vincentgarcia

Collaborated with cross-functional teams to identify customer pain points and design solutions that improve the overall customer experience. Conducted customer research to gain insights into their needs, behaviors, and preferences, using these insights to inform customer experience design.

Developed the design process of projects related to security and home automation using Miro for collaboration and workshops. Worked with consumer insight & design research professionals to design and execute experiments, concept & usability testing to validate ideas and assumptions and gain insights & learnings. Shaped new product & service experiences from early concept to detailed design, across both the digital and physical domains. Participated in UX research, having designed Wizard-of-Oz tests with real users. Prototyping and testing ideas at various fidelities to iterate on solutions based on user feedback before full implementation.

Liaised between accommodation partners and customers, via phone and email, to resolve issues and provide a high level of customer service, resulting in a positive guest experience.

Provide frontline IT support requests resolution for hospital staff, resolving hardware (installation of PCs, printers, scanners, mobile devices and AV systems), software (M365), and network issues via phone, email, or in-person to minimize downtime in clinical environments. Manage and troubleshoot hospital-specific systems like electronic health records (EHR), and secure communication tools while adhering to GDPR/privacy standards. Document incidents in service management tools (ServiceNow, Jira), escalate critical issues affecting patient care, and perform routine maintenance on IT assets including desktops, printers, and VoIP phones administration. Create SOPs, Knowledge Bases and technical documentation on a shared Confluence, and canned response templates for tickets.