Research & human behavior.
Service design. Product design.
Systems thinking. CX Leadership.

Helping companies shape, design, and deliver end-to-end customer experiences that drive and deliver value using human research and data analysis. Based on human insights & needs as well as experience and operational data, I envision the best ideas & solutions, innovating and validating along the way.

About

20+ years doing and leading qualitative and quantitative user research.
20+ years designing digital experiences.
6+ years leading Service Design for healthcare, tech, retail, and travel organizations.
15+ years doing project and team management, as well as coaching and mentoring individuals in various roles.
Confident with executive stakeholders, facilitating workshops and building service partnerships.
Experienced in design thinking, evidence-based decision making.
Hands on with mixed methods research, all service design activities including user needs, end-to-end journey and service mapping, blueprinting, defining performance metrics and KPIs
Deep background in UX design, usability testing and heuristics evaluations
Comfortable using analytical tools such as Qualtrics and Amplitude to measure UX/CX
Experienced with Agile delivery processes and standards.

I was born in India and moved to New England (USA) as a child, where I still live with my vizslas (pointing dogs), whom I breed and show.

I started out as a software engineer with a degree in Computer Science but found my passion in Experience design and research over 20 years ago. And I still love it.

An ardent problem solver, I apply my natural curiosity to dig deep to understand, and fix experiences in all realms. By combining my technical training and my creativity & design abilities, I push the boundaries beyond “good enough” to innovate, without compromising the fundamental solution that works.

More about me