Case Study 4
Overview
In partnership with the Chilean government, I served as Public Engagement & Access Lead for a social program aiming to increase cultural access for children in vulnerable areas.
The challenge wasn’t that children lacked interest in theatre, science, or the arts. It was that logistics, cost, social perceptions, and lack of inclusion blocked their access.
I mapped the system, built partnerships, and co-designed entry experiences that were dignified, joyful, and human—helping hundreds of families access spaces they had never felt welcomed in before.
The Problem
Children and families lacked access to enriching experiences like theatres, science centers, planetariums, and public pools
Barriers were not just economic—they were logistical, cultural, and emotional
Institutions did not always have inclusive onboarding systems or empathy-driven outreach
There was a gap between intention and real, dignified access
My Role
Public Relations & Cultural Access Lead
Ecosystem Mapper & Outreach Strategist
UX Thinker in Institutional Communication
Partnership Coordinator & Experience Designer
Objectives
Identify and connect children with high-value cultural, artistic, and educational experiences
Design accessible pathways into those institutions
Build bridges between families, schools, public programs, and cultural providers
Promote equity, representation, and joy in every interaction
Process
1. Mapping the Ecosystem
I identified key cultural experiences: theatre shows, planetarium visits, pools, museums, festivals.
I interviewed families and reviewed school schedules to understand when and how access could happen.
2. Designing Partnerships
I collaborated with multiple institutions to secure free entry, transportation logistics, and culturally responsive support. We co-created plans for how to receive students in welcoming, non-tokenizing ways.
3. Building Onboarding Experiences
I designed flyers, sign-up flows, emotional prep materials for students, and onboarding info for partner organizations—ensuring clarity, comfort, and dignity.
4. Emotional Accessibility
I trained facilitators to welcome students with warmth, offer space for questions, and validate emotional responses—especially for those experiencing new things for the first time.
Tools I Used
Calendly · Canva · Google Forms · WhatsApp · Notion · Partnership Outreach Templates · Onboarding Guides · Feedback Forms
Key Insights
Access is not just entry—it’s emotional readiness, cultural safety, and context sensitivity
Stakeholder communication needs the same empathy and research as user interviews
Public experiences can be designed like services: thoughtful flow, intentional guidance, emotional touchpoints
Joy is a UX metric, too
Impact
Hundreds of children and families accessed enriching experiences for the first time
Students described feeling excited, proud, and “like this was made for us”
Institutional partners became more aware of inclusion gaps in their spaces
The process became a model for future cultural access programs with a UX-centered approach
Reflection
This case reminded me that UX doesn’t stop at digital products. It extends into invitations, hallways, ticket counters, and the emotions of showing up.
Design is not just about creating access—it’s about creating belonging.
And belonging begins with a whisper:
“You’re allowed to be here. And this space is for you.”
Experience 2025
Santiago