Over the last 12+ years, I’ve developed a holistic approach to customer experience, crafting strategies that integrate physical spaces, operations, digital touchpoints, tech enablers, service models, and brand narratives.
Currently based in Mexico City, I previously lived and worked in New York City, Copenhagen, Milan, and São Paulo. I hold a B.Sc. in Economics for the Creative Industries and a M.Sc. in International Business.
I help brands reimagine how people experience their physical presence - whether a store, office, museum, or hotel.
METHODOLOGY
To deliver seamless experiences in physical space, I’ve mapped eight critical levers that the strategy process must orchestrate cohesively.
EXPERTISE
CX Strategy
Physical-Digital Integration
Service Design
Consumer Research
Brand Strategy
Innovation Consulting
PROCESS
1.
2.
3.
4.
5.
Goal Definition
STAKEHOLDER INTERVIEWS
ANALYSIS OF EXISTING DATA
RESEARCH PLAN
VISIONING WORKSHOP
Research
BENCHMARKING
TREND & COMPETITIVE ANALYSIS
SURVEYS
IDIS & FOCUS GROUPS
JOURNALING & ETHNOGRAPHY
Strategic Alignment
POSITIONING
AUDIENCE DEFINITION
JOURNEY MAPPING
KPI DEFINITION
EXPERIENCE PILLARS
Design Brief
EXPERIENCE TACTICS
KIT-OF-PARTS
EXPERIENCE COMPONENTS
ZONING
SPACE PLANNING
Implementation
DESIGN EXECUTION
PROTOTYPE & TEST
PILOT ROLL-OUT
SCALE