Marcela Ospina

Service design, user research, product management

Hi,

Welcome to my site.

In a career spanning 20 years I have had the opportunity to immerse myself in diverse cultures, which has greatly influenced my work in solving customer experience problems.

I run my own ethnographic consultancy in South Africa and worked in South America and I am a consultant on user research, service design and product management in the UK at the moment.

I have set up design teams in large organisations, delivered end to end services and products, optimised existing CRM and cloud platforms and improved end to end customer experiences in South America, Africa and the UK.

I take pride on my ability to envision future initiatives based on existing and primary user research and data and lead agile teams to deliver in collaboration with other departments while achieving results aligned with the business and the end users’ needs.

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Back to Work

Contact Center Customer Experience Re-design

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Designing an E-commerce platform to transform the business

COVID rapid testing design

Designing future farming services post-Brexit

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Improving the Experience of Hearing Aids Customers

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Building a Service Design Capability at Enterprise Scale

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A Search Platform to Access and Manage Knowledge

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Increasing Efficiency Through Collaboration

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Mobile Wallet Launch in Nigeria and South Africa