Open to opportunities

Julio Weckmann

@julioweckmann

I'm a UX/UI Designer who discovered my passion for design through an unexpected path: spending years listening to users struggle with technology.

United States

Message

What I'm looking for

I seek a user-centered role where I can apply research and design to improve product usability, collaborate cross-functionally, and drive measurable business outcomes.

While working in Support and Workforce Management, I noticed a pattern. The same issues came up repeatedly. The same confusion. The same frustration. And often, it wasn't the user's fault—it was the design.

That realization changed everything.

I started asking different questions: Why do users get stuck here? What if we reorganized this flow? How can we make this feel intuitive? Those questions led me to design my first solution—a diagnostic tool that reduced customer resolution time by 30%. Suddenly, I wasn't just solving problems reactively; I was preventing them proactively through better design. That's when I knew I'd found my calling.

What I Bring to UX Design: My background gives me a unique advantage: I've conducted thousands of unintentional user interviews. Every support call was a research session. Every confused customer was teaching me about pain points, mental models, and user expectations. I learned to translate technical complexity into simple, human-centered solutions. Now, with a Bachelor's in Business with User Experience Design from Western Governors University, I combine that real-world empathy with formal UX methodology. I know how to:

Conduct user research that uncovers genuine insights, not just confirm assumptions

Design solutions that balance user needs with business objectives Use data to validate design decisions and measure impact

Collaborate across functions to bring designs to life Iterate quickly based on user feedback

Recent Work: For my capstone project, I redesigned PeopleGrove's mobile experience, reducing task completion time by 80% through user-centered design. I've also created training experiences that improved team efficiency by 15% and diagnostic tools that became company-wide standards.

What Drives Me: I believe great design should be invisible. Users shouldn't notice the interface—they should just accomplish their goals effortlessly. Whether it's helping a restaurant owner troubleshoot their POS system in under 10 minutes or helping students find mentors with a few taps, I'm passionate about removing friction and creating moments of clarity.

What I'm Looking For: I'm seeking UX/UI or Product Designer roles where I can contribute to meaningful products, learn from experienced designers, and grow my craft. I'm particularly drawn to companies that value user research, iterate based on data, and believe design can genuinely improve people's lives.

Experience

Work history, roles, and key accomplishments

Current

Remote Technical Support Analyst

Current

Aura

Sep 2024 - Present (1 year 4 months)

Conduct user research via 13–18 daily customer interactions to identify pain points and propose product improvements; led redesign of Technical Support Training Program that increased new hire confidence and reduced time-to-proficiency while maintaining 98% customer satisfaction.

User Research Customer Support Troubleshooting Workflow Optimization Zendesk

Workforce Real-Time Analyst

SimonMed Imaging, Inc.

Oct 2022 - Jul 2024 (1 year 9 months)

Designed Tableau and Power BI dashboards to enable real-time operational decisions and established user-centered KPIs and SLOs with executive leadership, creating intraday reporting that identified patterns and reduced expenses by $200K+ annually.

Tableau Power BI Data Visualization KPI Design Stakeholder Management Policy Design Data Analysis

Workforce Management Analyst

Grubhub

Jul 2021 - Oct 2022 (1 year 3 months)

Built reporting dashboards to translate performance data into actionable insights, facilitated daily stakeholder alignment, and streamlined request fulfillment via Slack and Zendesk while processing 30+ tickets daily with high user satisfaction.

Dashboards Zendesk Slack Workforce Management Performance Analysis

Tech Support Analyst II

ADP

May 2020 - Jul 2021 (1 year 2 months)

Researched cross-departmental user pain points to design solutions for complex technical issues and co-designed a training curriculum with Client Service Management that reduced unnecessary transfers by 15%, improving the user journey.

User Research Technical Support Cross Functional Collaboration Process Improvement

Tech Support Analyst I

ADP

Jul 2018 - May 2020 (1 year 10 months)

Maintained 98% user satisfaction resolving technical challenges, authored 15+ knowledge base articles and designed documentation that became standard training materials, demonstrating information architecture and technical writing skills.

Technical Support Knowledge Base Writing Information Architecture User Communication Troubleshooting Documentation

Customer Support Project Lead

ADP

Jan 2020 - Mar 2020 (2 months)

Led the Unison project designing cross-functional training between Customer Service and Tech Support, mapping journeys and creating training materials that reduced call transfers by 15% and improved customer experience.

Project Management Cross Functional Collaboration Change Management

Troubleshooting Wizard Lead

Lavu, Inc.

Mar 2018 - Jul 2018 (4 months)

Led discovery with four cross-functional teams to design and implement a decision-tree diagnostic tool that reduced resolution time by 30% and became the company-wide standard for customer service operations.

Discovery Decision Trees UX Design Implementation

Tech Support Analyst I

Lavu, Inc.

Jan 2018 - Jul 2018 (6 months)

Conducted user research with restaurant owners to identify POS pain points and designed a 'Troubleshooting Wizard' diagnostic tool that reduced Average Handle Time by 30% through improved information architecture and user flow.

User Research Information Architecture Process Mapping Cross Functional Collaboration

Shift Supervisor

Starbucks

Mar 2017 - Jan 2018 (10 months)

Translated business goals into actionable team strategies and designed structured onboarding and training experiences for new hires in a high-volume environment to balance speed with quality.

Team Leadership Onboarding Operational Management Customer Service Process Improvement

UX Capstone Designer

Western Governors University

Jan 2026 - Present (0 months)

Led PeopleGrove mobile app redesign capstone: conducted user research, created personas and prototypes, and ran usability testing that produced an 80% reduction in time-to-complete key tasks and 100% task completion rate.