Experience Design & Strategy · Lisbon

Beyond seamless. Towards meaningful.

I help organisations, brands and agencies design services, programmes and experiences that people genuinely feel, from the first insight to the finished moment.

See selected work Start a conversation

Services

Three practices, one craft

A busy departures hall at Lisbon Airport

Customer experience & service design

Supporting organisations to rethink how people experience their services

Research, experience design and CX strategy that balance customer needs with business priorities.

Explore the practice →

Young entrepreneurs working together around a table under a tree

Programmes, trainings & workshops

Empowering organisations and teams to build new skills and ideas together

Programmes, trainings and workshops that help people learn, make decisions and turn ideas into innovations that stick.

Explore the practice →

A dinner table from above with a centrepiece of chillies, tomatoes and flowers

Experiences & gatherings

Enabling hospitality brands, cultural organisations and event agencies to design immersive experiences

Experiential strategy, brand activations and creative direction for spaces, events and gatherings people feel and remember.

Explore the practice →

Selected work

For: Philips × Disney
Where: Amsterdam, Paris, London
Year: 2022

Making hospitals less frightening for children

A Disney-themed hospital buddy that stays with each child through arrival, waiting, scans and going home, now rolling out to hospitals across Europe.

View the project →

A child reaching towards an immersive projection on a hospital wall

For: Appleseed, for Imagine Worldwide
Where: Sierra Leone
Year: 2026

Helping teachers deliver consistent and efficient tablet sessions

Behavioural research in 17 schools, turned into a playbook of ready-to-implement interventions.

View the project →

Children sharing tablets at a wooden school desk

For: EU Pavilion, with ICF Next
Where: Expo 2025 Osaka
Year: 2024

Understanding Japanese visitors for the EU Pavilion

Ethnographic research that defined the pavilion's audiences and informed its experience concept.

View the project →

From the EU Pavilion moodboard: a meadow under draped fabric, and a winding green counter among trees

For: UNICEF
Where: Ghana, Zimbabwe, Rwanda, Uzbekistan
Year: 2024

Helping countries pioneer the future of digital learning

Research and co-creation with Ministries of Education to match national needs with proven EdTech solutions.

View the project →

Fiamma leading a discussion with workshop participants

For: ANA Aeroportos de Portugal
Where: Lisbon
Year: 2019

Improving the passenger experience at Lisbon Airport

80 conversations with passengers, five personas and six strategic priorities that reshaped the end-to-end airport journey.

View the project →

For: Founder and host
Where: Lisbon
Year: 2026

Food for Thought

An immersive dinner where eight strangers cook, eat and reflect together on a thought-provoking theme.

View the project →

A dinner table from above: a centrepiece of chillies, tomatoes and flowers around a blue candle, with theme cards at each place

For: ENERI, with Philips
Where: Buenos Aires
Year: 2023

Designing the patient experience of a new medical centre

Research, trends and co-creation that defined future patient journeys, and gave the architects their brief.

View the project →

Render of the new medical centre on the Innovation Campus in Buenos Aires

For: Impact Week
Where: Uganda, South Africa
Year: 2025

Training the coaches who guide the next generation of social entrepreneurs

A design thinking train-the-trainer for junior coaches, and mentoring as they coached young people from vulnerable communities.

View the project →

For: IATA
Where: Paris
Year: 2019

Teaching airports and airlines to design for passengers

Two service design training programmes, piloted with 20 participants from 12 airports and airlines.

View the project →

Training participants gathered around a wall of sticky notes

For: City of Milan
Where: Milan
Year: 2015

Mobilising citizens to improve public spaces in their city

The first Italian edition of 100in1Day: more than 100 citizen-led initiatives across Milan in 24 hours.

View the project →

Neighbours gathered around new planter boxes on a green traffic island in Milan

For: A private group of 14
Where: Tuscany
Year: 2026

No Signal: three days to recharge, connect and celebrate

A retreat concept, prototyped in May 2026, designed from the culture guests step into to every touchpoint of their stay.

View the project →

Hand-tied bundles of dried flowers and herbs on incense sticks, each with a blank paper tag

See all work: Service design Programme design Experience design

Philosophy

Designing experiences means shaping how people feel, move, and connect.

Nobody remembers a smooth check-in. People remember how a place made them feel, who they met, and the moment they were invited to take part. I shape a creative vision and design for those moments. Great experiences don't happen by accident: they are crafted with intention.

People

Who are we designing for? What are they trying to do? How do we want them to feel?
Time

What is their end-to-end journey? What are the key moments and transitions?
Space

How do they navigate? How do they interact? What is the atmosphere?
Artefacts

What objects, details and sensory elements bring the experience to life and make it memorable?

How I work

From insight to the finished moment

I lead the vision and stay close to the making.

Understandthe people
Definethe strategy
Imaginethe concept
Bring to lifethe details and delivery

Ways to work together

SprintTwo to four weeks from brief to insights and a concept your team can take forward.
From insight to launchThe whole project, from research to delivery, holding the vision until the service, programme or experience is real.
Embedded in your teamA senior lead inside your team, agency or pitch, on site or remote from Lisbon.