A Senior Experience Designer, Journey-Centric Problem Solver | Building Customer Experiences
CV
Professional Summary
Experience Designer with 10+ years of experience crafting innovative, user-centric frameworks across diverse products. Grounded in user-centered design principles, I prioritize research and user feedback to guide decision-making, ensuring products are both functional and delightful to use. Skilled in conducting UX audits, I analyze, document, and address challenges affecting interface performance. A critical thinker with a dependable and organized approach, I excel at managing multiple priorities and fostering team collaboration with a positive attitude.
Skills
Problem Solving Design Thinking Data-driven Design Branding
Strategic Thinking Decision-Making Requirements Gathering Strategic Thinking Collaboration with cross function teams User Research User Centered Design User Journey Mapping Persona Development Information Architecture Interaction Design Motion Design/Prototyping Usability Testing and Analysis Ideation Workshops Usability Testing and Analysis Design Systems and Style Guides Agile Methodology Wireframe
Recent Work Experience
May 2021 - Present
YUJ Designs - Verizon
Prompt-driven Agentic Chatbot
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Built a Gen AI prompt-driven chatbot experience for agents, assisting customers across multiple platforms.
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Conducted extensive user research to uncover key pain points, performed competitor research to identify industry trends.
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Involved in defining the chatbot framework, led innovation workshops, and created detailed user personas while ensuring alignment with brand guidelines.
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Created a unified community platform with improved user experiences by following the UX design process.
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Did Heuristic Evaluation on existing platforms to identify key issues and improve platform performance, researched target audiences to enhance usability, and led ideation sessions with stakeholders.
Community Platform
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Created a unified community platform with improved user experiences by following the UX design process.
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Did Heuristic Evaluation on existing platforms to identify key issues and improve platform performance, researched target audiences to enhance usability, and led ideation sessions with stakeholders.
Agent Assistant Unification
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Focused on Unifying five different agent assistant chatbot and make it a one entity.
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Conducted UX audits across agent assistant platforms, identified UI patterns, inconsistencies, and issues.
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Analyzed user behavior to optimize design and experience. Proposed it to stakeholders, by clearly communicating design rationales and steps to build one library.
CPQ Platform
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Led UX design for the CPQ platform using Design Thinking to simplify products, processes, and systems.
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Enhanced capabilities to help sales reps generate tailored quotes efficiently, manage multiple quotes, and boost conversion rates, driving cost reduction and revenue growth.
Education
2011 - 2014
Makhanlal Chaturvedi National University of Journalism & Communication
Bachelor's in Multimedia
Certificates
Interaction design foundation's Certificate
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Human-Computer Interaction - HCI
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Data-Driven Design: Quantitative Research for UX
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Design Thinking: The Ultimate Guide
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Design for the 21st Century with Don Norman
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Journey Mapping
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User Experience: The Beginner’s Guide
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User Research – Methods and Best Practices
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Conducting Usability Testing