Farewell Star Wars Galactic Starcruiser ExperienceStar Wars Galactic Starcruiser is ending and it is the right time for me to share my thoughts about my experience in a galaxy far far…Sep 8, 2023Sep 8, 2023
The Omnichannel Agent: The Future of Call Center RepresentativesRedesigning call centers to lower churn rates, increase customer satisfaction and brand loyalty is not net new. Call center demographics…Apr 1, 20231Apr 1, 20231
The vaccination rollout through the lens of service designAs I immerse myself in my new role in healthcare, I’ve started to collect some thoughts about the vaccine rollout plan and the impact on…Apr 15, 2021Apr 15, 2021
Strategic Design in a post-pandemic worldAs a service designer, my goal is to help facilitate stakeholders to create a vision for their organizations and how does that vision…Mar 3, 2021Mar 3, 2021
Asynchronous and synchronous communication challenges in a pandemic worldIt is no doubt that the current situation we are living in has transformed how we experience services. In some cases, it has accelerated…Jul 6, 2020Jul 6, 2020
Published inLusofoniaCarol Massa — uma designer Luso-Brasileira — compartilha suas lições sobre designer de serviços…Para quem é novo por aqui, Lusofonia é um dos projetos do Portugal Chapter, da Service Design Network dirigido a tod@s os Service DesignMay 29, 2020May 29, 2020
Published inLusofoniaCarol Massa — a portuguese brazilian designer — shares her lessons about doing service designer…This article is part of Lusofonia, an initiative of the Portugal Chapter of SDN directed to bring the voices of the e Portuguese-speaking…May 28, 2020May 28, 2020
Behind the visible lines of experience at Walt Disney WorldOne of the greatest moments of my 2019 was that I had the opportunity to take a backstage tour at Walt Disney World where I’ve learned…Jan 20, 20201Jan 20, 20201
Prototyping in Service Design takes a strategic formService design, at its core, tailors interactions between consumers and service providers through mediums that are designed to deliver a…Nov 3, 2019Nov 3, 2019
A recap on the talk: The Role of Service Design in Organizations at FusionConf UX EditionThis past week, I had the opportunity to speak at FusionConf UX Edition in Charlotte, NC, where I met not only UX designers ranging from…Apr 28, 2019Apr 28, 2019