Carlos Fumo
Welcome to my portfolio!
Here already answering some initial questions that you might have
Experience
I work professionally with UX/UI and Product Design since 2017. Having more than 10 years of experience in the design area. Having already worked on projects for e-commerce, fintech, SaaS platforms, and real estate, and currently working on developing AI features (chat, text, and image) for You.com
Education
I hold a bachelor's degree in Graphic Design. In addition to certifications by institutions such as the Instituto Europeo de Design, California Institute of Arts, University of Minnesota, Google Academy, and Mergo.
Software
Adobe XD, Figma, Sketch, Axure RP, Jira, Asana, Clickup, Confluence, Clickup, Hotjar, Google Analytics, and Adobe Analytics.
Skills
User interviews, quantitative and qualitative research, A/B testing, creating design systems
Languages
Portuguese: Native
English: Fluent
Spanish: Intermediate
French: Basic
Lopes CRM Project
Lopes is a real estate intermediation company with over 84 years of existence and more than 15,000 brokers across Brazil and other countries.
In 2019, the company began work to digitize processes and services. And with that, a new CRM was needed that would communicate better with the website and with the APIs of Lopes' partner construction companies.
Then I come in, who was tasked with leading this project with 3 designers reporting directly to me and 2 more external designers from thoughtworks.
Problem
This was the old CRM, which among several problems was based on an old paradigm of organizing customers, placing them in a large list. And it was also not friendly for mobile use (something that was pointed out a lot by users)
This caused low usage of the platform by brokers, which ultimately resulted in customers not being registered on the platform. Which in the end caused the company to lack vision of how many real customers it had.
After weeks of shadowing and conversations with the most varied types of brokers, we discovered some points we could work on.
First Drafts
With our findings in hand, we began to raise some work points:
- Design improvement;
- Better visualization of customers;
- A complete mobile version that could be edited on the device itself.
So we started drafting without using figma.
Low Fidelity Prototypes
After arriving at an initial model that met the project requirements, we began creating low-fidelity prototypes in order to validate our hypotheses with stakeholders and users in various presentations.
Both desktop and mobile models were created to see how each functionality would work in each of them.
High Fidelity Prototypes
After validating the entire structure, we started building the UI with all the elements of the company's brand, in order to make a cohesive experience with the rest of the brand's platforms and communications.
Key Elements
The atom of the entire structure of this CRM is the customer card, with all of its key information easily visible. This element comes from observing how one of the brokers organized his clients into physical cards.
And we try to transfer this experience from the physical world to the digital one. All elements are clickable and also comply with visual codes established by users.
The second most important element is the customer file, with more in-depth information about the customer. And this is where the broker can update data and create follow-up reminders that help retain this customer.
This part of the follow-up comes from users using Google Calendar to perform this function.
This is the kanban view of all customer phases in a property negotiation, so that the user can have a more complete view of how their customers are distributed and where there may be any bottlenecks in service.
But we also took into account some of the brokers who still preferred a more Excel view of their clients, so we made the possibility of a list view visible to serve some users.
Here we have a dashboard so you can also view some data and your events for the day and week.
A hybrid app was also developed for brokers to use the CRM in situations where they are on the street, serving customers, or prospecting properties.
Results
The result of the project was positive, with high acceptance by brokers. An increase of 76% in registered customers. And another point of attracting new brokers to work at the company.
Other Projects
You.com
Considered one of the best inventions of 2022 by Time Magazine
Working mainly on the creation and development of new tools based on Artificial Intelligence such as YouChat (AI based conversations) YouWrite (text creation using AI). Also supporting the various areas of the company in their UX and UI needs.
I helped create YouChat, done in record time with features that were only later incorporated into competitors like Bard Chat GPT.
My participation in this project ranged from the ideation, creation, development with the team of engineers to the creation of new features such as the addition of mini apps to better support the answers given by the artificial intelligence.
Samsung - SiDi
Samsung Research Institute
I worked on building new payment features for Samsung Pay together with Central Banks in Latin American countries.
Led a team of 5 designers and an intern interfacing directly with stakeholders at Samsung headquarters in Korea.
.jpeg)
Vivo (Telefonica Brazil)
Largest telecommunications company in Brazil
I worked on a customization of Salesforce modules for sellers of government and corporate plans using the feedback given by the sellers themselves and the restrictions that Salesforce allowed for customization.
I worked leading a team that besides me included 2 more designers.
Americanas.com (B2W)
One of the largest e-commerces of LATAM
I helped create the chat service system in order to facilitate the resolution of conflicts between sellers and buyers. I participated in all stages of the project leading a team of 3 in-house designers and an intern.
The project resulted in significant savings due to the drop in the number of calls to the call center for conflict resolution that could be easily resolved by the seller himself.