Lucila Leone

Led end-to-end research into low adoption of a self-service tool for passengers affected by flight contingencies, combining interviews, ethnographic observation, and guerrilla testing. Partnered with a Data Scientist to combine qualitative findings with adoption, NPS, and CSAT metrics, contributing to a rise in adoption from 35% to 57% network wide.

Graded coursework and mentored students on research projects, as part of a 7 person teaching team supporting cohorts of 100 to 120 students.

Designed and analyzed a large scale customer survey, applying cluster analysis to build customer archetypes that informed B2C payment method experience improvements. Ran a focus group and 10 interviews with B2B clients to define needs and pain points, feeding into a design sprint for segment based pricing tiers.

Assessed the B2B value proposition of a car marketplace platform run by dealership owners, through stakeholder interviews. Managed a freelance recruiter end to end to source interview participants, and presented findings that challenged core assumptions behind the existing value proposition in a joint workshop with business and technology stakeholders.

Designed user flows and tested prototypes with users for Corcoran Real Estate's client facing and internal platforms.

Master's in Technology and Innovation Management, coursework complete, thesis in progress.

Degree in Industrial Design from FADU, Universidad de Buenos Aires, completed in 2019.