Ana Lívia Prates

Collaborate with cross-functional teams to develop style guides, content structures, and standards that ensure consistency across digital products and communication channels. Create mechanisms to evaluate and improve UX quality, balancing tactical and strategic perspectives. Identify friction points to improve accessibility and readability for different contexts and conversational interactions. Analyze metrics and user feedback to iterate and optimize content effectiveness, and build communication flows aligned with the user journey.

Collect and analyze user feedback through surveys and satisfaction metrics such as NPS and CSAT. Manage chatbot curation by identifying pain points and developing new conversational flows aligned with project goals. Conduct usability tests focused on user interaction and overall experience. Analyze performance metrics and KPIs to support data-driven improvements, and facilitate agile ceremonies to foster a collaborative team environment. Achieved HDI certification and a 20-point NPS increase on the Service Portal.

Create UX-focused content for ticket-log digital products, writing copy for user journeys and navigation flows across web and mobile platforms. Participate in user research and testing sessions. Define writing principles and content guidelines to provide direction to designers and developers.