# Ulises De la luz Crispin > Senior AI & Product Experience Designer | Enterprise CX, Conversational Systems & Workflow Architecture Location: San Francisco Bay Area, United States Profile: https://flows.cv/ulisesdelaluzcrispin I’m a research-driven UX, CX, and Product Design leader with experience designing and scaling complex, human-centered systems across enterprise, conversational AI, and digital products. I specialize in turning ambiguity into clarity—using research, systems thinking, and collaboration to deliver experiences that are not only usable, but measurable and impactful for users and the business. Over the course of my career, I’ve: - Led end-to-end UX and CX initiatives from discovery through delivery - Partnered closely with product, engineering, data, and business stakeholders - Designed and shipped conversational and AI-driven experiences - Improved usability, adoption, and customer satisfaction through research-backed design decisions My approach balances rigor with pragmatism. I’m comfortable zooming out to define strategy and zooming in to design flows, prototypes, and design systems that teams can actually build. I thrive in collaborative, cross-functional environments, where I utilize agile methodologies to foster teamwork and ensure efficient project delivery. My focus on continuous improvement and adaptability enables me to navigate evolving requirements and deliver innovative solutions that exceed expectations. Let's connect to discuss how my skills can contribute to your team's success. ## Work Experience ### IVR / Conversational AI Designer @ GEICO Jan 2024 – Jan 2026 | Palo Alto, CA ✔️ Scoped and estimated design work for 7 concurrent initiatives, adjusting plans as priorities evolved and ensuring timely delivery. ✔️ Led analysis and redesign of 21 conversational journeys, identifying opportunities to expand AI automation and improve intent recognition. ✔️ Designed and refined end-to-end conversational flows and call paths, reducing customer friction and increasing successful task completion by 42%. ✔️ Collaborated with technical partners to leverage NLP, machine learning, and AI platforms, contributing to improvements in intent recognition accuracy and response quality by 57%. ✔️ Improved IVR containment and deflection by 60%, helping reduce transfers to live agents and support more efficient customer operations. ✔️Contributed towards establishing conversational design guidelines, standards, & a design system library used across 6 teams ### Conversational Experience Designer @ Google Jan 2022 – Jan 2025 | San Jose, CA ✔️ Led the development of multiple gTech Pixel workflow designs, achieving a 98% average quality score. ✔️ Collaborated with agile cross-functional teams to define design feasabilities and cost constraints to deliver projects on time without affecting quality, often deducting 15% estimated time. ✔️ Achieved 30% usability improvement by optimizing workflows used for mobile, web, and A.I conversational chatbots through an iterative, quantitative, user-centric approach. ✔️ Delivered actionable data-driven UX strategy artifacts that ensure business & user alignment. ### UI/UX/CX Designer and Researcher, @ The Good Docs Project Jan 2021 – Jan 2023 | Utah, United States 🥇Our MVP was presented at the Write the Docs conference in Portland 2022 ✔️ Utilized systems thinking approach to develop and advocate for design ideas on results-driven data. ✔️ Captured qualitative and quantitative insights via A/B testing and iterative concept exploration. ✔️ Managed workshops to identify improvements for responsive, scalable, reusable widgets. ✔️ Crafted a scalable, brand-aligned design system with consistent layouts, colors, and iconography. ✔️ Presented to stakeholders my rationale for my design decisions based on iterative feedback. ### User Experience Designer / Conversational Designer @ Artech L.L.C. Jan 2022 – Jan 2023 | San Francisco Bay Area Onboarded onto Accenture ### UI/UX/CX Designer and Researcher, @ Freelance Jan 2019 – Jan 2023 ✔️ Communicated insights and design rationale to a multidisciplinary team of stakeholders. ✔️ Designed high-fidelity mockups, prototypes, and documentation based on business requirements, while ensuring style guide consistency and software requirements are met. ### Project Specialist @ Talavera stone Jan 2015 – Jan 2022 | San Jose, California, United States ✔️ Managed multiple projects in close collaboration with cross-functional stakeholders to create an efficacy plan conforming to the time and budget constraints. ✔️ Launched a marketing strategy using email, print, and digital formats to drive sales, resulting in $130,000 annual revenue. ### Product Designer @ Braven Jan 2020 – Jan 2020 | Menlo Park, California, United States Served as the leading digital product designer for an educational app for our client, RAFT. (Resource Area For Teaching) ✔️ Conducted user research to develop the best solution. ✔️ Collaborated along with a team of 4 to create user profiles ✔️ Developed mock-ups for storytelling to introduce to my team. ✔️ Designed an interactive prototype to present as our solution to the client. Braven prepares students for a competitive job market by offering real-life work experiences and mentorship opportunities with professionals across all areas. In partnership with world-renowned companies such as Google, Facebook, and Cisco, Braven helps shape the next generation by introducing an environment where students can participate in real-world projects and build meaningful networks. ## Education ### Masters in Human Computer Interaction University of California, Berkeley ### Bachelor's degree in Professional, Technical, Business, and Scientific Writing San José State University ### Associate's degree in English Literature (British and Commonwealth) De Anza College ### Associate's degree in Biology, General Evergreen Valley College ## Contact & Social - LinkedIn: https://linkedin.com/in/ulisesdelaluzcrispin - Website: https://www.behance.net/ulisesdelaluz1 --- Source: https://flows.cv/ulisesdelaluzcrispin JSON Resume: https://flows.cv/ulisesdelaluzcrispin/resume.json Last updated: 2026-04-08