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Robson Santos, D.Sc. is a seasoned professional with extensive experience in customer experience, research and development, and design education. Currently serving as Gerente de Experiência do Cliente e Pesquisa e Desenvolvimento at Luizalabs since July 2020, Robson focuses on understanding consumer and seller journeys on the Magalu platform. In addition, Robson is a Postgraduate Professor at Istituto Europeo di Design - IED São Paulo, teaching Prototyping and Service Design. Previous roles include partnership at Forma Espaço Arquitetura, Urbanismo e Design, and various positions in design and strategy at companies such as Itaú Unibanco and PorQueNão?. Robson holds a BS in Design, a Master's degree, and a Doctoral degree in Arts and Design from reputable institutions, complementing academic expertise with practical insight in user experience, usability, and innovation.