Innovation Strategist and Design Researcher who strongly believes in the power of solid research and visual design
Gladys Rosa-Mendoza has helped companies from the Tribune Companies, AT&T, McDonald’s and Facebook/Meta shape their future landscape by taking the research from just abstract numbers to involving company stakeholders in the world of their customers. She lives to understand users and to design beautiful and useful experiences, services and products, and has a thorough understanding of the value visual storytelling has to building a brand within a business and consumer context.
She is also an educational product developer that has created over 400 products for the top 3 educational publishers and has authored her own award-winning series of children’s books for the pre-kindergarten dual language market.
Recent Posts by Gladys Rosa-Mendoza
Are You Solving the Right Customer Problem?
Customer feedback can reveal frustrations without identifying their underlying causes. Effective problem framing helps organizations look beyond symptoms, understand customer needs, and develop solutions that address the right problem.
The Friction Audit: Finding What Frustrates Customers
Small obstacles can add up to significant customer frustration. A friction audit helps organizations examine the processes, policies, communications, digital experiences, and service interactions that make it harder for customers to accomplish what they need to do.
Designing for the Moments Customers Want to Remember
Not every customer touchpoint carries equal weight. Identifying the moments that disproportionately shape trust, confidence, loyalty, and advocacy helps organizations focus research, design, and investment on the experiences that matter most.
