Mariano Coto Corrales Email & Phone Number

Cartago, Cr

Cartago, Costa Rica

Led and developed a range of freelance design projects, mainly through a Design Thinking approach, including: product design, communication design, UX - UI, graphic design, communication design, visual design, video editing, interaction design, rapid prototyping, and 3D modeling.

San Jose, Costa Rica

In the "Investigación Operativa sobre Autopruebas de VIH en Costa Rica 2024" (Operational Research of HIV Self-Testing in Costa Rica 2024), organized by the Ministry of Health, I contributed to (in)Definido S.A. by designing and optimizing service flows for customer support and following up the CRM. This involved analyzing the existing processes, identifying bottlenecks, and implementing strategic improvements to enhance efficiency and user experience. Through these efforts, we successfully reduced appointment absenteeism by approximately, demonstrating the tangible impact of process improvements through the application of service design and operational analysis.Website: autorpuebavih.cr

San Jose, Costa Rica

During my internship at Auto Mercado, I undertook a graduation project to earn my Bachelor's degree in Industrial Design Engineering. My role focused on enhancing customer retention in the company's loyalty program through the design of services and experiences. Despite the complexity of the program, which had not previously undergone a service design study or transformation, I successfully developed an innovative proposal with significant and feasible changes. I presented an organized action plan for its future implementation before concluding my internship.This experience was groundbreaking and provided me with valuable insights, including the expansion of my perception of design through a focus on services and experiences. Working in a multidisciplinary team imparted leadership lessons and a comprehensive understanding of how designers operate in professional environments. Involvement in a project centered on the needs of an established company underscored the importance of iteration in the design-thinking process. Beyond professional lessons, I strengthened my confidence in decision-making, essential for a designer's role in adapting and learning continuously throughout the design process.

Costa Rica

Succesfully led a team of three designers, to design and prototype interactive kiosks for the Art City Tour San José by conducting research, gathering requirements from stakeholders and users, creating a design system, and evaluating user feedback. This was a collaborative design project for Art City Tour - San José with GAM Cultural via Tecnológico de Costa Rica's Escuela de Diseño Industrial.

San Jose, Costa Rica

Professional customer service to Amazon.es customers, in English and Spanish. As a bilingual Customer Service Associate at Amazon Spain, my role consisted in enhancing the overall shopping experience for customers, which I excelled. With a focus on effective communication, comprehensive product knowledge, and a customer-centric approach, I addressed inquiries and resolved issues through various channels, including phone, email, and live chat. My responsibilities included processing returns and exchanges, troubleshooting account-related concerns, and guiding customers through the Amazon website and app. Adaptability and attention to detail were key to success in handling diverse customer concerns.Beyond the direct impact on customer relations, this role significantly contributed to my personal values. Handling returns, exchanges, and navigating complex customer scenarios emphasized the importance of empathy, patience, and integrity. These values have become intrinsic to my approach in collaborating with clients, coworkers, and enriching my own work as an Industrial Designer.Furthermore, my tenure as a Customer Service Associate unveiled the profound connection between customer experience and design. Navigating customers through the Amazon platform provided insights into user interactions, helping me understand how well-designed services positively influence the overall experience. This understanding is invaluable in my role as an Industrial Designer, as it reinforces the importance of user-centric design and the seamless integration of customer needs into every facet of the design process. It's not just about production; it's about crafting experiences that resonate with users, mirroring the principles of outstanding customer service. This convergence enhances my ability to design not only to meet functional requirements but also to elevate the overall user experience.

Engineering In Industrial Design, Industrial And Product Design, Bachelor

Activities and Societies: Prisma - Visual Arts Club, ErgoTEC - Ergonomics Lab

Exchange Semester, Industrial And Product Design