I’m Carlos Gaona.
With 15 years of experience in user-centered design, I've led numerous digital transformation projects and closely collaborated with cross-functional teams to ramp up design operations and deliver UX products effectively. My track record includes leading teams of all sizes and fostering strategic partnerships with top-level executives.
Areas of expertise
Research applied to design
User experience and digital product design
Strategic design and service design
Management and scaling of design operations
Mentoring and training for design teams
About me
A native of Chile, born in the driest desert on earth, I'm a father of three, an avid home cook, and an enthusiastic traveler. I’m fascinated by books about maps and serendipitous moments. I strongly believe in the power of intersecting technology and liberal arts.
Portfolio available on request.
Recent projects
Product Design / Designed a web portal for the Government of Chile that is responsive across multiple devices, contextually aware, accesible and citizen-centered. Applied participatory design methods, engaging citizens and institutions, to establish a new design standard recognized by the OECD as a successful digital government case study.
DesignOps / Elevate the performance of the design department for a prominent bank in Latin America by providing leadership mentoring to team leads, refining the skills of a 25-member design team, and implementing DesignOps practices to overcome key obstacles to efficiency and quality.
Facilitation / Designed and led a collaborative co-ideation process that brought together both customers and executives to conceptualize new products and services tailored for seniors within a multinational financial solutions company.
Design System / Designed and orchestrated the adoption strategy for a new Design System across five teams within a fintech unicorn. This encompassed developing a Content Guideline and defining OKRs, DoD, and DoR to ensure consistency across a suite of B2B products.
Service Design / Transform the employee experience within a multinational insurance company by prioritizing pain points throughout their journey. Utilizing research-driven insights, developed a comprehensive roadmap aimed at enhancing employee services end-to-end.
Strategy / Crafted a customer-centric service strategy as part of a bank's digital transformation initiative. This involved developing a plan for service migration, conducting gap analyses across digital products, and conceptualizing a new branch experience.
I believe that driving cultural change is essential to unlock the value of user-centered design.
I enjoy engaging with stakeholders and participating in thought-provoking discussions that contribute to strategic decision-making.
I advocate for systemic problem-finding and systematic solution delivery to ensure consistency and efficiency.
My approach
How may I help?
Participate in events
Are you organizing a design or tech event? Let's chat about how I can bring my seasoned speaking to your audience, explore intriguing topics and sparking vibrant discussions together.
Provide mentorship
Are you a designer stepping into a leadership role for the first time? I could offer personalized coaching and mentorship, helping you navigate your journey to success.
Review and consult
Need expert feedback on your UX deliverables or design process? Let's connect for a tailored consulting session where we can dive deep into your challenges and define concrete action items.
Headhunting for designers
Having reviewed thousands of portfolios and CVs, I have developed an eye for quality work and potential. Let me help you in streamlining your recruitment process, ensuring faster and more accurate hiring decisions.
Talk on your podcast
Have a podcast and need an engaging guest? I'm ready to join the conversation! Just share your topic of interest, and let's create an episode filled with insights, stories, and valuable takeaways.
Join your board
Is product design and user experience crucial for your company's success? I'm passionate about bringing strategic thinking and hands-on experience to your board, driving innovation and growth.