Case studies
Selected work
Three roles, three very different settings: a hotel floor, a global platform and an AI product. The same job each time: design the experience customers see, and the operations that deliver it.
Hotel ManagerHotel Paris · Punta del Este, Uruguay
A stay people came back for
The whole guest stay designed as one service, front-of-house and back-of-house, against five-star competitors.
- Service design
- Voice of the Customer
- Frontline training
50%+ returning guestsRead the case →
Lead Service & Member Experience DesignerTalenthouse · London (remote)
One member experience for nine merging platforms
A target-state member experience across a post-merger integration, and a member-centred redesign of a fintech product.
- Post-merger CX
- Member research
- Fintech
16M+ membersRead the case →
Founder & CX Research LeadAlavanz · Madrid
From 170+ interviews to an agentic AI product
Discovery research that changed the problem worth solving, and a multi-agent product validated with users.
- Discovery research
- Agentic AI
- User validation
Evidence-based pivotRead the case →