Luca Petrone Gomez

• Conducted user research to uncover friction points in typical booking flows used by the industry's most popular competitors.

• Synthesised findings using affinity diagrams, customer journey maps, and user flow diagrams to identify pain points and improvement opportunities.

• Designed a restructured information architecture, refined navigation patterns, and created improved task flows based on usability insights.

• Designed low to high-fidelity wireframes in Figma, aligning with user flows and developer handoff best practices within an Agile framework.

• Presented an interactive prototype demonstrating key booking tasks focused on reducing cognitive load and increasing booking efficiency.

• Managed Hays's largest Public Sector account in the South-West of England with the Department for Environment, Food and Rural Affairs (DEFRA) amongst other public sector clients which consisted of around 140 temporary workers and an annual fee line of £2m.

• Worked closely with Defra's in-house Contingent Labour Team and led hiring and cross-functional coordination for large digital transformation projects within Defra.

• Gained deep exposure to Agile delivery environments, helping shape my understanding of how design, development, and strategy come together in real-world product teams.

• Managed a small internal team consisting of a recruiter and an intern and regularly presented performance insights and delivery reports to senior stakeholders, enhancing my ability to tell clear, structured stories Outcomes:

• Maintained high client satisfaction across a large, high-pressure account through consistent delivery and service quality.

• Enabled the successful staffing of multiple UK government digital projects, some involving essential public services.

• Developed a strong understanding of how to support and scale effective teams—including UX professionals—in complex organisational systems.

• Conducted in-depth, empathetic interviews with vulnerable clients seeking legal support in areas such as hate crime, immigration, workplace disputes, housing, and mediation—many of whom were in crisis or emotionally distressed.

• Practiced active listening and cultural sensitivity to gather key information, enabling more accurate referrals to in-house legal specialists and tailored support throughout their cases.

• Served on the Board of Trustees and Finance Committee, contributing to strategic decisions and helping the organisation double its funding and expand services.

• Supported AQS reaccreditation by assisting with casework documentation and audit preparation.