HELLO, I’M
FLORENCIA LÓPEZ I’m highly motivated employee, always eager in learning new ways to improve and develop my knowledge. Since 2012 I’ve been working in the UX area applying agile methodologies and working in the full UX lifecycle from user research to interface design to provide an efficient and responsive solution. UCD mindset Agile methodology Team & individual work
Benchmarking research User flows and journeys Interview and user testing
Curriculum Vitae
Wireframes & interactive prototypes Visual patterns and styleguides Functionality definition
UX Portfolio
FLORENCIA LOPEZ
CURRICULUM VITAE
SR. UX DESIGNER ACCENTURE | 10.2018 - PRESENT • Translate business goals and testing insights into simple and integral solutions. • Carry out interviews and construct personas in the discovery phase
WORK EXPERIENCE
• Wireframe, prototype, iterate and create hi-fidelity designs. • Direct interaction with managers and stakeholders. • Validate different hypotheses by A/B testing.
SSR. UX DESIGNER POSSIBLE | 05.2016 - 10.2018 • UX Project lead for Microsoft. Support and coaching. (4 people) • Direct interaction with clients to identify application requirements. • Benchmark, research, conceptualization, and design of wireframes. • Designing interaction and visual patterns for both web and mobile interfaces. • Defining a product’s architecture information.
QA ANALYST WUNDERMAN | 05.2015 - 05.2017 • Functional and visual analysis of the user experience of the L’Oréal USA site. • Assurance of the requirements review and how they affect the experience.
WORK EXPERIENCE
• Collect and manage testing data of mobile performance. • Ensure that all defects are reported, analyzed, and scaled properly when necessary.
UX DESIGNER MERCADOLIBRE | 02.2012 - 05.2015 • Produce high-quality UX deliverables such as detailed wireframes, user flows and prototypes. • Perform user research and user testing as well as develop empathy maps to fully understand the user. • Ensure a consistent experience across platforms and devices. • Analyze user flows and sale funnel to improve the experience
UX DESIGNER FOR CX MERCADOLIBRE | 02.2012 - 05.2015 • Analysis of cases and use flows. • Implement improvements in self-management channels.
WORK EXPERIENCE
• Design of wireframes and high fidelity mocksup for several devices. • Understand qualitative research methods; • Work closely within a multidisciplinary team, including web developers and programmer
REP. SR. DE POLÍTICAS Y REGLAS MERCADOLIBRE | 02.2011 - 02.2012 • Control of the publications of the site. • Analysis and proposition of improvements of the norms and processes. • Follow-up of personal and group goals. • Organization of work teams.
LANGUAGES STUDIES LANGUAGES COURSES
STUDIES
ENGLISH - Intermediate-advanced
GRAPHIC DESIGNER - UBA
PORTUGUESE - Basic
2010-Present
COURSES CREATIVE PROCESSES
BASIC HTML 5 & CSS 3
02.2013 - 12.2013
10.12 - 12.12
S贸tano Blanco
Educaci贸n IT
JAVASCRIPT & JQUERY
LAYOUT WITH CSS & DIVS
05.2013 - 07.2013
10.12 - 12.12
Educaci贸n IT
Educaci贸n IT
BASIC SKETCH
BASIC GOOGLE ANALYTICS
05.2013 - 06.2017
07.2017 - 07.2017
Possible Workshop
Possible Workshop
SOFTWARE ILLUSTRATOR
INVISION
PHOTOSHOP
BALSAMIQ MOCKUP
INDESIGN
SKETCH
FIREWORKS
FIGMA
FLORENCIA LOPEZ
UX PORTFOLIO
THIS IS MY PROCESS
MY WORK PROCESS Learn Deliver
1.
LEARN
2.
EXPLORE
3.
SELECT
4.
DEVELOP
5.
REFINE
6.
DELIVER
Explore
Refine
Select Develop
Gain knowledge of users, context, technologies, gather user data, research competitive products, conduct interviews and filed studies.
Build user profiles on gathered data, produce materials that will aid the outlining of the project, site maps, screen flows, navigation models, task flows, user journeys, scenarios. Conduct interviews and filed studies.
Evaluate, test, and select wireframe concepts for prototype development.
Create design specifications and evolve concept/wireframes into full design solution
Evaluate design with stakeholders to obtain feedback and conduct usability testing.
Complete design and produce deliverables.
WHAT I’VE WORKED ON
MERCADOLIBRE - CHARGEBACK
Date & platform: June, 2013 | Desktop & Mobile The challenge: Users of the site occasionally discover a purchase they believe they’ve never made and refuse to pay it. The credit card holder informs Mercadolibre about this anomaly, and consequently, their accounts get suspended. Until this reform, a representative checked every case individually and if the user never contacts customer service, the only picture he had was an email and a big signboard informing his suspension.
What we did: We evaluate the possibilities the user could have to fix his situation. He will still need customer support if his card was stolen, but he also could not have identified the “Mercadopago” charges as a previous purchase. He could also just pay the amount and go back to normal.
Why UX was important: We improved the communication with the user and we made a more intuitive platform with details of where the charge came from, as well as how much he’ll need to pay and we gave the option to pay right away. This way, we reduced the contacts with customer service to a -40% and made a big improvement in the overall NPS of the Customer Service section.
MERCADOLIBRE - CHARGEBACK Web mobile actions adaptations
MERCADOLIBRE - CUSTOMER SERVICE CHAT & CHATBOT
Date & platform: October, 2013 | Desktop & Mobile The challenge: Reduce the number of consults to customer service, giving instant support to pressing matters for the customer answering quick questions that would improve the satisfaction and help understand the functioning of the site for the user.
What we did: We created a chat attended by a specific team that will answer the users in real time during operating hours. We also developed a self-learning chatbot for nonoperating hours, that will facilitate quick answers to simpler questions.
Why UX was important: The proposal came from the UX team, to reduce the ammount of contacts with customer service about simple matters. We analised case by case the most common questions and presented the necessity of a specialized group for the human chat.
MERCADOLIBRE - CUSTOMER SERVICE CHAT & CHATBOT Chatbot | Chat with a representative
MERCADOLIBRE - WISHLIST WEB MOBILE
Date & platform: March, 2014 | Mobile The challenge: The wish list wasn’t responsive or useful on mobile devices. When accessed from a smartphone, it would display a small version of the desktop view, but the buttons weren’t actionable, making it completely useless.
What we did: We redesigned the wishlist section to a web mobile version, including details of the publication as well as taking into account all the most important actions for each kind of publication.
Why UX was important: We had to be specially carefull with the different kinds of publications, as well as identify the main goal of each of them (buy on sellling vs consult in services). Also, there was a meticulous invesigation of all the flows and how they could affect the different users and states of the publication.
MERCADOLIBRE - WISHLIST WEB MOBILE Price to arrange (services) | Free shipping | Auction | Paused publication
MERCADOLIBRE - QUESTIONS TO THE SELLER
Date & platform: November, 2014 | Mobile & Desktop (mobile first) The challenge: Improve the way we display the questions to the sellers, having a mobile first approach, as several of them used these devices to stay in permanent contact. Also, before this redesign, once the question had been answered it was removed from the list and the seller lost all tthe chat history he had with the potential buyer.
What we did: We redesigned the questions section to a web mobile version, including a detail page for each question with the previous chat history, quick access to their stock, and other actions that might be useful depending on the type of publication.
Why UX was important: We had to make several tests with real users and employees of the site, to understand which information they considered more important to be display in a small screen. Also, a similar innitiative was being developed by the mobile-app team, so we had to make sure that the user had a consistent experience on desktop, on web mobile, and on the app.
MERCADOLIBRE - QUESTIONS TO THE SELLER Detail of the question | Previous questions | Available actions for services | Check stock for quick answer
MERCADOLIBRE - CHANGE DELIVERY OPTIONS
Date & platform: January, 2015 | Desktop The challenge: Evaluate how viable was to give the user the possibility of changing the delivery options of several publications with one massive action. This was driven by the necessity of convert more users to use the Mercadoenvios service, most specifically the free shipping option.
What we did: We designed several options and tested it with real users trying to include all the problematics that the different publications could have. For example, some categories sell such big products that cannot offer free shipping. Same for some kind of publications such as free publications or services.
Why UX was important: We made real contact with actual users and have several tests and interations to know their opinions and how they used the massive actions. The input they gave us wasn’t only useful for this project, but for several others too. At the end, the project was deprecated as we understood the users didn’t find it useful the function and it wasn’t the best way to promote the service.
MERCADOLIBRE - NEW USERS RESEARCH High resolution version
Date & platform: March, 2015 The challenge: Understand the users of the site, most specifically the new users. What’s their experience on the site, what are their fears and problematics and from this, gain knowledge to focus on new initiatives and projects for the next quarter.
What we did: Randomly we choose three users on two different stages. The stages were determined for the ammount of sellings on the site, so we had a group of new users and other of intermediates. We chatted with them, asked them to share their screen in several occasions to identify together the friction points, and also requested that send us by email their comments and thoughts for one month to construct a user’s diary.
Why UX was important: UX was present on all the stages and interviews, as well as followed closely all the entries on the “user’s diary”. With all the gathered data, we finally made an empathy map with the stages a user goes through and the most conflictive stages of each step. This helped to understand from the source how the users of the site operate and think, as well as discover they doubts and fears operating the site.
POSSIBLE ARG. - MSC CRUISES CHINA
Date & platform: July, 2017 | Desktop & Mobile The challenge: Make a complete makeover of the local cruise page for the China market in one month. Because of the short time we had and the, we couldn’t produce content specifically for this page, so we had to mostly constantly make checks with the client about each section of the page.
What we did: For the content, we worked with the UK general aspects and reused the information given there about the specific ships available on the Chinese market. We worked on a modular way, creating about 25 modules and worked with page templates to not design each page and earn us production time. It was also important to take into account the Chinese style of the competitors’ web pages.
Why UX was important: We had to make a deep work of information architecture to evaluate how the information available on the UK site will be useful for the Chinese market. Also, it was a redesign of a full site implemented on one month, so we worked against the clock with a limited amount of modules, making an instructive to explain how the different templates of pages will able to cover the not-designed pages.
Original website
POSSIBLE ARG. - MSC CRUISES CHINA Fleet page wireframe & final design | Ship page wireframe & final design
POSSIBLE ARG. - OPEL - QUANTUM CLASSIC LIMITED EDITION
Date & platform: August, 2017 | Desktop & Mobile The challenge: Create a one-pager lading page for the Opel’s Black Edition focusing on the details of the car, what makes these models special and visualize them in a way you have the feeling your gaining something “on top”.
What we did: The UX Team worked on the creation of a concept proposal for the product landing page. In order to do so, we’ve conducted an extensive online research and benchmark, finally deciding to create a proposal that combines the minimalist style of the Apple website with the way the Tesla website features the characteristics of the car.
Why UX was important: To identify the main characteristics of the car and create a clear hierarchy of the elements focusing on the details but also giving a general overview of the car. With this strategy, we guaranteed interest of the expert user and everyone else who could be interested in those models.
Original website
POSSIBLE ARG. - OPEL - QUANTUM CLASSIC LIMITED EDITION Microsite page wireframes & final design
POSSIBLE ARG. - RÜSCHENBECK
Date & platform: September, 2017 | Desktop & Mobile The challenge: Rüschenbeck website needed to encourage the exploration of the site and organize the content around the client’s most common actions. In terms of look and feel, the site felt dated. Also, there were no clear navigational elements that inform the user of their current location or how to navigate backward.
What we did: A highly dynamic, modern, and interactive platform allowing the user to discover the products and brands the site has to offer. The website content relies on the visual and aesthetic side of communication to transmit the value of the products and encourages and facilitates product discovery in order to accommodate and serve all different types of consumers.
Why UX was important: We created an experience focalized on the product that allowed the users to quickly identify the product that better suits their specific wants/needs. To do so, we’ve conducted an extensive benchmark and we put our focus on selling through the visuals.
Original website
POSSIBLE ARG. - RĂœSCHENBECK Homepage wireframes & final design | Product page & final design
POSSIBLE ARG. - MICROSOFT
Date & platform: October, 2017 | Desktop & Mobile The challenge: As a series of several projects, Microsoft needed to create an interactive ebook that helped the user to chose the right set of tools according to the user necessities. This interactive ebook also has a static version that can be downloaded in pdf format.
What we did: After proposing several references, we went for a “choose your own path� platform. In collaboration with the copywriting team, we created an answer matrix. On screen, we presented the user with two main scenarios, and then other sub-scenarios so he can choose the one fits him better until reaching the final solution.
Why UX was important: We went from a reading, static experience to a gamification experience, where the user reads a short amount of copy and feels identify with the situation. We went from a distant and explanatory experience to a ludic and customized experience.
User flows of each selection
POSSIBLE ARG. - MICROSOFT Home page wireframe & final design
POSSIBLE ARG. - MICROSOFT Solution page wireframe & final design
THANK YOU
FLORENCIA LÓPEZ
1556621146
franzinera68@gmail.com
/franzinera
Villa Crespo CABA- Arg