Citi's Collections & Recovery Business
Citi's Collections & Recovery Business
AECSA BPO Certified B Corporation™
Company
Citi's AECSA
Citi's AECSA
Role
User experience designer
User experience designer
Expertise
Financial
OPORTUNITY
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Plan facilitated directed design sprints, and prototypes to refine the user experience.
UX Design | Wireframing | Prototypes
Facilitation | Empathy Map
DISCOVERY
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
We researched to update BPO processes, contributing to Citi's Collections & Recovery Business Control division.
Helped AECSA BPO achieve Certified B Corporation™ status, the first in the industry across Latin America.
Plan facilitated directed w design sprints, and prototypes to refine the user experience. UX Design | Wireframing | Prototypes | Facilitation | Empathy Map
Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
This initiative aims to foster a strong sense of belonging among new employees and provide well-founded recommendations for the stakeholders and investors.
MY ROLE
I was the lead solo designer for this project from the initial research to prototyping. Throughout this process, I received support from a customer knowledge specialist from Citi, the department director of the BPO. This collaboration allowed us to establish trust and hire additional designers, ensuring the entire strategy was implemented smoothly and efficiently.
CHALLENGE
The Citi legal BPO Brand and Website urge a fresh approach to empathize effectively with their end-users.
Department Directors and Project Managers: Define and start Sprint Two.
Work closely with key team leaders inside the BPO to learn how to apply proper field research.
DISCOVERY
Led empathy map sessions as a central discovery methodology to help BPO representatives surface challenges, align on user needs, and identify opportunities for improvement.
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
Recovery directors at the BPO identified a critical increase in end users’ delinquent accounts, including highly complex emotional cases such as suicide threats from clients.
This level of pressure was also reflected in empathy maps, which revealed that many employees responsible for debt recovery were experiencing serious challenges in performing their roles.
In some cases, employees were dismissed for not communicating those difficulties to their supervisors in a timely manner.
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
Skills
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
RESULT
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
Surfaced critical emotional and operational pain points through empathy map sessions, helping leaders better understand the realities faced by debt recovery teams.
Improved visibility into frontline employee challenges, creating stronger alignment between recovery directors, supervisors, and BPO representatives.
Identified high-risk service gaps in cases involving emotionally complex customer interactions, including suicide threats and other highly sensitive recovery scenarios.
Strengthened decision-making through research-led insights, enabling the organization to address process friction and improve the overall employee experience.
Supported organizational transformation at scale, contributing to AECSA BPO’s evolution into the first Certified B Corporation™ BPO in Latin America.
Created a stronger foundation for more human-centered recovery operations, balancing business performance with employee wellbeing and service responsibility.
RESULT
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
Surfaced critical emotional and operational pain points through empathy map sessions, helping leaders better understand the realities faced by debt recovery teams.
Improved visibility into frontline employee challenges, creating stronger alignment between recovery directors, supervisors, and BPO representatives.
Identified high-risk service gaps in cases involving emotionally complex customer interactions, including suicide threats and other highly sensitive recovery scenarios.
Strengthened decision-making through research-led insights, enabling the organization to address process friction and improve the overall employee experience.
Supported organizational transformation at scale, contributing to AECSA BPO’s evolution into the first Certified B Corporation™ BPO in Latin America.
Created a stronger foundation for more human-centered recovery operations, balancing business performance with employee wellbeing and service responsibility.
Citi's Collections & Recovery Business
Citi's Collections & Recovery Business
AECSA BPO Certified B Corporation™
Company
Citi's AECSA
Citi's AECSA
Role
User experience designer
User experience designer
Expertise
Financial
OPORTUNITY
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Plan facilitated directed design sprints, and prototypes to refine the user experience.
UX Design | Wireframing | Prototypes
Facilitation | Empathy Map
DISCOVERY
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
We researched to update BPO processes, contributing to Citi's Collections & Recovery Business Control division.
Helped AECSA BPO achieve Certified B Corporation™ status, the first in the industry across Latin America.
Plan facilitated directed w design sprints, and prototypes to refine the user experience. UX Design | Wireframing | Prototypes | Facilitation | Empathy Map
Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
This initiative aims to foster a strong sense of belonging among new employees and provide well-founded recommendations for the stakeholders and investors.
MY ROLE
I was the lead solo designer for this project from the initial research to prototyping. Throughout this process, I received support from a customer knowledge specialist from Citi, the department director of the BPO. This collaboration allowed us to establish trust and hire additional designers, ensuring the entire strategy was implemented smoothly and efficiently.
CHALLENGE
The Citi legal BPO Brand and Website urge a fresh approach to empathize effectively with their end-users.
Department Directors and Project Managers: Define and start Sprint Two.
Work closely with key team leaders inside the BPO to learn how to apply proper field research.
DISCOVERY
Led empathy map sessions as a central discovery methodology to help BPO representatives surface challenges, align on user needs, and identify opportunities for improvement.
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
Recovery directors at the BPO identified a critical increase in end users’ delinquent accounts, including highly complex emotional cases such as suicide threats from clients.
This level of pressure was also reflected in empathy maps, which revealed that many employees responsible for debt recovery were experiencing serious challenges in performing their roles.
In some cases, employees were dismissed for not communicating those difficulties to their supervisors in a timely manner.
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
Skills
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
RESULT
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
Surfaced critical emotional and operational pain points through empathy map sessions, helping leaders better understand the realities faced by debt recovery teams.
Improved visibility into frontline employee challenges, creating stronger alignment between recovery directors, supervisors, and BPO representatives.
Identified high-risk service gaps in cases involving emotionally complex customer interactions, including suicide threats and other highly sensitive recovery scenarios.
Strengthened decision-making through research-led insights, enabling the organization to address process friction and improve the overall employee experience.
Supported organizational transformation at scale, contributing to AECSA BPO’s evolution into the first Certified B Corporation™ BPO in Latin America.
Created a stronger foundation for more human-centered recovery operations, balancing business performance with employee wellbeing and service responsibility.
RESULT
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
Surfaced critical emotional and operational pain points through empathy map sessions, helping leaders better understand the realities faced by debt recovery teams.
Improved visibility into frontline employee challenges, creating stronger alignment between recovery directors, supervisors, and BPO representatives.
Identified high-risk service gaps in cases involving emotionally complex customer interactions, including suicide threats and other highly sensitive recovery scenarios.
Strengthened decision-making through research-led insights, enabling the organization to address process friction and improve the overall employee experience.
Supported organizational transformation at scale, contributing to AECSA BPO’s evolution into the first Certified B Corporation™ BPO in Latin America.
Created a stronger foundation for more human-centered recovery operations, balancing business performance with employee wellbeing and service responsibility.
Citi's Collections & Recovery Business
Citi's Collections & Recovery Business
AECSA BPO Certified B Corporation™
Company
Citi's AECSA
Citi's AECSA
Role
User experience designer
User experience designer
Expertise
Financial
OPORTUNITY
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Lead AECSA BPO achieve Certified B Corporation™ status
the first in the industry across Latin America.
Plan facilitated directed design sprints, and prototypes to refine the user experience.
UX Design | Wireframing | Prototypes
Facilitation | Empathy Map
DISCOVERY
Spearheaded a human-centered design initiative to develop a mobile-first portal solution for Citi, which benefited over 5,400 employees and 470,000 users.
We researched to update BPO processes, contributing to Citi's Collections & Recovery Business Control division.
Helped AECSA BPO achieve Certified B Corporation™ status, the first in the industry across Latin America.
Plan facilitated directed w design sprints, and prototypes to refine the user experience. UX Design | Wireframing | Prototypes | Facilitation | Empathy Map
Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
We see great potential in establishing an innovation department dedicated to conducting extensive research through empathy maps and persona creation.
This initiative aims to foster a strong sense of belonging among new employees and provide well-founded recommendations for the stakeholders and investors.
MY ROLE
I was the lead solo designer for this project from the initial research to prototyping. Throughout this process, I received support from a customer knowledge specialist from Citi, the department director of the BPO. This collaboration allowed us to establish trust and hire additional designers, ensuring the entire strategy was implemented smoothly and efficiently.
CHALLENGE
The Citi legal BPO Brand and Website urge a fresh approach to empathize effectively with their end-users.
Department Directors and Project Managers: Define and start Sprint Two.
Work closely with key team leaders inside the BPO to learn how to apply proper field research.
DISCOVERY
Led empathy map sessions as a central discovery methodology to help BPO representatives surface challenges, align on user needs, and identify opportunities for improvement.
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
Recovery directors at the BPO identified a critical increase in end users’ delinquent accounts, including highly complex emotional cases such as suicide threats from clients.
This level of pressure was also reflected in empathy maps, which revealed that many employees responsible for debt recovery were experiencing serious challenges in performing their roles.
In some cases, employees were dismissed for not communicating those difficulties to their supervisors in a timely manner.
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
Skills
01.
UI Design
02.
UX Design
03.
Web Design
04.
Framer
05.
After Effects
06.
Adobe Photoshop
Languages
01.
English
02.
French (Native)
RESULT
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
Surfaced critical emotional and operational pain points through empathy map sessions, helping leaders better understand the realities faced by debt recovery teams.
Improved visibility into frontline employee challenges, creating stronger alignment between recovery directors, supervisors, and BPO representatives.
Identified high-risk service gaps in cases involving emotionally complex customer interactions, including suicide threats and other highly sensitive recovery scenarios.
Strengthened decision-making through research-led insights, enabling the organization to address process friction and improve the overall employee experience.
Supported organizational transformation at scale, contributing to AECSA BPO’s evolution into the first Certified B Corporation™ BPO in Latin America.
Created a stronger foundation for more human-centered recovery operations, balancing business performance with employee wellbeing and service responsibility.
RESULT
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
The human-centered service redesign and research-driven process improvements led to meaningful gains in operational clarity, employee support, and recovery performance:
Surfaced critical emotional and operational pain points through empathy map sessions, helping leaders better understand the realities faced by debt recovery teams.
Improved visibility into frontline employee challenges, creating stronger alignment between recovery directors, supervisors, and BPO representatives.
Identified high-risk service gaps in cases involving emotionally complex customer interactions, including suicide threats and other highly sensitive recovery scenarios.
Strengthened decision-making through research-led insights, enabling the organization to address process friction and improve the overall employee experience.
Supported organizational transformation at scale, contributing to AECSA BPO’s evolution into the first Certified B Corporation™ BPO in Latin America.
Created a stronger foundation for more human-centered recovery operations, balancing business performance with employee wellbeing and service responsibility.