Apr 2018 – Sep 2020 · 2 yrs 5 mos · Gurgaon, India

• Evolved the product from a point solution to a generic platform for managing all phases of the AI implementation lifecycle for customers.
• Continuously raised the bar for design quality and built a high-performing team of skilled designers who crafted experiences delivering real value to our users.
• Conducted user and market research to arrive at product requirements. Delivered high-quality PRDs with prioritized features for development.
• Managed and published product applications on Zendesk, Salesforce, and Freshdesk marketplace.
• Helped define the roadmap for a SAAS platform used to manage AI implementations in customer care operations spanning over various industry verticals.
• Sales Enablement: created customizable demo systems for showcasing the product to customers across verticals.

Dec 2015 – Apr 2018 · 2 yrs 4 mos · Bengaluru Area, India

• Designed compelling experiences for products running customer care businesses around North America, Europe, and the greater part of APAC.
• Owned the end to end User Experience for the contact center reporting platform, CUIC at the collaboration technology group (CTG) for 3 consecutive product releases.
• Conducted User Research, Data Gathering, and Analysis, Heuristic Evaluations, Usability Testing for the product usage spanning the personas of Agents, Supervisors, and Administrators in verticals like insurance, banking, healthcare, and telecom.
• Planned, Conceptualized, and Designed web-applications in a strongly agile software development set up, requiring collaboration with Product Managers, Architects and Developers on a daily basis.

Jul 2014 – Dec 2015 · 1 yr 5 mos · Bengaluru Area, India

• At NXT - the Design and Innovation division, defined voice interface experiences for upcoming Samsung products. Collaborating with various research and development teams, I worked towards the commercialization of a few major features in smartphones and wearables.
• Authored two publications in the related domains:
• Designing of a Natural Voice Assistants for Mobile Through User-Centered Design Approach
• Enabling Naturalness and Humanness in Mobile Voice Assistants

May 2013 – Jul 2013 · 2 mos · Noida Area, India

• Did my three-month internship at Samsung Design Delhi, one of the 6 Global design centers of Samsung. The project was devised as a wholesome solution to the needs of university graduates assisting learning activities within and outside the class. A thorough need analysis was done amongst a user base across different universities. Once the insights were consolidated, the system development took place.

May 2012 – Jul 2012 · 2 mos · New Delhi Area, India

• Worked on the design of a game application for the iOS platform. My work involved carrying out secondary research, wireframing, storyboarding, generating detailed graphics, preparing prototypes (high and low fidelity), testing and coordinating with the developers for realization of the application.