Estefania Ortiz Lopez

• Analyzed weekly customer experience and KPI data to identify friction points in the in-store journey, driving process changes that improved customer satisfaction scores.
• Applied user-centered thinking to redesign internal communication and onboarding workflows, reducing new-hire onboarding time.
• Led operations and a team of 8+, improving team efficiency by ~25% through data-informed decision

• Identified recurring customer pain points through direct observation and feedback, proposing process improvements that increased positive experience feedback.
• Coached a team of 6 to deliver consistent, user-focused customer experiences in a high-volume environment.
• Maintained 98%+ inventory accuracy through structured, detail-oriented auditing processes.

• Conducted UX and design research supporting the development of an award-winning university spin-off, placing 4th citywide in Medellín.
• Collaborated with faculty on innovation strategy, design methodology, and concept validation.
• Applied research frameworks to identify market opportunities and translate findings into actionable design proposals.

• Designed communication systems and onboarding flows for international volunteers across national teams, improving clarity and reducing drop-off.
• Conducted informal user research to identify pain points in the volunteer experience and iterated on support processes.
• Mapped user journeys for incoming exchange participants to reduce confusion and improve engagement.
• Applied human-centered d