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Designing for People & Planet
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Role: Senior Service Designer
Employer: LabX / AMA
Client: One Stop Shops
Overview: Designed initiatives that had a transformative role in enhancing the "Loja de Cidadão", Portugal's one-stop shop for public services, by embedding innovation and human-centred design into their operations. Through co-creation sessions and participatory design processes, my team and I have engaged a wide range of stakeholders, including public officials, citizens, and businesses, to identify and address real needs. This has led to the development of more accessible, inclusive, and efficient public services.
Impact: Significantly impacted the efficiency and user experience of Loja de Cidadão services through this innovative and user-centred approach, being by engaging citizens directly to identify and address key pain points in service delivery or by the redesign of processes to be more intuitive and accessible, or implementating solutions that streamline operations and reduced wait times. Our interventions have made Loja de Cidadão services more efficient, user-friendly, and aligned with the needs of the public
References:

• Citizen Shops Improvement Program
• Innovation is impossible without a change in culture
• AMA LabX Progress Report (Page 15)

Role: Design and Facilitation Lead
Employer: LabX / AMA
Client: Multiple
Overview: LabX created a Network of Innovators, which is a community of practice with 675 members from public administration. Within this community, I designed the framework, program and innovation governance model to apply to the Network of Experimentation Labs and dozens of Public Servants within the Portuguese public sector. This network aimed to foster a culture of experimentation and innovation across various government departments.
Impact: Established a collaborative ecosystem and platform for public sector innovation, enabling the sharing of best practices and facilitating the development of innovative public services.
Fostering a culture of innovation within the public sector. It has empowered over 10,000 citizens and 2,250 public servants through training and collaborative projects, resulting in improved service delivery and enhanced capacity for ongoing innovation.
References:

• Labs Network Overview
• Network of Experimentation Labs
• LabX - EIPAs first prize winner

Role: Design Lead
Employer: FutureEverything
Client: Partner organisations from the UK
Overview: Led the design and implementation of the Smart City Blueprint, using the city of Manchester as a testing bed, integrating Human-Centred Design (HCD) principles to address urban challenges and improve citizen experiences, in partnership with a cohort made by public authorities, universities and leading tech companies, developing innovative solutions that not only address immediate needs but also consider long-term environmental and societal sustainability.
Impact: Developed innovative solutions for urban infrastructure and services, enhancing overall city functionality and citizen engagement.
References:

• Co-creating a Smart City Blueprint
• Evaluation of Human-Centred Design in CityVerve
• Incorporating Human-Centred Design in CityVerve

Role: Design Lead
Employer: FutureEvertyhing
Client: Partner organisations from the UK and EU
Overview: GROW Observatory is a citizen-driven observatory project which aimed at empowering individuals and entire communities to take action on soil and climate issues across Europe and was named. I've facilitated multidisciplinary collaborations, bringing together artists, technologists, and other stakeholders to co-create innovative solutions.
Impact: Promoted community involvement in environmental monitoring and provided actionable insights, fostering sustainable practices and empowered farmer and food-growing communities to improve soil quality using low-cost sensors, an app, and satellite data.
References:

• Building a Citizen’s Observatory
• Cross-Sector Partnerships and Why
• Co-creation and Citizen Science

Role: Senior Service Designer
Employer: LabX / AMA
Client: One Stop Shops
Overview: Designed the concept of "Public Service as a Living Lab" to transform public services in Portugal. This approach involved using real-world environments to experiment, test, and refine public services in collaboration with citizens and public officials. The program operates in two phases: the first phase involves ethnographic research and co-creation sessions to identify user needs and pain points, while the second phase focuses on prototyping and testing solutions based on real-time feedback. This living lab environment fosters collaboration among citizens, public servants, and stakeholders, challenging traditional bureaucratic processes and encouraging innovative thinking.
Impact: Tangible improvements in service delivery, redesigning processes that became more intuitive and efficient, enhancing the overall service experience. Additionally, the program has instilled a culture of continuous improvement and HCD thinking within public administration, empowering public servants to seek innovative solutions actively reducing the risks associated with public sector innovation, and leading to more effective outcomes.
References:

• Blog: Public Services as a Living Lab
• Report: Public Services as a Living Lab (Portuguese)
• LabX Living Lab Project
• AMA LabX Progress Report (Page 23)

Role: Design and Research Lead
Employer: LabX / AMA
Client: Employment and Professional Training Institute (IEFP)
Overview: Lead the usability and UX assessments to enhance the user experience of the public employment portal, named IEFP Online, focusing on interface design and accessibility. It involved applying mixed research methods to understand the needs and pain points of users, combined with an heuristic analysis to identify key areas of improvement, which fed directly to the portal's development backlog.
Impact: The portal became more intuitive and user-friendly, making it easier for citizens to navigate and access employment services. Some of the metrics of the improvements led to a 75% increase in access from mobile devices, a 36% increase in applications for professional internships, a 49% increase in the number of new users, and a 25% reduction in dropout rates.
References:

• Employment Online Project
• Public Employment Portal Improvements

Role: Design Strategy Advisor
Employeer: EY
Client: FMCG Company
Overview: Provided strategic advisory for the Digital Transformation (DT) team of a leading FMCG company, focusing on enhancing digital tools and processes. The program has a sum of initiatives which aimed to improve internal processes, UX and operational efficiencies. Managed an external team of consultants who supported the DT program execution, which involved research, design, project and change management.
Impact: The program significantly improvement in process efficiency and a more cohesive digital culture within the organization, leading to enhanced employee engagement and productivity.

Role: Lead Learning Designer
Employeer: UCP
Client: N/A
Overview: Led the development and delivery of an advanced program on design, innovation, and transformation. This initiative was a collaboration between a Portuguese university, a local community of practice, and industry partners, aimed at bridging academia and industry needs.
Impact: Successfully launched and guided the program through five editions (and counting), establishing it as the first advanced program in these topics in Portugal. The program has significantly contributed to better preparing students for the challenges of the design and innovation industries.

Role: Design Strategy Advisory role
Employeer: EY
Client: Pharma company
Overview: Provided strategic advisory for my team delivering ResearchOps and digital transformation initiatives for a global Pharma company. The focus was advisory on optimising methods, tools and processes with user needs, enhancing system usability, creating a unified digital experience, and ensuring internal and external client satisfaction.
Impact: Advised on design strategies to standardise processes and improve the value delivered to employees with digital channels and touch pints. This guidance helped streamline digital operations, increase user satisfaction, and foster a more efficient, cohesive digital ecosystem within the company.

Role: Design Lead
Employeer: EY
Client: Multiple agencies in public sector
Overview: Led comprehensive research initiatives to identify opportunities for streamlining the public service journey for immigrants in Portugal. The focus was on enhancing key documents request process clarity and addressing critical barriers such as language and accessibility, utilising both primary and secondary research methodologies.
Impact: Developed actionable recommendations to significantly improve service efficiency and user experience. These improvements likely resulted in reduced wait times and enhanced access to essential information and support for immigrants, aligning with his role in driving impactful service design solutions

Role: Service Design Lead
Employeer: EY
Client: Public Sector Institute
Overview: Designed and managed the implementation of agile methodologies within a key Portuguese public sector institution, focusing on enhancing flexibility, responsiveness, and citizen-centric service delivery. Led cross-functional teams to co-design an agile framework who would support them breaking down organisational silos, foster collaboration, and reorient value creation around end-user needs. Conducted comprehensive research to identify opportunities and address key barriers such as hierarchical cultures, knowledge gaps and talent retention.
Impact: Developed a strategic agile transformation and change management program to overcome common obstacles in public sector agile adoption, including talent acquisition, organisational restructuring, and procurement process optimisation.

Role: Customer Loyalty Program Design Lead
Employeer: EY
Client: Insurance company
Overview: Developed a tailored loyalty program targeting high-value insurance clients. Leveraged data analytics and customer insights to design personalised services and exclusive benefits, focusing on enhancing the overall customer experience for affluent policyholders. Led cross-functional teams to create a seamless, multi-channel program that addresses the unique needs and preferences of this premium segment.
Impact: The program aimed at increasing customer loyalty and brand perception, driving higher engagement and retention rates among affluent clients.