👋 Hello !
I am a UX Researcher with a Master’s degree in Design from Srishti Institute of Art, Design, and Technology and over eight years of industry experience at Tata Consultancy Services. My expertise lies in human-centered design, leveraging diverse research methodologies to drive user-centric solutions and strategic decision-making.
At TCS, I led and conducted research across various domains, including telecom order management and colleague digital experience, collaborating with cross-functional teams to deliver impactful insights. My research initiatives received strong customer appreciation, reflected in a 90% increase in Customer Satisfaction Index (CSI) and Net Promoter Scores (NPS) ranging from 9.0 to 9.6, as the insights directly contributed to enhancing user experiences and driving informed product decisions.
In my recent role, I contributed to research operations, including the creation of a persona library and a searchable research repository, streamlining processes and saving significant time for the team. Additionally, I have been mentoring individuals as part of the UX mentors group.
Industry Work
UX Researcher
TCS Interactive
Foundational | Generative | Evaluative
Conducted research across domains like telecom order management, colleague digital experience, and fulfillment processes, using qualitative and quantitative methods to uncover user pain points. Insights from these studies directly influenced service enhancements and user journey optimizations, driving measurable improvements in customer satisfaction.
