Selected works
My approach combines strategic service design thinking with a strong foundation in end-to-end experience design, making me as comfortable mapping user journeys, and conducting empathy-driven research with users as I am in navigating new tech gadgets just for fun.
KPMG KYC REMEDIATION TOOL
This project began with a stakeholder workshop where I led the exploration of user pain points and identified key areas for improvement in managing and reconciling customer data. Using insights from the workshop, I defined user groups, roles, and core Jobs-To-Be-Done (JTBD) to ensure that the solution addressed the unique needs of each stakeholder involved. Through customer journey mapping, I outlined critical interactions and touchpoints, building a cohesive service experience that streamlined complex workflows. After designing and prototyping the first version, I presented it to the client to validate alignment with both user needs and business goals, using their feedback to refine the service flow. This iterative approach led to a more efficient, user-centered system that enables banks to manage data confidently and consistently.
Audi Dealer Search Redesign
In this project, I began by conducting a heuristic evaluation to identify usability issues impacting the user experience, such as the problematic full-screen mode, which I recommended removing for a more streamlined interaction. A competitive analysis informed further improvements, aligning key features like navigation and zoom behavior with industry standards. To maintain alignment across teams, I created a decision-tracking document, ensuring all design updates were consistent and technically feasible. These enhancements not only improved usability but also reinforced Audi’s commitment to an intuitive, customer-focused experience.
MetaCraft
For MetaCraft, I led the redesign aimed at enhancing the platform’s usability and accessibility for users seeking skilled artisans. I began with a heuristic evaluation and identified critical usability issues in areas like onboarding and service requests, which helped highlight user pain points and areas where friction existed. I then conducted user research and a prioritization exercise with both users and the team, revealing key differences in expectations that guided our design choices and service alignment. To ensure a seamless end-to-end experience, I mapped the user flow for service requests, analyzing how each stakeholder—from users to artisans and administrators—interacted to deliver the service. This flow allowed us to pinpoint opportunities to streamline interactions and improve reliability across touchpoints. By refining workflows and clarifying service descriptions, I helped create a cohesive, scalable experience that would not only increase user trust and satisfaction but also support MetaCraft’s mission of reliable, on-demand service access.
Thoughts
Published in UX Collective's Bootcamp
What my colleagues have to say
Design Resources
Check out my resources on Figma Community or Article on Medium.
