Freelancer profile translated to English.

Description

I help companies convinced of the quality of their product/service to **turn their negative customer feedback into improvement opportunities**.

👋 I am Estelle Specque, auser experience designerfor over 18 years.

Do you lack time, don't know how to do it, or have you tried everything to improve your satisfaction rating and are just going in circles?

I will help you understand what your customers' feedback really reveals and how to improve their satisfaction.

✍️What I do

Analysis of your Google and review platform feedback
Identification of recurring pain points
Customer journey audit (physical or digital)
Prioritization of high-impact improvements
Concrete and actionable recommendations

✍️How I do it

I combine:

customer feedback analysis,
journey observation,
UX methods,
user interviews when necessary,
and 18 years of experience in experience design.

My goal is not to make negative feedback disappear, but to understand what it says.

🤝For it to work

You need to be willing to question certain habits.

Feedback doesn't always provide the solution, but it often reveals where the problem lies. Together, we will transform these insights into concrete decisions to sustainably improve your customers' experience... and make the stars shine ⭐⭐⭐⭐⭐

My calendar is available for new clients.

I travel occasionally to your establishment(s) (Hauts-de-France - Lille Arras Amiens - and Île-de-France / Paris) to study on-site.

Industry field of expertise

Languages

English
Fluent
French
Native or bilingual

Workplace preferences

Can work on-site

Arras (up to 50km), Paris (up to 50km), Lille (up to 50km), Amiens (up to 50km)

GRDF
Head of UX/UI Pole
ENERGY AND UTILITIES
January 2025 - June 2025 (5 months)
Saint-Denis, France
Continuation of my mission at GRDF as Head of UX UI.
Handover of UX-UI activities and support for the team towards autonomy. Formalization of methods, project documentation, knowledge transfer on the Design System, user research, and design processes. Support for designers in taking back project leadership, to ensure project continuity after my departure and the sustainable diffusion of a user-centered culture.
User Experience Design UX Manager UX Diagnosis UX/UI Design UX Writing
GRDF - DOOC
On Malt
Head of UX/UI Pole
ENERGY AND UTILITIES
March 2024 - December 2024 (10 months)
Paris, France
Mission Extension:

Within the Omnichannel Customer Operations department (DOOC), in the digital delegation of about twenty people: Head of the UX/UI pole composed of 3 designers.

Collaboration with the Information Systems department and the Communication department.

CONSULTING & STRATEGY:
Diffusion of the GRDF brand image internally and externally via GRDF.design
Promotion and adoption of the GRDF Design System: merging of the 2 nascent DS into 1, participation in governance and evolution.
Acculturation and promotion of digital accessibility (RGAA) and eco-design (RGESN)
Diffusion of the user perspective to stakeholders
Development of UX/UI Design pole skills: implementation of user research, prioritization, recruitment
OPERATIONAL:
Adaptation, improvement, and creation of digital user journeys: user testing, co-design workshops, user flows, wireframes, mockups
Supervision of creations: visuals, infographics, newsletters, photo retouching
SCOPE: GRDF.fr, GRDF Customer Area, Cegibat, GRDF.design, Just decarb
UX/UI Design Design Manager Design System Figma RGAA
COLLECTIF M
On Malt
Facilitation of an introductory workshop on the Karpman triangle for CITEO
CONSULTING AND AUDITS
December 2023 - December 2023
Paris, France
Introduction workshop on the psychological dynamics of the dramatic triangle.
Listening to the team's needs
Presentation of the dramatic triangle and roles to identify them
Role-playing scenarios
Exercises to practice identifying different roles
Exiting the triangle and/or not entering it
Approach to NVC (Nonviolent Communication)
Workshop summary
Workshop Facilitation Pedagogy Human Psychology Synthesis Nonviolent Communication