Victor D.

We worked on improving the customer service tool by focusing on standardizing components, optimizing user journeys, and migrating the Design System. The goal was to reduce usability debt and ensure better consistency between interfaces.

Key missions:

• Design System Migration and Improvement: Implementation of a new component library on Figma, redesign of Design Tokens, and collaboration with developers for better integration.

• User Journey Optimization: Analysis of inconsistencies, workflow improvements, and adjustments based on field feedback.

• Co-design Workshops: Collaboration with PMs, Developers, UX Researchers, ADLs, and QAs to align business and technical needs.

• International User Testing: Studies conducted in Switzerland, Italy, Portugal, and Germany to validate and optimize the end-user experience.

• UX Documentation and Knowledge Transfer: Structuring centralized UX documentation on Figma, facilitating the adoption of new components, and improving inter-team communication.

I act as a consultant on design and application development issues using user-centered methodologies. My primary interests are:

• End-to-end product design management

• UX Research / Strategy

• Support for implementing UX methodologies within project teams

• Active listening to needs and facilitating communication between stakeholders

• Supporting managers and designers in applying UX best practices

• Fostering UX understanding within various organizations

Participation in two projects to design new features for the CRM tool aimed at supporting the bank's transformation for AXA Agents.

• Collaboration with decision-makers, business representatives, agents, employees, technical teams, and the project management team.

• Business audit and service analysis (Admin team, Front and Back Office).

• Requirement mapping and definition with the business.

• Organization and planning of workshops with various departments.

• Analysis of the existing platform and cross-functional features.

• Scoping and planning of UX support.

• Persona and scenario development.

• Process optimization and user journey definition.

• Ergonomic design of journeys and interfaces in wireframes.

• Creation of journey and interface prototypes using AXURE.

• Development of testing protocols.

• Recruitment of test users.

• Planning and organization of tests.

• Remote testing of prototypes with selected users.

• Test reporting and synthesis.

• Corrections and optimization of user journeys and ergonomics based on test results.

• Support for technical teams in implementing journeys and interfaces.