I specialize in orchestrating end-to-end service experiences that align customer needs with business goals. By leveraging journey management and co-creative methodologies, I ensure services deliver value at every touchpoint.

Core Competences:

Designing and optimizing service blueprints
Mapping and managing customer journeys across channels
Leading cross-functional workshops and co-creation sessions
Driving alignment between design, operations, and strategy
Leveraging data to refine touchpoints and resolve pain points

Below are some snapshots of the customer and user journey processes and maps from past years.

Mapping the installation and onboarding journey with hospital IT system admins in Rome, Italy, in 2019.

Patient journey at a labor and delivery unit mapped with corresponding UI screens and backend systems.

Learning journeys and certification workflows mapped for the Autodesk Design Academy.

Mapping the omni-channel journey for students and learners of Autodesk software

Designer’s Journey at Elisa Design (mapping the career and learning path for designers)