Freelancer profile translated to English.
Back to original languageAbout Lina
What I do for you:
I help redesign your organization and services starting from real usage patterns (clients & employees).
I clarify complex ecosystems and transform ambiguity into concrete decisions.
I manage transformation projects from start to finish (vision → operational).
I design and facilitate useful co-creation sessions (workshops, journeys, prioritization).
I train and coach your teams (Design Thinking, Service Design, facilitation).
Value for you
More accurate decisions, based on real usage (qualitative + data).
More fluid, useful, and sustainable experiences for your clients and employees.
A clear vision and a realistic trajectory (no out-of-touch concepts).
More autonomous teams aligned around the user.
A human-centered, structured, and actionable transformation.
Time commitment
Scoping or co-creation workshops: a few hours to 1 day.
Scoping / diagnostic mission: 2 to 4 weeks.
User research mission: Minimum 4 weeks.
Project support: 1 to several months depending on the ambition.
Team training / coaching: short formats or long-term programs.
French
Native or bilingual
English
Native or bilingual
Arabic
Native or bilingual
Can work on-site
Nice (up to 50km), Paris (up to 10km), Marseille (up to 10km)
Experience
- DEVOTEAMService Design LeadJanuary 2020 - December 2025 (5 years and 11 months)Paris, FranceDecathlon— Transformation of the organization towards a Journey Management model• Collaboration with the Head of Design Circular Economy• Support for organizational transformation towards a customer journey-oriented organization• Structuring and implementing a company-wide journey-centric approachServier— Support for optimizing internal processes• Optimization of incident management, demand management, and portfolio management processesOrange– Leading a strategic project: “Structuring the After-Sales Department”• Bringing 4 departments together to address a common issue (40+ participants)• Evaluating 6 existing service blueprints (all stakeholders in the after-sales service chain)• Building detailed target scenarios for these 6 blueprints• Building the target vision for the after-sales service of tomorrow by identifying 50 initiatives (short / medium / long term)• Prioritizing these initiatives into 3 development axes (IT / Organization / Processes)
- Playgrnd*Service DesignerSeptember 2018 - December 2019 (1 year and 3 months)Paris, FranceCofidis– Transformation of the organization towards a customer-centric culture• Identifying transformation projects and designing a cross-functional and agile governance• Designing the ideal experience for 8 customer journeys and renewing internal processes through co-creation and continuous improvement• Supporting change (backed by training and coaching actions)JA Delmas– Transformation of the company towards a human-centered model• Contribution to the definition and development of the customer experience (CX) strategy• Building the customer experience of tomorrow
- World Food Program (WFP)Service DesignerMarch 2018 - August 2018 (5 months).........................
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Education
- Design & Innovation - Strategic DesignInstituto Europeo di Design de Madrid (IED)2016
- Computer Graphics & Interactive MediaAcadémie Libanaise des Beaux Arts (ALBA)2014
Certifications
- Business DesigndMBA2022
- Leading UXUX-PM2023