LuCAS Martinez
service/experience design and business management
As a service designer, I operate at the intersection of systemic design and business strategy, crafting comprehensive and creative solutions that span website integrations, system integrations, and user-centered service enhancements. My work is dedicated to elevating experiences, optimizing performance, uncovering financial avenues, and enhancing the overall value proposition of services. Through the design and implementation of modular strategies, I seamlessly integrate digital and physical touchpoints, optimizing both client-facing and employee experiences. By leveraging emerging technologies and exploring new opportunities, I deliver solutions that are not only innovative and efficient but also aligned with and transformative of strategic business goals. This approach ensures that every initiative contributes to a cohesive ecosystem that drives sustainable growth and competitive advantage.
Gemini centralized exchange: WeBsite experience redesign
For my inaugural user interface project, focusing on the centralized cryptocurrency exchange Gemini, I aimed to elevate the user experience to subsequently increase user conversions to the platform. To achieve this, I introduced several features: a comprehensive asset allocation visualizer, tabs highlighting the users' best and worst-performing assets, and a real-time news display for each asset. My goal was to empower users to make informed decisions and enrich their trading experience.
Aviation component solutions website concept
This project involved the creation of a comprehensive website concept for Aviation Component Solutions (ACS), a leading supplier of OEM alternative parts for the aviation industry. The goal was to design a modern, user-friendly interface that reflects ACS's commitment to reliability, trust, and innovation. The website integrates advanced features such as seamless navigation, interactive product catalogs, and an intuitive user experience that caters to both B2B clients and internal stakeholders.
Google X Scadpro
Contributed to a SCADpro x Google collaboration, developing creative solutions for effective strategies using interdisciplinary ideation and data analysis.
Enhancing Security and User Privacy in Wells Fargo Mobile Applications
In his book 'Excellence Wins,' Ritz-Carlton founder Horst Schulze recounts a moment where he shared a story of a poor experience in a banking establishment with its executives:
'I told this story to the bank executives the next morning. Then I asked, 'What industry are you in? Surely the service industry! You don't manufacture any money; the US Mint does that part. All you do is handle other people's money, right? 'They nodded their heads.'
This anecdote captures the essence of our project for Wells Fargo. It underscores the critical importance of service in banking, where trust and customer satisfaction are paramount in a digital and physical landscape.
The concept, developed in SERV 310 under Professor Sunghan Kim, focused on enhancing Wells Fargo's mobile app security and privacy. We proposed two key features:
Two-factor authentication (2FA) for P2P transactions using Zelle.
Haptic touch technology within the account dashboard to show/obscure data according to the users preference.
These upgrades address security concerns and empower customers to manage their finances with greater confidence. The 2FA feature minimizes unauthorized transfer risks, while haptic touch technology empowers users to obscure sensitive information until needed.
To support our proposal, we:
Interviewed over 20 individuals
Created ecosystem maps and customer journey maps
Developed a service blueprint for implementation
This project aligns with Wells Fargo's commitment to innovation and customer satisfaction, potentially setting a new standard for secure digital banking. I compiled our research into a comprehensive whitepaper, accessible to all stakeholders from C-suite executives to bank tellers.
By addressing security and privacy concerns head-on, our concept aims to rebuild trust and ensure long-term customer satisfaction. The anticipated return on investment, driven by higher user retention and reduced fraud incidents, underscores both the financial and strategic benefits of this approach.
Wovensmart website
The WovenSmart website was launched as a comprehensive, user-friendly platform designed to support both internal teams and clients. As a consultancy specializing in technical data, creative content, and strategic planning, WovenSmart required a site that could effectively serve these diverse needs while aligning with their brand identity.
Mosaic
Completed with a team of 4 over a span of 10 days for a StartUp challenge.
With 217 million people affected by moderate to severe vision impairment, Mosaic addresses a critical global need by offering an evidence-based, discreet AI companion. Designed specifically for those adjusting to life with visual challenges, it provides a seamless, technologically advanced support system that promotes independence and confidence.
After conducting thorough research into accessibility needs, market demand, and the preferences of our target demographic, we crafted a business model canvas that strategically positions Mosaic. Our findings led us to a B2B approach, partnering with optometrists and leveraging insurance channels to ensure that our solution reaches the 217 million people with moderate to severe vision impairment effectively and affordably.
Aviation Component solutions trade show booth
This project required me to conceptualize the trade show booth experience that Aviation Component Solutions (ACS) will share with its clients when participating in trade shows. ACS is known as the premier PMA commercial aircraft component supplier for airlines and MROs For Aviation Component Solutions.
With a focus on functionality, visitor flow, and visual appeal the concept highlights their innovative products and services with a splash of style with a jet engine form office, and drawbacks to jet engine fans throughout the experience.
St. Bibiana service redesign
In my SERV 216 class, "Blueprinting Services," guided by Professor Ricardo Martins, we focused our project on St. Bibiana, an upscale Coastal Italian restaurant part of Hotel Bardo, a Left Lane hotel, in Savannah, with a deep dive into its guest experience. In this project, we engaged in comprehensive on-site research, led a workshop, identified critical pain points, developed prototypes to address these issues, and gathered our insights into an easily understandable and accessible blueprint.