👋 Hi, my name is Flaminia , I am a User Experience researcher and service designer.
My work focuses on Inclusivity
Currently:
Principal business Innovation coach at Sage
Some great clients and partners
I worked with
In my work you always find customer insights translated into solutions that are accessible, simple and innovative.
Selected work samples are below. See also: my LinkedIn profile.
Redesign cruise travel experience
Client: Silversea • 2020 • 8 months • Sector: Travel and turism
How might we create an immersive travel experience?
As a Service Designer at Sketchin, I worked on an amazing project to enhance the Basecamp on the Silver Origin for Silversea. Our goal? To create an unforgettable Galápagos experience for guests. Through extensive research and collaboration with Silversea, we leveraged technology and curated content to seamlessly blend on-site adventures with onboard interactions. It's been a journey of innovation, from concept to implementation, resulting in a unique and immersive experience for travelers.
My role
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Product Strategy
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User Researcher
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Facilitator
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Service designer
Build an innovation academy
Client: Sage, L&D • 2023 • 8 months • Sector: Software, Education
How might we create an powerful learning experience?
As a Principal business Innovation coach, I led the creation of Sage L&D's Innovation Academy. Over 12 weeks, our team pioneered this novel initiative, establishing a central hub for innovation tools and training. We meticulously analyzed industry best practices, mapped out content types, and crafted user personas and journey maps. Through iterative prototyping and testing, we ensured a user-centered design process, resulting in a live and thriving Innovation Academy. This project exemplifies our commitment to innovation and collaboration, driving meaningful change within Sage.
My role
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Project Lead
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UX Designer
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Facilitator
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Content Strategist
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Service designer
Create hybrid learning experience
Client: 24ORE Business School • 2021 • 14 weeks • Sector: Education
How might we reshape the educational ecosystem?
As a Service Designer at Sketchin, I deeply involved in reshaping 24Hbusiness school's educational ecosystem. Leading the research component, the project transformation spanned across four months. Our efforts resulted in a revamped learning experience, blending advanced profiling and search functionalities to boost lead generation. With a focus on user-centric design, we iteratively prototyped a modular interface and simplified the purchase journey. This project showcases our commitment to driving learning outcomes and facilitating growth at 24Hbusiness school.
My role
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Research Lead
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Service Designer
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User Experience Strategist
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Interviewer
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Facilitator
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Service designer
Enhance patient experience at GP
Client: Pfizer• 2017 • 12 weeks • Sector: Health
How might we help UK surgeries have less missed appointments?
As a Service Designer at Livework, I worked on an exciting project tackling the issue of missed appointments in UK surgeries. Pfizer entrusted us with this challenge, and we developed a robust solution, which we tested across seven surgeries throughout the country. Our innovative approach, now recognized as a Medical and Educational Grant by Pfizer, offers a three-hour workshop accessible on Pfizer.co.uk. Notably, after implementing our initial solution, there was a notable 14% decrease in missed appointment rates.
My role
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Research Lead
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Service Design Strategist
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Workshop Facilitator
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Interviewer
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Service designer
Renew energy contracts seamlessly
Client: E.on• 2017 • 12 weeks • Sector: Health
How might we help UK surgeries have less missed appointments?
As a Service Designer at Livework, I led the effort to reshape E.ON Italy's 'renew journey' amidst imminent market deregulation. Over 16 weeks, we engaged directly with customers, refining touchpoints to empower them with energy knowledge and enhance satisfaction. Through immersive field research and iterative prototyping, we tailored solutions to meet evolving customer needs. Stakeholder engagement remained central throughout, ensuring alignment and driving innovation. Operating bilingually in English and Italian, our face-to-face approach captured nuanced insights essential for success. The outcome? A revamped journey ready to navigate Italy's competitive energy market while delivering value and fostering loyalty.
My role
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Project lead
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Stakeholder Coordinator
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Interviewer
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UX researcher
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Service designer
My philosophy
01.
Iterate and test, better good enough prototype than nothing
02.
The user is never wrong- the design should be better
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03.
Inclusive design means better for everyone
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04.
Innovation is context related, look around what others do
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05.
Good design should benefits the business, users and context
How can I support you?
Three type of services I offer
Innovation
by Design
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Designing products & services based on users’ insights
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De-risking innovation investments by experimentation
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Responding to emerging trends
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Data driven recommendations
Design and facilitate
customized workshops
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Team retrospectives
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Team vision, mission and behaviours
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Aligning organisation around customer centricity
Coaching and mentoring teams
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Coaching for innovation
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Bringing increased organisational Agility
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Alignment through a shared vision and roadmap
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