Complex products rarely fail loudly. They fail in the small moments where people hesitate. My work is finding those moments and designing them away.
I started in graphic design in 2009, moved into web and front-end, and for the last nine years I’ve worked in UX and product design, mostly on products where a mistake costs money, time or trust.
That work spans a digital bank across the app, internet banking and back office, an enterprise AI agent platform, a B2B sales CRM for web and mobile, a multi-platform design system, ITSM and low-code tools, an event ticketing platform, a corporate investment banking product, agribusiness education platforms and a global marketplace for digital assets.
Along the way I’ve run research, built design systems from scratch and worked side by side with engineering all the way to release.
How I work
More than ten years of design distilled into one process that works for any product or service, B2B or B2C, digital or in person: from the first question to what happens after launch.
Discovery and strategy
Understand the right problem before designing any solution.
- Start with the problem
- I map context, business goals, constraints and risks to define what needs solving and why it matters.
- Research with real people
- Interviews, usability tests, heuristic reviews and usage data show where people get stuck and what they actually value.
- Design the whole service
- I map the journey end to end, across channels, operations and support, because the experience does not end at the screen.
- Prioritise with clarity
- Findings become hypotheses, success metrics and a roadmap that product, engineering and business stand behind together.
Design and validation
Explore fast, validate early and refine until every detail makes sense.
- Structure before style
- Information architecture, flows and wireframes settle the logic before any visual decision is made.
- Prototype to learn
- Low and high fidelity prototypes tested with real users reduce risk before money goes into the build.
- Accessible, consistent interfaces
- Hierarchy, content, states and accessibility (WCAG) are part of the design, not a finishing touch.
- Systems that scale
- Design systems with tokens, components and documentation keep platforms consistent and make the whole team faster.
Delivery and evolution
Design is only done when it works well in the hands of the people who use it.
- Partner with engineering
- Clear specs, edge cases solved upfront and constant conversation turn the handoff into collaboration.
- Quality all the way to production
- I stay close through QA and launch, where the small details define the final experience.
- Measure and iterate
- Metrics, feedback and continuous testing show what changed and shape the next version.
- Lead and multiply
- I run workshops, mentor other designers and bring product thinking into decisions beyond the design team.
What teammates say.
“Handoffs with Carlos feel like pairing. The edge cases are already thought through.”
“Carlos brings research into every conversation without slowing the team down.”
“He made our design system something people wanted to use, not something they had to.”