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Work Background
Slice - Mobile Payment and Food MarketingCEO
Jan. 2017 - Aug. 2019Ciudad de México y alrededores, MéxicoAnalyze restaurant operation, food influencers' metrics and behaviors and potential user activities related to dining to launch a mobile app for ordering through everyone's phone. Design of go-to-market and user growth strategies. Design of the digital UX and other non-services. 3 direct reports. - Launching of a production unit as a complementing business to penetrate the gastronomic world. - People-Centered storytelling of Mexican young chefs that increased business for them through mini documentaries and recruited them as Brand Ambassadors. - Chosen to be part of Numa Accelerator's Batch17, creating our service design and UX area within the company.
International Committee of the Red CrossLead Service Designer
Jan. 2016 - Oct. 2020Presidente Masaryk 29 Piso 11Responsible for the organization's innovation projects that create services for vulnerable persons throughout Mexico and Central America and the products that enhance the user experience of my colleagues' fieldwork. 3 direct reports made the team achieve: - Design and implementation of the Self-Care Messages for Vulnerable Population service, based in Whatsapp technology (soon to be implemented in other countries). - Design and implementation of a markeplace-like service so vulnerable persons could receive legal assistance. - Design of interactive flashcards so Field Officers can document users' needs through storytelling which has generated in the design of better services. - Management of a 450K USD budget.
Ministry of Communications and TransportationCommunications Director
Nov. 2013 - Nov. 2014Author of the storytelling strategy to position the "Mexico Conectado" program as the tool to bring Internet connectivity to underserved communities. Systems Thinking implementation to map valuable stakeholders and establish the program's goals. Achievements: - Implementing design thinking methodologies to communication and launching events organization, including UX elements targeted for specific populations. - 2 times WSIS Award Winners. - Brought connectivity to schools in 5 states.
Enrique Peña Nieto's Presidential CampaignDeputy Coordinator of Migration Public Policy
Oct. 2012 - Dec. 2012Design and deliver a new human mobility-centered immigration public policy, based on the needs of the different foreign-born populations. Design and implement new UX around the services that help foreign-born populations to integrate into the country. Transform the immigration services into human user-centered ones to create social and economic benefits for the host country. 5 direct reports. Achievements: - Implement Systems Thinking to diagnose the "current state of affairs" through design thinking methodologies. - Creation of a stakeholder map of the organized civil society. - Create, plan and implement the launching of the UX enhanced new services.
National Migration InstituteDirector General of the Delegations Coordination
Mar. 2011 - Nov. 2012Homero 1832Analyze and redesign the services mi area provided for the 32 INM representations in the country, using a user-centric approach, to differentiate our work from the subpar assistance delivered by past administrations. 100+ direct reports. Achievement: - Diagnosis by applying ethnology to understand the user of airport immigration services to transform their UX. - Implement an enhanced UX immigration processes system that allowed a reduction in wait times, complying with the International Civil Aeronautics Organization (ICAO) of 35 min. - Managing an annual 1MD budget. - Cross-functional team management to organize the UN World Migration Forum. - 70% financial waste reduction of the INM representations. - All our government bid processes received cero regulatory observations.
National Migration InstituteOperations and Services Director
Mar. 2010 - Mar. 2011Design and implement services for the 32 INM representation offices in the country. Analyze the human and financial needs of these offices to create service to optimize their operation and push for a change in the work culture. Use Human-Centered Service Design to promote a new lens for public officers to treat and provide services for the users. 35+ direct reports. Achievements: - No regulatory observations on our 450K USD budget management. - Provide coaching workshops to every state representative, based on their needs and context of where they work.
AVYNA GAM
Mexico City
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