What I've been working on currently
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Lead and manage complex research projects both on-site and remotely, and synthesize data to provide strategic recommendations
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Understand user needs, business objectives, and market trends to develop and execute design strategies that drive business growth
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Develop end-to-end service design and lifecycle management strategies and solutions that are innovative and user-centred
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Create compelling service concepts, scenarios, and propositions through storyboarding, blueprinting, and use case development
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Lead user testing and validation of innovations, solutions, and experiences
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Facilitate and drive collaboration and partnership with cross-functional teams, including developers, product managers, and stakeholders, to ensure design-led, user-centred thinking
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Navigate organizational complexity and establish design priorities and effective communication with stakeholders
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Drive the adoption of design thinking and agile methodologies by taking up roles such as scrum master in agile design teams and advocating for user-centred design principles.
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Leading and mentoring other designers to ensure quality design output and promote a culture of continuous improvement
How I got into Service Design & Research
Service design and research have been a passion of mine ever since I realized the transformative impact they can have on people's lives. After working as a product designer in New Delhi, I decided to pursue a Master's in Innovation Management in London in 2016. During my studies, I worked on a variety of live projects that helped me understand the importance of innovation and user-centred design.
In addition to my studies, I also worked part-time as a Care Assistant for dementia and end-of-life care. This experience taught me the value of empathy, adaptability, and approachability, and gave me a deep appreciation for the power of design to positively impact people's lives. By working with sensitive users in challenging environments, I learned how to be more effective and empathetic not only as a designer but also as a human, and how to work collaboratively in diverse teams.
What I'm curious about
My dedication to working for social change and making lives better drives my interest in human-centred design for vulnerable populations and design for inclusivity. I believe that understanding the diverse and complex needs of stakeholders is essential to creating innovative solutions that benefit society.
As a travel nerd, I enjoy observing how people interact, their motivations, and the context in which they do so.
Experience
Oct '21 - Mar'23
Service Designer
Philips Experience Design, Remote
Led service design, customer research, and strategy to enhance the end-to-end customer experience for product lifetime and employee upselling processes, resulting in improved customer retention, satisfaction, and upsell revenue at Philips.
Jan '20 - Oct '21
Service Designer
Studio 5B, Dr. Reddy's
Laboratories, Mumbai, India
Design and implementation of service strategies, and applied design-led methodologies to create seamless healthcare experiences, and improve existing offerings for end users such as patients, clinicians and healthcare providers.
Dec '19
Design Thinking Associate
Crossed Design,
New Delhi, India
Design and conduction of design thinking workshops for clients, helping them to unlock their creativity and develop innovative solutions to complex challenges.
Oct '18 - Jun '19
Design Researcher
Himachal Pradesh State Handicrafts & Handloom Corporation Ltd., India
As an ethnographer, conducted in-depth research on traditional Indian craft communities for my Master's dissertation, exploring their history, culture, and production processes. Research also focused on the resilience of craft communities and creating strategies to meet the demand for experiences, not just products.
Jul '18 - Sept '18
Design Research Fellow
#OneLess: Forum for the Future, London
Developed sustainable service models aimed at increasing access to drinking water in London while reducing single-use plastic bottle consumption. Prototypes were created for stakeholders including Lord's Cricket Stadium, Greater London Authority, and King's College London. The team presented at the London Design Festival'18, receiving positive feedback for potential environmental and social impact.
May'23 - Present
Design Lead - Service Design & Research
Axis Design Lab,
Freecharge & Axis Bank, Remote
Leading Axis Bank's internet banking strategy, user research, and stakeholder management while overseeing a team of UX designers and researchers, fostering collaboration and Design Thinking across the organization. Established DesignOps implementation for enhanced workflow efficiency and played a pivotal role in driving innovation within the design lab.
Jul'16 - Jul '17
Product Designer
Kapkol Exports,
New Delhi, India
Worked as a product designer for research, development, and sampling for brands such as Ann Taylor, Nordstrom and Stella & Dot for embellished and embroidered accessories.
Education & Certifications
Nov '20
Service Design Management
Service Design Network (SDN) Academy
Service Design management - setting stage for implementation by Tina Weisser
Jun'12 - Jun '16
BA Product &
Apparel Design
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National Institute of Fashion Technology (NIFT),
New Delhi, India
Graduated with merit.
Sept '17 - Jun '19
MA Innovation
Management
Central Saint Martins, University of the Arts
London (UAL), UK
Graduated with merit and a scholarship for the
second year.
Let's Talk.
I am eager to take on new projects and collaborate with like-minded individuals. Connect with me to discuss how we can work together.