My Work in Action
Designing Access to Opportunity at the Heart of the City
This engagement marked the first time my firm partnered with the public sector in years — and it was highly visible. The work focused on an Economic Development Center located in Barrio 31, one of Buenos Aires’ largest informal settlements (~450,000 residents), serving 3,500+ prospective entrepreneurs annually.
With limited resources and growing demand, the center needed to scale the quality of service, not just the number of people served. As an Operating Model Advisor, I worked with leadership, frontline teams, and users themselves.
Through co-creation workshops and direct engagement with residents, we surfaced what mattered most, how services were experienced, and how people envisioned better support. In parallel, we redefined processes, intake workflows, and engagement models, and oversaw the design of an analytics platform to improve transparency and decision-making.
Design Thinking techniques used:
- User co-creation workshops
- Stakeholder mapping
- Service journey mapping
- Assumption testing
- Service blueprinting
- Prototyping
Outcome
A more human, scalable public service model — grounded in lived experience — that improved access, strengthened trust, and enabled the city to measure real impact through analytics.