enhancing products and services.

■ Marketing & Communication Strategist | ♣ Visual Designer

North Kingdom Design & Communication AB

>>> Award-winning experience design company that creates products, services, and experiences that play a meaningful role in people's lives <<<

■ As a DIGITAL CREATIVE STRATEGIST INTERN, I helped the agency with their consultancy projects (Lego, Adidas, Sense Smart Region, Kaiding), in house start-up (Once Upon), and pitches for a variety of clients in differents sectors.

✓ Design communication strategy in response to a client brief for implementation across a wide range of digital media
✓ Develop visual concept and idea for digital product, service and experience
✓ Create digital experience using human-centered design processes and emerging and established technologies
✓ Design interfaces using interaction design
✓ Work with agile/lean processes and collaborative methods

Major achievements :

★ Launched the new website and Instagram account for Once Upon app (photobook mobile app) by defining the content strategy and giving direction for visuals and copy.

★ Developed concepts ideas for the Lycksele Zoo to improve the overall experience for the visitors by imagining an app that will help people uncover the most hard to see animals and explore the park in a more fun way while learning about the animals.

★ Collaborated on the developemnt of a prototype of a new platform for Lego from UX research and insight analysis to concept development and content creation.

■ Digital Creative Strategist intern

Hello Future

>>> Digital transformation agency enabling people to access the benefits of a digital world through modern design methods, digital technology and organizational development <<<

■ As a SERVICE DESIGNER & DESIGN STRATEGIST INTERN, I helped the organization with current projects and challenges using Design Sprints and other strategic design methods.

✓ Set up and facilitate design sprints
✓ Design workshop format and experience
✓ Conduct interviews
✓ Sketch and ideate on service and product ideas
✓ Map and analyse customer journey
✓ Prototype wireframes
✓ Analyse usability tests
✓ Research on current trends and technologies

Major achievement :

★ Designed UI and user flow of an app's prototype using Augmented Reality to learn a language by object recognition with 2 developers at the « ARtic Challenge » Hackthon.

■ Service Designer & Design Strategist intern

I am a London-based Service Designer with a Master's in Digital Experience Design from Hyper Island, and 8 years of experience in Service Design working for Strategic Design consultancies, in the public and private sectors. Specialising in User Research, Organisational Design and Culture Change, I apply Human-Centred Design and Design Thinking methodologies to create service experiences with a positive impact on people, businesses and society. 

With a keen interest in sustainable design, I’m passionate about helping teams use emerging technologies to meaningfully and responsibly enhance people’s lives and society while meeting business opportunities, and wrote my Master's thesis about « Designing responsibly with AI ».

I worked for a wide range of clients across sectors from large global companies such as Toyota or Lloyd’s of London to small organisations in the social innovation sector to the UK government.

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