CX Customer Experience Manager  

MATRIX Experience /

In this role, I participated in and even led a number of projects that included: customer studies (in-depth interviews, customer journey mapping, needs and opportunities), benchmarks and analyses. I planned and carried out workshops with customers and used different work methodologies using design thinking tools in order to characterize and design diverse products such as processes, organizational structure, customer journeys, formulating an operating concept, proposals of value and new services. Example projects:

• Isracard - improving the user experience through a strategic process

  • Observations and eavesdropping at Isracart service centers

  • Data analysis

  • Generating insights, recommendations for strategy and concept characterization

• Clalit Healthcare – CX research on several customer journeys

  • Observations and in-depth interviews (top down/bottom up)

  • Generating insights and creating personas

  • Creating and leading workshops

  • Strategy and concept design

• Davidoff Institute, Beilinson – leading CX research for PECAN project with Clalit innovation

  • Observations and in-depth interviews (top down/bottom up)

  • Mapping the patient journey

  • Creating and leading a design thinking workshop

  • Insights and strategy

07.2021 - 09/2022, Hod Hasharon

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Design Research - Qualitative Research

Impact - The Innovation Team of Tel Aviv Municipality

I was a member of a team that carried out projects in collaboration with a community manager, the Early Childhood Development Division, the Education Branch and the Culture Division. As part of the work, I conducted in-depth interviews, observations, data analysis, creating insights, creating personas, presentations and leading ideation workshops. Example projects:

• Community Manager - Network research on the next generation public sharing  platforms 

• The Division for the Promotion of Early Childhood - A needs mapping study of  parents of preschool children in Tel Aviv’s southern neighborhoods 

• Community Manager - Design research on "Neighborhood leadership - where to?" 

• Impact - the innovation team - I took part in two design studies: "Reducing  aggression among children and youth" and "Barriers and motivations in the consumption of culture in the city”, in collaboration with the education and the  culture department.

01.2020-07.2021,  Tel Aviv, freelance projects

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UX design

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Matrix Experience 

In addition to my role as a customer experience consultant, I was privileged to characterize two content sites for different organizations. As part of this initiative, I held a Lean UX session with the client to learn more about the needs and usage scenarios of the organization and conducted inspirational research. The result was the design of the websites and the design of the user experience of the screens and various components of the website in mobile and desktop resolution. Since the sites have not yet been posted online, I can only present and narrate in detail in the interview.

07.2021 - 09/2022, Hod Hasharon

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Autonomit - Design and Technology /

I participated in three design workshops with the IDF HR Unit in the ideation phase. My task was to give shape to the ideas of the workshop participants and to characterize an initial prototype which would reflect the vision.

• People in Black App 07.2021

• 360 App 05.2021

• Bakum App 08.2020

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Bento - A lunch shearing App /

BENTO is a platform for people who love cooking at home and who want to maintain a healthy and varied diet while leading an active lifestyle. There are two features of the BENTO application: 1. Community - where you can organize in groups of 2 to 5 people that cook once a week. 2. Marketplace - where you can buy and sell meals from talented cooks surrounding you. For this project, I focused on students as the target market. 

• Presentation

• Onboarding flow

• Returning user flow

• Design process

03-07.2020 

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Website design on the WIX  platform /

My introduction to WIX began when I sat down to design the online store for my bag and jewelry brand. Since then, I have designed multiple web sites for customers. Examples include the following:

• https://www.hagarkaufman.com/ 11.22

• https://www.dramirarami.com/ 11.21

• https://www.pathosmathoscompany.com/ Since 2020

• https://www.ykarch.com/ 07.20

Design thinking workshop Facilitator / Discouers

September 22, Tel Aviv

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CHANGE MANAGEMENT FOR ORGANIZATIONS: Drive strategic results and leading change through leadership alignment, stakeholder engagement, culture assessment, communication and training / UDEMY
August 21, Online

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Design Sprint workshop Facilitating  / RED

June 21, Tel Aviv

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UX /UI design course / Holon Institute of Technology (HIT), the Department of Visual Communication

2019-2020, Holon

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Master in Integrated Design M.Des / Holon Institute of Technology (HIT)  

​Main Laboratories:

• Speculative Design

• The City as a Design Project

• Service Design

• Trans Media and

• Final Project

2017-2020, Holon

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Bezalel Academy of Arts and Design / B.F.A

Graduate of the Department of Jewelry and Fashion.

1995-1999,  Jerusalem

Volunteering

Educational mentor in the 'Girls Plus' flagship program for the promotion of girls, which aims to expose girls to the world of high technology and entrepreneurship. Girls will compete in the world's largest entrepreneurial competition, Technovation. As a mentor, I will guide girls through the process of creating an app to solve a social problem on which they choose to focus.

November 22 - April 23, the Green Village Boarding School

• Design Thinking

• Figma

• Photoshop

• Illustrator

• Premiere

• Wix platform

• Miro/Mural Office