Languages:
Spanish
English
Volunteer:
Upwardly Global - Career Mentor
My design process:
I follow the "modern" ADDIE model, where I move from a waterfall method to a cycle. ADDIE is the main model that designers tend to follow, but it can be restrictive. Setting a cycle method, creates spaces for continuous evaluation (plus analysis, redesign, etc).
I also like to include these three main elements to the design process:
● Leading with empathy: If there is no user empathy, there is no useful design.
● Open collaboration: Always open to feedback and new ideas.
● Engage through storytelling: As media evolves, storytelling is placed at the heart of engaging with an audience.
Hello!
Welcome to my portfolio
I'm happy you're here! Let me tell you a bit about myself, my design process, and what I can bring to the table...
I'm a curious creative, and bilingual (ENG/SPA) professional with 4+ years of customer/ learner experience. I have a background in instructional design, and customer success. I was born in Caracas, Venezuela, and I'm passionate about content creation and user behavior.
"What can you bring to the table?"
I'll answer this question with the three points below.
● 4+ years of user/learner experience
My interests lie in content creation and user behavior. I really enjoy the process of creating experiences through continuous discovery and analysis of pain points, to help end users thrive. My first career interest was marketing, specifically the branding field. I loved the idea of being able to help customers connect with an idea or a product. This later transformed into helping learners. Both scenarios focus on understanding an audience in order to meet their needs. They all answer the famous question "How do we get from Point A to Point B"?
My career has revolved around the "user-customer-learner experience." The common theme in my career roles have been acting an advocate for X. X being both students, and clients. My educational background, as well as my experience working directly with end users, have helped me become a curious creative.
● Customer Success Consultant bonus
My experience working in the tech/telecommunications industry as a Customer Success Consultant, B2B has helped me improve my designer skills. In this role, I've used customer insights, feedback, data, and working cross-functionally with engineering, sales, product, legal, and other teams, to solve pain points across customer journey. I worked as a project manager throughout many client deliverables, so I understand agile methologies useful for instructional design. A consultant mindset helps instructional designers be proactive analyzers, instead of reactive e-learner creators to help their audience and SMEs.
Customer Success also helped me understand the importance of KPIs and setting measurable results. Even though I wasn't creating content for my clients, I did act as a facilitator during customer portal training sessions to guide them in understanding their products, billing, and trouble ticket options. Finally, this role made me become more conformable with change, which is inevitable in the world of designers.
● Passion for helping others
I've always aimed to help others. No matter who the audience is - customer, user or learner - I try to focus on understanding who they are, what they ask, and what they really need. Empathy is key in our world. Not only do I aim to help others at work, but in my personal time as well. In 2022 I joined Upwardly Global, an organization that helps immigrant and refugee professionals in the USA. I mentor candidates from different cultural backgrounds to help them find their next opportunity.