I’m Pedro, a Lead Service Design Consultant.
Over the past decade, I’ve led Design and Research teams to create cohesive, human-centered services that deliver real impact. My approach blends🕵🏻♂️ Service Design, 🧐 User Research, 🎯 Design Strategy, and 📱 Product Design across the full journey from discovery to delivery.
With a background in Design, Research Methods, & Economics, I help organisations tackle complexity, align stakeholders, and make evidence-based decisions to shape services that create both human and business impact. I am currently pursuing a PhD focused on Public Sector Digital Transformation, while collaborating with Pixelmatters and serving as co-founder at Studio Oto.
Motley: AI automation for business reporting.
Rapidly prototype, test, and refine a frictionless experience around a powerful AI engine that generates tailored Customer Success reports.
NHS Innovation Service: innovation in healthcare.
During the Public Beta phase, the service was made available to the public, and improvements were made based on usage analytics and insights from user research.
HSBC Connect Plus: a world of money without borders.
The HSBC wanted to test a new value proposition that, among other features, allows its customers to send, receive, and spend like a local anywhere in the world, with zero fees.
Ford Telematics Drive: keep fleet drivers safe.
A Vision Sprint was conducted to generate ideas and create alignment among stakeholders. Additionally, several areas for improvement were identified, and a roadmap of features was created based on user research.
Genesys: Using AI to manage contact centres.
WFM is a SaaS HR software developed by Genesys to accurately forecast, schedule, and track employee performance, helping to determine appropriate staffing requirements.
Some organisations I've worked with
My work spans diverse sectors, including public services, healthcare, education, banking, technology, energy, and consumer goods.
Approach
I lead Design & Research teams with a hands-on, outcome-focused mindset, partnering closely with users and stakeholders to uncover the right challenges, co-create effective solutions, and ensure design decisions deliver strategic and measurable impact.
1. Discover & define
Conduct workshops and design research to uncover unexpected value, align cross-functional teams, and reframe challenges around real user and business needs.
2. Prototype & test
Engage in collaborative solution co-design, gather feedback from real users, and validate design decisions before committing resources to development.
3. Deliver & iterate
Guide high-fidelity design delivery in close partnership with development, and create feedback loops to evolve products based on real-world use.
Recommendations
Pedro´s work on the EV transition at Ford is just one example of his ability to integrate strategic thinking with human-centered design to create meaningful, impactful services. His leadership in user research and design strategy helped guide product decisions that aligned with both user needs and Ford’s long-term objectives
Panos Markidis, UX Manager, Ford Motor Company
Pedro was an absolute pleasure to work with from start to finish. He quickly adapted himself to the design needs of the team, asking all the right questions. Where evidence was available he utilised it with a user-centred mindset, and where evidence was not available he made well-thought design decisions drawing on his wealth of experience. An asset to any team.
Aoife Spengeman, UX Researcher, Wellcome Trust
Pedro is exceptionally good at converting business requirements into design. He really takes ownership and consistently delivers excellent results. I would highly recommend Pedro to anybody looking for a talented designer with a data-driven approach to product development. As an added bonus, Pedro is also an all-around great guy.
Philip Lofgren, CEO, Gaming Factory