I craft digital products with experiences that work and delight.

Secure, Fast Bank Details Updates for Merchants

The process for updating bank details for merchants affiliated with Ticket’s network was vulnerable, bureaucratic, and unintuitive, requiring constant support calls. This led to user frustration, fraud risks, and high operational costs for the company.

-1h20

12,5%

active users

digital process time

My work

4,04

CSAT (Customer Satisfaction Score)

• Diagnosed and documented usability flaws and inconsistencies in the legacy Merchant Portal.

• Collaborated on persona mapping and conducted stakeholder interviews to understand pain points across merchant profiles.

• Redesigned the interface into a self-service flow, improving efficiency.

  Implemented auto-validations to minimize errors and rework.

• Partnered closely with developers to ensure seamless implementation aligned with the Bootstrap design system.

Self-Service Merchant Onboarding for Ticket Merchant Network

Ticket's merchant onboarding process was manual, bureaucratic, and fraud-prone, requiring phone contact and email document submissions. This created frustration and high drop-off rates among merchants.

97%

automated approval rate

13%

conversion

-17%

drop off rate

• Designed automated validation flows to streamline approvals.

• Accelerated feature delivery by adopting Delaunay (Ticket’s Design System).

• Collaborated with security and legal teams to balance usability and anti-fraud compliance.

• Delivered high-fidelity prototypes, flowcharts, and dev handoff documentation.

• Implemented Hotjar monitoring for rapid journey optimizations.

Empowering CX Teams with Autonomous User Management & Survey Platform

Previously, survey distribution and user management for Medallia users without Salesforce access was manual, fragmented, and tech-dependent. Data loss across Medallia, Salesforce, Power BI, and Tableau compromised result reliability and CX team autonomy. We built a scalable platform to restore control.

90%

-95%

100%

process automation

tech-team dependency

autonomous survey configuration

• Led agile discovery with stakeholders (acting as interim product owner)

• Partnered with PO to prioritize high-value features

• Ensured React Design System compliance for dev teams

• Facilitated co-creation workshops with product, devs, and stakeholders

• Designed user journeys, IA, and UX copy

• Delivered high-fidelity interactive prototypes for usability testing

• Created comprehensive handoff documentation

• Defined survey automation logic

Tableau Dashboard Customization Through UX Research

Our client adopted Tableau for data visualization, but employees struggled with data interpretation despite training. Heuristic analysis revealed the layout failed to highlight role-specific KPIs and used unfamiliar terminology, slowing decision-making.

• Conducted in-depth research with 16 users to identify pain points

• Facilitated co-creation workshops to validate improvement hypotheses

• Redesigned the information architecture for faster data comprehension

• Delivered technical implementation guides for seamless execution

• Strategic UX Design Management (ESPM)

• UX, Research & Design System courses (Mergo, Tera, Aprender.Design, Meiuca)

• Industry knowledge: Financial services; Industrial; Consulting; Startups; B2B/B2C SaaS

• Platform experience: Salesforce; Tableau; Automation tools; Compliance systems

• Product domains: Process automation; People management; Logistics; Fraud prevention; Commercial planning

• Built my first digital interface with Microsoft FrontPage (2003)

• Cut my teeth on web customization via Myspace CSS hacking

About me

Tools I master

Let’s build delightful products together!