Carol Massa – Medium

Carol Massa

Farewell Star Wars Galactic Starcruiser Experience

Star 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…

6 min readSep 8, 2023

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Farewell Star Wars Galactic Starcruiser Experience

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Carol Massa

The Omnichannel Agent: The Future of Call Center Representatives

Redesigning call centers to lower churn rates, increase customer satisfaction and brand loyalty is not net new. Call center demographics…

4 min readApr 1, 2023

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The Omnichannel Agent: The Future of Call Center Representatives

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Carol Massa

The vaccination rollout through the lens of service design

As 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…

4 min readApr 15, 2021

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The vaccination rollout through the lens of service design

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Carol Massa

Strategic Design in a post-pandemic world

As a service designer, my goal is to help facilitate stakeholders to create a vision for their organizations and how does that vision…

3 min readMar 3, 2021

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Strategic Design in a post-pandemic world

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Carol Massa

Asynchronous and synchronous communication challenges in a pandemic world

It is no doubt that the current situation we are living in has transformed how we experience services. In some cases, it has accelerated…

4 min readJul 6, 2020

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Asynchronous and synchronous communication challenges in a pandemic world

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Carol Massa
in
Lusofonia

Carol 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 Design

7 min readMay 29, 2020

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Carol Massa — uma designer Luso-Brasileira — compartilha suas lições sobre designer de serviços…

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Carol Massa
in
Lusofonia

Carol 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…

7 min readMay 28, 2020

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Carol Massa — a portuguese brazilian designer — shares her lessons about doing service designer…

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Carol Massa

Behind the visible lines of experience at Walt Disney World

One 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…

5 min readJan 20, 2020

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Behind the visible lines of experience at Walt Disney World

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Carol Massa

Prototyping in Service Design takes a strategic form

Service design, at its core, tailors interactions between consumers and service providers through mediums that are designed to deliver a…

6 min readNov 3, 2019

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Prototyping in Service Design takes a strategic form

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Carol Massa

A recap on the talk: The Role of Service Design in Organizations at FusionConf UX Edition

This past week, I had the opportunity to speak at FusionConf UX Edition in Charlotte, NC, where I met not only UX designers ranging from…

8 min readApr 28, 2019

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A recap on the talk: The Role of Service Design in Organizations at FusionConf UX Edition

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Carol Massa

Carol Massa

Designer at heart. Always looking for ways to improve my practice. Designing for complex organization challenges. Design Advisor @NorthwellHealth

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