Panama
I am a product designer, with technical project management experience, dedicated to understanding the business and users by mapping the customer journey, conducting research, and developing designs that have real impact. Beyond my product and UX experience, I am driven by a love for illustration and storytelling, which I integrate into my work to create engaging and memorable experiences. My unique combination of skills and creative vision allow me to transform complex concepts into intuitive designs, ultimately enhancing the overall usability and engagement of digital products.
- Develop and drive the overall UX strategy and vision, ensuring alignment with business objectives and user needs. - Lead and mentor a team of UX designers, researchers, and content designers fostering a collaborative and innovative environment. - Oversee the team design outputs, ensuring consistency and quality across all UX deliverables.
- Led UX initiatives across multiple Dell business units, aligning communication design with strategic goals to enhance clarity and engagement. - Map complex backend system flows and user journeys to create intuitive, user-centered experiences. - Translate technical logic into accessible user flows that improved stakeholder understanding and decision-making. - Deliver high-impact projects that improved both business performance and user satisfaction. - Lead research initiatives to provide actionable feedback, optimizing design outcomes and product usability. - Champion consistent communication design standards across services to drive cohesion and brand trust. Impacts: 1. Led the UX redesign of communications for Dell's new order experience increasing adoption to profile creations by 95%. 2. Post Launch - led cross-functional investigation and user journey mapping to uncover root cause, preventing misdirected orders and support escalations. 3. Led the UX redesign of communications for Dell's Returns and exchanges online experience driving a measurable increase in CSAT related to return visibility through clear, consistent and effective communications.
As a user experience (UX) designer, I create customer transactional communications by understanding and mapping end-to-end customer experiences of multiple Dell business workstreams. - Craft comprehensive user flows and user journeys that narrate the story of the business and the customer. - Collaborate closely with Stakeholders and Project Managers to develop high-fidelity prototypes and designs. - Execute user research through platforms like UserTesting.com, synthesizing insights from quantitative data sources to steer data-driven design decisions. Key accomplishments: Lead the design and experience of the Global Communication Program to create a personalized and unified customer communication strategy and design for products and subscriptions.
Children's books author and illustrator. Authored Books: Onomatopanameña(2021) Refranameños (2022) Diccionameño (2022) ABC de comida panameña (2023) Inglesistmos (2024)
As a product designer for B2B digital products, my position was divided into three parts: Designer, Strategist and Customer Success. As a designer: - Led user research efforts using design thinking methodologies to identify critical challenges in Panama's supply chain industry. - Conducted over 80 ideation meetings and user testing sessions to foster innovation and gather valuable feedback from internal team members as well as our users. - Created over 50 high-fidelity working prototypes for our 5 products (web and mobile) and established a design system using Figma ensuring a seamless user interface across platforms. As a product strategist and customer success manager: - Maintained a dynamic product roadmap, derived from market research. - Effectively coordinated the development and delivery of +60 project deliverables, in-house and with ERP connections, meeting deadlines while maintaining quality standards. - Ensured the highest quality standards by conducting thorough QA, user experience (UX), and user interface (UI) reviews in close collaboration with our team, resulting in the delivery of quality products.
Helped guide my team in discovering and developing the right product for our users by: - Making sure problems, solutions, and expected behavior were well-framed by documenting problem statements. - Creating user journeys, drawings and digital prototypes that validated our teams ideas and solved users problems. - Reviewed an extensive product backlog which fed into our processes and sprints every day, always pointing towards our company goals. - Helping the client transition into their new product by holding face-to-face workshops, onboardings and demos. - Communicating to our support team all new feature launches through proper documentation. Key Accomplishments: - Retained 670 users with 12 clients - Launched over 20 features - Launched 2 new products (mobile apps) and 3 web services (desktop apps)
- Managed a total of 26 projects, which includes websites, microsites, online games, banners, rich media banners, web applications, mobile applications, videos and social media assets. - Connected with on-site as well as remote (US-based) technical, creative, and client teams. - Collaborated with key stakeholders and department leads to define project objectives, gather requirements, plan resources, manage cost-time-scope constraints, determine dependencies, define deliverables, and delivery dates. - Prepared proposals, statement of work documents, post-mortem reports and progress reports on a regular and as-needed basis. Key projects and accomplishments: - NBC Captr'd (2016) - Video website submission page for a contest. - Subaru (2016): Facilitated the development of their website for their HQ in Camden. - Nickelodeon (2015-2017): Worked on numerous banner ad campaigns that included major events such as premiers of Henry Danger and Hunter Street, Kid's Choice Awards (2015), and a revamp for their 90's filled website channel called The Splat.