Apr 2022 – Jan 2023 · 9 mos

• Following 5 are the core focus areas to ensure Design and Designers are enabled to constantly add value for our users in a way that meets our Product and Business outcomes -
• ● People - hiring, onboarding, learning & development
• ● Processes - setting up processes and rituals for Designers to work efficiently and
• effectively both within the Design team and also cross-functionally.
• ● Product - contributing to Product Vision, Strategy and Roadmap
• ● Tools - take custody of existing tools and constantly look out for tools to enhance the
• workflow of Designers
• ● Communication - timely and relevant communication to all stakeholders

Dec 2021 – Apr 2022 · 4 mos

• Setting up the practice of Research & Research Ops.

May 2019 – Dec 2021 · 2 yrs 7 mos

• Proposed, got buy-in and set up Product Ops
• Owning and driving Product Roadmap for current and upcoming Financial Year. Working with cross-functional Leadership.
• Driving Release adoption post-Go-Live.
• Introduced a new phase in the Product Lifecycle Process to track adoption once the Product hits the market
• Driving Customer & Product Communication projects via Customer Support, Product Help
• Customer & Product Communication is strategically important as it also helps to bring down Calls to Customer Support.
• Introduced a new prioritisation framework “PM Score” based on the RICE scoring model to lubricate how decisions are made to prioritise Defects & Enhancements in the Product.
• Strategic Impact - Transparency in how Defects and Enhancements got prioritised. Helped PMs to get better at the judgement and therefore decision-making to choose the right things to prioritise.
• Tactical Impact - With this new PM Score, Defects were picked up automatically by the Dev team based on Descending Score.
• Enhancements were picked up for triage based on the top scores within a cut-off.
• Driving Customer Obsession across Product Management & Engineering, to always keep the Customer at the centre of our Product (Experience, Strategy & Roadmap).
• Helped set up Customer Centricity, an org-wide initiative, for doing Weekly Customer Interviews across 14 cities pan-India.
• Feeding insights from User Research into the Product Discovery frame (new potential products) and experience improvements into the existing product.
• Constantly improve processes within the Product Management Function to improve Product Quality with shorter turnarounds between Releases.
• Conduct Retrospectives after each Project. Own and drive actionable.
• Define and own Rewards N Recognition (RnR) Framework for Product Management
• Introduced a new award “Customer Obsession” (half-yearly) to recognise those who exhibit and make Customer Obsession a way of life.

Jul 2017 – Apr 2019 · 1 yr 9 mos

• Driving the VoC - Voice of Customer (Usability Testing) program for our upcoming brand new product - Tally 18.
• Hands-on experience of conducting 55+ hours of Usability Testing with existing Customers and Partners.
• ResearchOps at Scale :
• Introduced and set processes and best practices which led to successful scaling of VoC program from 1 location, 1 person to 20 people (and counting) across 15+ locations (and counting). Conducting Usability Testing across India with simultaneous Usability Testing happening in 5 cities at the same time.
• Owning and Driving end to end cycle for Usability Testing.
• Roles & Responsibilities
• 1. Setting up processes (Checklists, Scripts - inviting participants, conducting sessions effectively), Templates (taking Notes during session and deriving Insights from them) in place to reduce people dependency to achieve Scale (increasing the capacity and more locations) of the program.
• 2. Working with Product Owners to come up with Study Plans - Tasks and Assumptions (to be validated during VoC) to ensure meeting of VoC objectives effectively and ultimately launching a much better product in the market.
• 3. Enablement of people to conduct Usability Testing with efficiency (reducing drop-offs by Participants, ensuring things are in place for a smooth session from a logistics perspective, faster turnout time from Notes to Insights for making the VoC cycle as short as possible with no decrease in quality) and effectiveness (taking Notes and coming out with meaningful Insights by probing deeper for betterment of the Product)
• 4. Analyzing and interpreting the data (Qualitative and Quantitative) substantiating with Video snippets, recommending UI/UX design changes and presenting Reports to Management and other stakeholders.
• 5. Planning for future VoC Sessions in terms of capacity, locations, working with various teams on getting the right profile of customers and the scope to be validated and tested.

Sep 2016 – Jun 2017 · 9 mos

• 1. Setting up Guidelines and Interaction Pattern for existing product and also for upcoming product(s).
• 2. Finding out Design inconsistencies against the Guidelines to fix it and create a Standardized experience which is familiar and easy to learn for the Users.

Mar 2014 – Aug 2016 · 2 yrs 5 mos

• Projects :
• Currently involved in building the best Retail Product from ground up, to drive in-store sales (and increase their business operation efficiency) for various industry segments : FMCG, Pharma, Mobile, Consumer Durables to name a few.
• Roles & Responsibilities
• 1. User Research - Quantitative and Qualitative : Critical to understand our end-user, their pains and gains.
• 2. IA (Information Architecture) : The scope of the product in terms of breadth and depth.
• 3. Figuring out EPICS and User-stories : working in an Agile Sprint framework
• 4. User Task Analysis/TaskFlows : How they do what they do? And how we can optimize using technology and design?
• 5. Interface Design (Wireframes) : The medium through which they will interact with our product
• 6. Interaction Design : How the whole thing works including Navigation. Define interaction pattern which are intuitive and helps user do their tasks in the most fastest amount of time.
• 6. Interactive Prototype : Bringing the experience to life
• 7. Usability Testing : What can be improvised!

Jun 2011 – Feb 2014 · 2 yrs 8 mos

• Was part of the team handling the PM for Tally.ERP9 - Auditor's Edition, a tool specially designed for the Chartered Accountants to aid in their Audit practice.