Nikos is a product design, UX, and CX professional with 7+ years of experience. He fosters deep collaboration between design, engineering, and other disciplines in order to define, design, and develop the right products and provide impactful digital experiences. By focusing on people, he excels at crafting seamless digital experiences and developing solutions to complex problems.
Crafted digital experiences for an international audience of thousands of tour operators and travel agents. ANIXE - FTI Group's internet booking engine (IBE), Youtravel.com, supplies accommodation, transfer, and excursion products.
Led and coordinated the service design and user experience research activities across key locations and markets, such as Dubai (UAE), London (UK), Malta, and Orlando (US), to ensure that all target audiences’ needs are considered and addressed.
Improved the conversion channels on Youtravel.com by designing experiences around users' needs and wants.
Analyzed how users use the search module and decreased the average search time (per task) from 21.2 to 5.35 seconds (-74.8%) and minimized users' average number of attempts to find what they are looking for from 3.4 to 1.8 (-45.9%).
Deployed monitoring tools and established processes that provide a clear overview of customers' overall experience with Youtravel's IBE so that our Agile teams could promptly detect swifts in the market and/or user behavior and respond quickly.
Technologies: Metabase, Google Analytics, Hotjar, Principle, Adobe Photoshop, InVision, Zeplin, Sketch, Product Design, Field Studies, SaaS Design
Senior Product Designer and Interim Product Owner
2017 - 2018
Defined the product vision for Home Run's partner and shopper web and mobile applications. Designed new processes and crafted new experiences for Home Run's partners.
Fostered closer collaboration between product and operations teams to improve two key business metrics: units [collected] per hour (UPH), which soared by 88%, and on-time performance (OTP), which reached 97%.
Led the UX, CX, and SD activities for customer-facing and partner products from usability testing to customer journey maps and service blueprinting. Defined and prioritized new features development.
Leveraged usability optimization to improve the path to purchase and customer engagement by analyzing users’ behavior and conducting online testing of features, structures, and user interface design approaches to boost conversions.
Increased conversion for certain customer segments by an impressive 320%. Monitored vital CX-related KPIs (e.g., NPS, complaint frequency and type, and retention cohorts) to identify improvement opportunities.
Designed the final UI elements and organized them into design systems, interactions, and style guidelines.
Contributed to creating and executing the campaign for Home Run's successful equity crowdfunding round on Seedrs.
Improved Home Run's partner app results for harnessing technology and design thinking to improve operations: UPH soared by 88%, OTP reached 97%, and communication had 65x fewer messages between operations and partners.