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Ibnou Diop

About

About

Building user-centered digital experiences at the intersection of creativity and technology.

15+ Years

Working in tech and service

10k+ Users

Guided through Apple sessions

100+

Teammates coached on customer experience

90+

Overall NPS score

My approach

My approach is rooted in EMPATHY and OBSERVATION, shaped by years of working directly with people at Apple. I listen, teach, and watch how they actually use products in real contexts. I explore user behaviors, goals, and constraints, then translate insights into clear flows, simple interactions, and coherent systems. Throughout the process, I iterate early, test assumptions, and refine decisions so experiences feel natural, effortless, and intuitive.

My Process

01

Understand

I observe real user behaviors, goals, and constraints to identify where friction appears.

02

Translate

I turn insights into clear flows, simple interactions, and coherent systems grounded in product constraints.

03

Refine

I iterate early, test assumptions, and adjust decisions so experiences feel natural and intuitive.

Work Experience

2011 - Present

Apple

Creative Pro, Training Lead

As a creative pro, I design user experiences around Apple products and apps for 1000+ people per year across Today at Apple sessions, Genius Bar support, and team training. I run UX research through user interviews and behavioral observation, adjusting content in real time. I design and facilitate tailored UX workshops on creation and productivity, iterating quickly based on direct feedback. I lead product onboarding journeys from needs diagnosis to learning paths to full autonomy in the iOS/macOS ecosystem. As a Training Lead, I build a continuous learning environment and coach 100+ teammates on demos, customer experience, and operational best practices. As an EMEIA New Store Opening Mentor, I supported new Apple Stores in Europe with service standards, Genius Bar and Forum setup, and technical environments.

2011 - Present

Apple

Creative Pro, Training Lead

As a creative pro, I design user experiences around Apple products and apps for 1000+ people per year across Today at Apple sessions, Genius Bar support, and team training. I run UX research through user interviews and behavioral observation, adjusting content in real time. I design and facilitate tailored UX workshops on creation and productivity, iterating quickly based on direct feedback. I lead product onboarding journeys from needs diagnosis to learning paths to full autonomy in the iOS/macOS ecosystem. As a Training Lead, I build a continuous learning environment and coach 100+ teammates on demos, customer experience, and operational best practices. As an EMEIA New Store Opening Mentor, I supported new Apple Stores in Europe with service standards, Genius Bar and Forum setup, and technical environments.

2007 - 2011

Free

Technical Support Specialist

As a Technical Support Specialist, I diagnosed and resolved network and product incidents and drove structured escalation when needed. I monitored key indicators, analyzed recurring issues, and contributed to corrective actions. I studied user interactions to understand pain points and improve the overall service experience. I also helped define quality criteria and formalize best practices, building a more reliable support system and clearer standards for both teams and users.

2007 - 2011

Free

Technical Support Specialist

As a Technical Support Specialist, I diagnosed and resolved network and product incidents and drove structured escalation when needed. I monitored key indicators, analyzed recurring issues, and contributed to corrective actions. I studied user interactions to understand pain points and improve the overall service experience. I also helped define quality criteria and formalize best practices, building a more reliable support system and clearer standards for both teams and users.