Overview

The Puerto Rico Department of Transportation and Public Works (DTOP) needed to digitize its citizen-facing services — license renewals, fines, and vehicle registrations — previously handled only in person. I led the UX design of a fintech portal that brought these complex government workflows online, reducing physical queues and friction for thousands of Puerto Rican citizens.

The challenge

Government services often suffer from legacy constraints: complex regulations, non-tech-savvy users, variable connectivity, and strict accessibility requirements. The existing process required citizens to visit offices in person, often multiple times, to complete basic administrative tasks.

• Digitize multi-step payment and registration flows without losing regulatory compliance
• Design for users with low digital literacy and intermittent connectivity
• Meet WCAG 2.1 AA accessibility standards across all touchpoints
• Align with government normative and technical teams simultaneously

My approach

I started with UX research to understand how citizens currently navigated the in-person process, mapping every pain point. From there, I redesigned the flows to reduce steps, surface clear progress indicators, and handle edge cases gracefully — like partial payments or interrupted sessions.

• Mapped current-state citizen journeys and identified key friction points
• Simplified multi-step flows into clearly staged, recoverable sequences
• Used Claude Code and MCP Figma to automate documentation and design spec generation
• Ran usability testing with real users and iterated on accessibility failures

Outcomes

• Reduced average task completion from multiple in-person visits to a single digital session
• Full WCAG 2.1 AA compliance across all primary flows
• Scalable design system ready for future government product rollouts
• Aligned technical and normative teams through AI-generated, always-current documentation

Overview

ADFAN (Administración de Familias y Niños) is Puerto Rico's family and children services administration. I led end-to-end UX design for a digital platform that helps caseworkers and administrators manage family services — a high-stakes product where clarity and reliability directly affect vulnerable populations.

The challenge

Caseworkers were managing complex, sensitive family case data through fragmented systems. Errors in these workflows have real consequences for families. The platform needed to be trustworthy, fast, and usable even by non-technical staff under high-pressure conditions.

• Consolidate fragmented workflows into a coherent case management experience
• Design for caseworkers who are often context-switching under emotional pressure
• Establish a scalable design system from zero
• Integrate AI assistance without creating new failure modes

My approach

I conducted in-depth UX research with caseworkers and administrators — interviews, observation sessions, and workflow analysis — synthesizing findings with AI-assisted tooling to accelerate pattern detection and persona building.

• Led UX research: interviews, journey mapping, personas — with AI synthesis
• Designed architecture and flows for case creation, tracking, and reporting
• Built and maintain a scalable design system in Figma with documented components
• Used AI flows for user journey validation and pattern inconsistency detection
• Automated UX reports with Claude Code and MCP Figma

Outcomes

• End-to-end case management experience consolidated into one coherent platform
• Scalable, documented design system now used across multiple agency products
• AI-generated research reports cut synthesis time and improved insight quality
• Caseworkers able to complete key tasks without supervisor assistance in testing

Overview

Inswitch is a cloud-based Finance-as-a-Service platform operating in 34 countries, serving 90M+ users and processing $13.5B annually. I joined as a mid-level UX designer and grew into a UX Lead and then Product Manager role over three years — designing the flagship portal that Tier 1 clients like Uber, Mars, and AB InBev use to manage their financial products across LATAM.

The challenge

A FaaS portal serves two very different audiences simultaneously: non-technical business clients who need clarity, and financial operators who need power and precision. The existing product had grown organically with inconsistencies that created friction for both groups.

• Design one coherent system that works for both business and technical users
• Create a design system from scratch that scales across multiple white-label products
• Define product strategy alongside business, development, and marketing teams
• Design issuing products: physical and virtual cards, reporting dashboards, card management

My approach

I started by auditing the existing product and interviewing key users across the Brazil, Colombia, and Argentina markets. From those insights, I defined an information architecture that separated concerns clearly, then built a design system that any team member could use to stay consistent.

• Defined user flows, information architecture, customer journeys, and personas
• Created lo-fi and hi-fi wireframes with responsive design across breakpoints
• Built the full design system: components, tokens, brand identity, and style guide
• Led product strategy with benchmarking, Design Thinking, and payment flow modeling
• Worked embedded in Frontend and White-Label App squads for Brazil, Colombia, Argentina

Outcomes

• Full design system used across multiple fintech products and white-label apps
• Grew from UX Designer to UX Lead to Product Manager in three years
• Designed apps and wallets for Uber, Mars, AB InBev and other Tier 1 clients
• Introduced product strategy practice including benchmarking and Design Thinking