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Diana Cardenas Negron is a Service Designer at Burns The Agency, focusing on service design for customer journeys in IVR and WhatsApp for Entel Perú since January 2023. Prior experience includes a role as User Experience Designer at IBM iX, leading a self-service WhatsApp project. Diana has worked as a Freelance designer, conducting user research and developing client briefs, and as a marketing lead at Hormicreto Perú, managing communications and marketing budgets. Additional roles include intern positions in internal communications and sales representation. Diana holds a degree in Communications and is pursuing specialization in Service Design from Colectivo23.