Oct, 2023 — Actually
Senior Product Designer @ Kustomer (Meta's spin-off)
New York, US
• B2B Team: As a Product Designer, I am leading the transformation of Kustomer’s product from B2C to B2B. While Kustomer currently supports end-customer use cases, we are now focusing on evolving the platform to serve B2B needs, expanding our market and competing with industry leaders. My role involves researching the channels we need to support and completely redesigning the UI to align with B2B requirements.UI design principlesB2B market trends
• AI Agent Tools: I'm crafting an intuitive, no-code platform that enables businesses to build and customize AI Agents tailored to their customer service needs. My role involves designing user-friendly interfaces and workflows that simplify the creation, configuration, and deployment of AI Agents, ensuring accessibility for non-technical users. I focus on creating seamless interactions for features like omnichannel engagement, automated issue resolution, and agent support tools, while maintaining a cohesive and visually appealing UI.
Feb, 2022 — Oct, 2023
Senior Product Designer @ Meta
New York, US
• Agent Suggestions: Developed a system to assist agents with real-time AI suggestions for responses.
• Knowledge Base Builder: Applied AI insights to enhance usability and functionality.
• Conversational Assistant & Proactive Chat: Implemented AI-driven bot Assistant for real-time support
• WhatsApp Integrations: Lead the integration of automated business messaging and connect it to a chatbot builder.
• Interactive Prototyping & User Testing: I have used Figma to create high-fidelity prototypes, incorporating microinteractions to present to stakeholders and users, enabling rapid iteration.
• Real-time Collaboration with Engineering: Accelerated development using Figma's collaboration features.
• Strategic Planning & Roadmapping: Integrated design thinking and AI in long-term planning.
• Design System Transition: handing off DS responsibilities and maintaining our Figma Library to another designer.
Nov, 2020 — Feb, 2022
Senior Product Designer @ Kustomer
Remote @ Barcelona, Spain
• Migration to Figma: Led design system transition to Figma, ensuring consistency.
• Natural Language Understanding: Designed efficient chatbot interfaces using AI, boosting user engagement.
• Led the Machine Learning and Chatbot division, innovating AI-integrated solutions to enhance user experience, with a focus on promoting user autonomy and operational efficiency.
• Help Portal: Developed personalized Help Centers, enhancing user experience using FAQs.
• Accessibility & Inclusion: Ensured accessibility by adapting interfaces.
Jan, 2018 — Mar, 2020
Lead Product Designer @ Ubeeqo
Barcelona, Spain
• Collaborated with cross-functional teams, including Product Owners and developers, to plan and execute design projects; showcased strong management and team coordination skills.
• Led an innovative project to enhance vehicle repair processes using computer vision; leveraged ML and AI technologies to expedite damage detection and repair turnaround times.
Feb, 2016 — Jan, 2018
AXA by Frog (Capgemini)
Barcelona, Spain
• Designer on international projects, managing the entire product lifecycle (Saas and Apps). Made sure designs were versatile and met the needs of global audiences (Japan and Switzerland).
• Responsible of the design of NLP.js, an open-source natural language processing library for building chatbots and other applications in Node.js.
© 2024 NYC - Barcelona
👨🏽💻 Julio Servan