I am an award nominated designer who is dedicated, self-motivated and goal-oriented.
For the last eight years, I have been working with service, interaction, and research design in the private and public sectors. I graduated in Graphic Design and Business Management which is a great combination to balance analytical and creative thinking. I believe great projects come from hard work, collaboration, and planning. Designing better experiences, driving positive impact, and knowing that somehow I am improving the setting where we live is what makes me proud of my work.
Brazilian by heart and Italian by heritage, I am curious about the world and love questioning the status quo. My commitment to my projects and my drive to always deliver excellence led me to be shortlisted as a finalist for the Student Service Design Awards of 2017.
My approach is black and white, straightforward. I am the type of designer who loves spreadsheets and is not afraid to share work in progress and get feedback. I have worked in a team of designers or multi-disciplinary teams with product and delivery managers, user researchers, developers, and content designers. I advocate for user centred design wherever I go – from policy and operations to senior management teams.
As a leader, I guided a team of 15 contractors and permanent interaction, service, and content designers from various levels of seniority. I coached them to get the right answers themselves or by handholding them when needed.I also led recruitment, onboarding, and workforce planning.
I believe in the power of communities and the idea of sharing. I have experience creating safe and purposeful spaces for 50+ designers to collaborate, get feedback, and improve themselves.
Outside of work, I organized the Service Design Fringe Festival from 2018 to 2020; volunteered at the Service Design Global Conference, and joined the Global Service & Gov Jam as both organiser and participant.
Presentations and blogs
I often speak at conferences and enjoy writing about the work I do:
’When words aren’t enough’ at Service Design in Government Conference
’What does a user-centred consultation look like?’ at the International Design in Government Conference
’Personas are dead. Long live personas!’ at the UXR Conference in Canada
‘Designing for policy’ at London’s Service Lab
‘Design in Government’ at the Mozilla Festival
'Deep dive into Service Design in Government’ at the Women of Silicon Roundabout
Blog post: Supporting people with legal issues
Blog post: Your personas probably suck. Here’s how you can build them better.
What people say about me
“Calm. Pragmatic. Solution focussed. Builds good rapport and trust.”
“Carol is very intuitive, helpful and always see the bigger picture, joining the dots and connecting topics in the right way.”
“She has never shirked standing up in front of her team or wider stakeholder groups and has quickly developed a reputation for explaining complicated things simply and clearly.”
“Your are comfortable with ambiguity even though your preference is for when there is a clear plan of what is next to come ”