I collaborated as a consultant for various brand projects for Semplice.is digital agency with offices in Rome and soon New York City. The founders of the agency were ex-colleagues of mine who were part of the UX Team at Expedia Group whom I worked alongside. We occasionally continued our collaboration after moving on from Expedia. I managed several projects for some of Semplice’s clients.

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(MiBACT Ministry of Cultural Heritage)

I assisted in creating the taxonomy and labeling for website events for the European Year of Cultural Heritage in 2018. Criteria and raw data for events were provided by the European Community through interviews and written documentation. The project scope was a classification of data to make navigation of the events easy for the end user. I created categories used as filters which were broken down by region, event type, and audience.

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(Electronic Toll)

I assisted in user testing of 30 participants who had to complete 12 tasks using Think-Aloud methodology. Participants were asked to perform tasks such as: make a payment using Apple Pay; confirm payment method; double-check transaction was made successfully and various other transaction-based tasks. I identified and reported pain points for each task noting feedback based on verbal comments, time spent on a task, and navigational movements of users. This information was passed onto the UX team to refine the design, copy, and action buttons.

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I worked on a portion of the CX analysis, creating a mapping of customer complaints and/or issues based on sentiment analysis of social media comments, customer care email feedback spreadsheets, and exports of customer calls. The information was used to refine sections of the APP which included password retrieval, blocked phones, PIN retrieval, and similar. Tha analsysis was mostly aggregating complaints into categories in order to send macro-categories to the UX team for further analysis.