Gassia S. Email & Phone Number

San Francisco, Ca, Us

Leading a large team of researchers, designers and business strategists on multiple client initiatives to reinvent customer experiences.

San Francisco, California, Us

I lead a strategic consultancy specializing in customer / user experience, service design, research, and business model transformation. We partner with innovative companies to help quickly uncover customer needs (internal or external) and develop winning services. We dramatically improve product adoption, business loyalty, and revenues. Our unique methodology is rooted in 2 core beliefs: that great innovation doesn’t have to come with great business risk, and that a well-designed customer experience is the best predictor of success. Our services include:- Customer & User Experience Research, Competitor & Market Research- Service Design / Customer Experience Design- Business Model Design / Transformation / Digitization- Innovation Process Design & CoachingWebsite: future-proof.co

San Francisco, Ca, Us

Led research, service design and web re-design team for PayPal's global websites and Jiffy Lube's app-enabled service experiences.

San Francisco, Ca, Us

Lead customer experience strategist for Autodesk’s new business models, guiding Autodesk's transformation from selling box products to subscription services.Qualitative and quantitative research, concept testing, influencing cross-functional stakeholders in product management, UX design, customer support, pricing, legal, finance and marketing. Instrumental in shaping business policies, processes, messages and interactions between customers and Autodesk.

Developed a web-based offering to reinvent the way regulatory standards in architecture and construction industries are referenced.Led ethnographic research, market research, concept testing, competitor analysis, prototyping, requirements definition and customer acquisition.

Palo Alto, Ca, Us

Led a 35-member cross-functional team, managing designers and researchers for a new, e-commerce product from concept through launch. Responsible for prototype testing, design iteration, functional & UX requirements, content strategy, and business model design. Influenced team to pivot from a high cost and complex solution to a much lower cost and friction-less experience.Achieved higher than expected conversion rates from trials.My team was recognized with a "Together We Win" award for demonstrating exemplary collaboration, risk-taking and innovation.

San Francisco, Ca, Us

Responsible for researching customer needs and translating them into CX improvement initiatives to drive loyalty and revenue. Defined CX program’s foundational elements that were adopted by executives to foster customer centricity. Spearheaded a global customer experience and needs assessment research with Major Accounts and identified critical customer requirements that were not being met. Enlisted a cross functional team of experts to participate in the process of analyzing qualitative research findings and guided them to design the future end to end customer journey. Quantified business impact of CX improvements, enabling executives to prioritize investments. Designed and facilitated customer co-design workshops to help product managers define future, cloud-based licensing models. Defined the CX requirements of new enterprise subscription business model.Translated customers' success metrics into Autodesk operational KPIs.Co-developed global NPS and transactional surveys and data analytics to monitor Major Accounts CSAT and loyalty.

San Francisco, Ca, Us

Managed mobile-social app recommendation product from ideation to seed funding.Led the business strategy and feature prioritization, developed user personas from market and user research, identified use cases, value propositions. Defined the MRD and PRD as well as the investor pitch.

Chicago, Illinois, Us

Advised Fortune 100-500 executives on translating business objectives into real estate strategies. Responsible for leading multidisciplinary, globally dispersed teams through a broad range of customer centered design strategies – from improving collaboration in the workplace to mitigating operational risks, to making sustainability investment decisions.Won innovation prize for the design of a risk management program.Increased talent attraction through work style research to design the “next generation workplace” at Cisco. Re-invented Amgen’s capital planning method by uncovering patterns in occupancy growth data.Delivered $3M savings to BP's capital expenditures by developing a new sustainability investment decision framework referred to as the “Green Bible” by the client. Led group of 35 researchers worldwide to analyze sustainable building trends and standards.Accelerated time to market for HSBC branches by 33% by improving operational reporting data quality and streamlining processes. Won $1.5M in follow-on consulting.Streamlined Kaiser Permanente's National Facilities Services processes and developed a playbook to reduce rework and customer experience risks.

Chicago, Illinois, Us

Serving as the single point of contact to senior executives from small firms to Fortune 100 companies, led multiple, large cross-functional teams through complex, multitrack projects with sole responsibility over scope, quality, schedule, a $50M annual capex budget and customer satisfaction. Successfully reduced expenses by $5-10M annually.

Designed award-winning experiences for a wide variety of building projects worldwide. Highlights: Runner up for Sony’s international design competition for the “Workplace of the Future."Applied ethnographic research methods to develop concepts for the built environment such as for an award winning residential project selected for publication in GA Houses.

Bs, Architecture And Design

Masters, Architecture

Mba, Entrepreneurship