Camila Barros Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brazil

As a Service Designer at Lojas Renner, I lead innovation in after-sales processes. I directly address user pain points, bridging technology, logistics (physical stores and distribution center), and customer service teams.I transform design thinking and the double diamond framework into key processes for discovering the root causes of failures in logistics processes that impact the end user.• I consider my research methods unique because they transform complex processes into more fluid and efficient flows.• I was responsible for building the new communication flow model between logistics and customer service, automating processes that halved contact related to missing items.• I created the first, more efficient communication trigger map for order tracking and identified frictions throughout the order management process, including blueprints, customer mapping, and more.• I strategically engage stakeholders in the entire research process, constructing new flow models that anticipate failures and build customer loyalty.• I work directly on improving touchpoints and pain points related to in-store pickup, product quality, missing items, reconciliation, receiver data, and pending deliveries.• I oversee the implementation, design actions, and propose prioritization based on business objectives and product metrics.• I have extensive experience analyzing systems on both the back and front end, including ATG, WMS, RMS, OMS, Intelipost, SAP, and identifying opportunities for flow improvement through code or other means.

Toronto, Ontario, Canada

Complex studies to identify improvement opportunities in user experience at Lojas Renner during Black Friday, including the registration process, the use of recommendation tools in e-commerce, and coupon mechanisms, among others.• Conducted interviews with stakeholders to deepen the context and research problem.• Facilitated workshops on technical design, guidelines, and technical documentation for processes that significantly impact the user journey.• Identified gaps in registration processes and proposed improvements in textual search and category stages on the Renner website/app.• Utilized product metrics measuring revenue attributed versus engagement rate, aligned with business OKRs, ensuring increased purchase completion after changes to the coupon mechanism.• Initiated a kickoff to assess prioritizations, certainties, doubts, and assumptions.

São Paulo, Brazil

Development of screen content flows for Lojas Renner's e-commerce (website and app).• Led research on the new tone and voice of Lojas Renner. Implemented a new emotion spectrum research method, a result of variations in feelings filtered across personas and purchasing profiles (referred to as the RFV methodology).• Conducted research for the creation of the new category menu, new taxonomy, and information architecture. Monitored the implementation of the new feature. The new menu brought an exponential increase in attributed revenue and a reduction in the bounce rate.• Developed content and interface for exchanges and returns, accelerating user loyalty in the marketplace.• Conducted content tests and interface usability tests (moderated and unmoderated), with or without the participation of a product designer.• Applied different UX Writing methodologies for various contexts: heatmaps, sentiment analysis, desk research, microcopy canvas, and controlled vocabulary, among others.• Used data in research through A/B tests, GA (Google Analytics), Firebase, Hotjar, SUS (System Usability Scale), among others.• Involved in content chapter deliveries, such as applying style guides and controlled vocabulary.

São Paulo E Região, Brasil

Designated leadership to improve strategic content across all digital channels, from the website to social media.- Reviewing all SEO content produced by third parties.- Producing user-focused content: landing pages, screen applications, push notifications, medical articles, and more.- Tracking and measuring KPIs for lead generation.- Strategy and development of landing pages with a focus on awareness and conversion.- SEO and Google Business strategies.

São Paulo E Região, Brasil

Omnichannel content production.Developing in-depth articles on taxes and fiscal matters.Content campaigns and activation for all services and products offered.Monitoring social media using appropriate tools.Briefing agencies for the creation of new content, websites, and brand advertising campaigns.

São Paulo E Região, Brasil

• Production of SEO content and special coverage spanning across all editorial sections.• Conducting exclusive interviews and promoting social and educational projects awarded by the MEC (Ministry of Education). Responsible for revamping the institutional content in the Education sector.• Assisting in the development of the English and Spanish versions of the Portal Brasil websites.• Maintenance and content production for the institutional channel of Portal Brasil on YouTube.

São Paulo E Região, Brasil

• Pitching story ideas, daily contact with press offices, and crafting news reports and articles.• Noteworthy interviews conducted on-site with former ministers.• Ability to write real-time, high-complexity news texts.• Moderation of user interactions on social media platforms.

Certificate, User Experience Design, Information Technology

UX Design Course in-person Toronto, Canadá

English As Second Language, English Language And Literature/Letters

Activities and Societies: Schwa sounds, vocabulary, ED endings, Pronunciation and fluency

Master Digital Communication, Digital Communication, 10

Ux Writer Specialist, Ux, 10

Bacharel Sociologia, Sociology

Academic exchange.

Bacharel Comunicação Social- Jornalismo, Journalism