Featured Projects
User-centric design & innovation with focus on accelerating time-to-market, enhancing user engagement, and empowering clients across industries to lead experience reimagination.
innovate
Making Energy Efficiency a Lovable Experience
Results
An engaging, AI-augmented energy management platform EXPERIENCE that leverages data to personalize and optimize customer energy use.
- Baseline engagement time 3x
- Other enagagement KPIs +35%
- Delivered 70 new flows
- Recived an “Experience Reimagination” innovation award
The Context
The average US customer only engages with their utility company for about 8 minutes per year, with the app being the primary focus of engagement strategy.
The Challenge
Establish a meaningful connection with customers so they become more energy efficient.
Pepe’s role
Expanded the client’s focus from a simple app to a comprehensive, relationship-based energy optimization service.
Innovated the client’s product management practices with an integrated experience management framework that set the pace for company-wide innovation.
Leveraged mixed-methods research, inisghts, advanced analytics and AI to design a humane, engaging energy management ecosystem integrating tech & feeling to deliver customer value.
Succesfuly led a geographycally diverse, multinational team comprising 4 business consultants, 8 designers, and 15 developers through 20 agile sprints.
Optimized operational efficiency through 11 design epics with a 0% rejection rate, boosting delivery speed by 20%, and successfully resolving 248 user stories.
Built business certainty through design, validating with users, and collaborating with stakeholders to refine the platform to serve 11 million customers in the Southern US.
lead
Empowering staff knowledge to shape and sustain a digital-first service organization.
Results
A new service culture quality framework that leverages top employee best practices to influence service behavior in an evolving digital banking landscape.
- Company wide Best-practice knowledge compilation
- Customer Satisfaction Score +18%
- Deliery times reduced by 20%
- 2.5M MXN per Q projected savings
- Above 70 NPS
- Implemented in over 1500 retail banking branches
The Context
Retail banking required a comprehensive guide to achieve service excellence in a fast-moving digital landscape, one that aligns with brand values and customer expectations. Reliance on training protocols alone proved insufficient.
The Challenge
Transform tacit knowledge into repeatable digital processes to boost service quality, addressing turnover and cultural shifts, and preventing the loss of long-term best practices.
Pepe’s role
Addressed the declining service quality, bridging customer insights with business objectives to foster a transformative service culture.
Integrated the organizational perspective by orchestrating the expertise of 250 managers through collaborative workshops.
Ensured alignment between customer and business, documented in a clear Service Blueprint that provided actionable purpose and direction.
Drove continuous optimization by leveraging qualitative validation, A/B testing, and data science, analyzing insights from over 5,000 user interactions.
Enhanced overall KPIs, increasing customer satisfaction by 18% with a service blueprint that maintained a Net Promoter Score of over 70.
Standardized processes and streamlined client interactions, reducing delivery times by 20%, significantly enhancing overall performance.
transform
Transforming homebuilders’ relation with construction through intuitive digital resources
Results
An empowering digital knowledge platform for self-builders that enhances their autonomy and confidence to manage projects effectively.
- Successful product-market fit
- 50K new sign-ups in 3 months
- Conversion rate: 2.6%
The Context
In LATAM, many individuals undertake their own home-building projects as resources become available. The pace of progress is primarily dictated by the availability of construction materials and the time they dedicate to their efforts.
The Challenge
Addressing an underserved segment where decisions vastly impacted finances and psychology by creating a support network for knowledge sharing to ensure better building outcomes.
Pepe’s role
Drove deep understanding of an underserved segment through user research and ethnographic approaches resulting in novel insight on segment needs.
Transformed investors perception of the problem, unlocking an innovative perspective on the integration of the business model to builder’s needs.
Ensured seamless integration of insight, tools, and provider access to business models creating a unified solution-driven platform.
Optimized development planning to deliver in record time and budget a MVP that captured key experience, core functionalities, and attributes.
Launched a web-based MVP that garnered 50,000 sign-ups in three months, validating market fit and early engagement.
Pepe Hernandez 