Experience Lead – Ford Credit – 2019/2022
As an Experience Lead at Ford Credit, I had the unique opportunity to lead the conception and production of three transformative B2B apps, addressing critical challenges faced by the company:
1st Challenge:
Ford Credit lacked a streamlined platform for generating, sending, and receiving payments to 3rd party vendors, resulting in a time-consuming and error-prone paper-based process. The need for a solution was evident to enhance efficiency and accountability.
Output:
In response, we developed a modular web app that facilitated seamless payment transactions with 3rd party vendors while efficiently managing their accounting records. The app provided a central hub for payments, ensuring tracking and accuracy throughout the process.
2nd Challenge:
Ford Credit faced the task of migrating a legacy system built in AS400 that handled financing car proposals and approvals for their dealerships. This process was arduous and lacked real-time tracking and categorization.
Output:
To overcome this challenge, we designed a web app resembling a ticketing system. This app categorized proposals into different working queues based on their status, allowing efficient approval or rejection of financing car proposals. This digital solution played a pivotal role in Ford Motors’ shift to a comprehensive digital channel for selling their cars.
3rd Challenge:
Ford Credit sought to enhance their customer post-selling experience by providing improved, faster, and more accurate customer service, ensuring high levels of customer satisfaction. Output: To achieve this, we crafted a cloud-based app empowering Ford Credit agents to deliver enhanced post-selling services, addressing the most common customer needs. This personalized approach added significant value to the customer experience, fostering stronger customer relationships.
As the Experience Lead, I facilitated the collaboration of cross-functional teams, ensuring seamless integration of design principles and user-centricity in each app. Guided by the principles of design thinking, we drove innovation and user satisfaction through these impactful solutions. It has been a rewarding journey, witnessing the positive transformation and growth of Ford Credit’s services.
Experience Manager/Supervisor – Cognizant Spain – 2016/til now
During my tenure at Cognizant, I held the role of Team Supervisor, responsible for overseeing a team of five talented UX/UI designers. Guided by a passion for mentorship and fostering growth, I acted as a coach, empowering my team members to harness their creativity and excel in design practices. My role extended beyond project management, as I played a pivotal role in promoting a design-driven culture within the organization. By advocating for user-centricity and design thinking principles, I served as an internal leader, driving the adoption of human-centric design methodologies across various projects and teams.