{"id":10883,"date":"2014-10-11T14:58:50","date_gmt":"2014-10-11T14:58:50","guid":{"rendered":"http:\/\/theme-fusion.com\/avada_demos\/portfolio\/?page_id=10883"},"modified":"2023-09-27T21:44:37","modified_gmt":"2023-09-27T21:44:37","slug":"about","status":"publish","type":"page","link":"https:\/\/ritumihir.com\/about\/","title":{"rendered":"About"},"content":{"rendered":"

Experience & background<\/h1>\n<\/div>
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    20+ years doing and leading qualitative and quantitative user research.<\/p>\n<\/div><\/li>

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    20+ years designing digital experiences.<\/p>\n<\/div><\/li>

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    6+ years leading Service Design for healthcare, tech, retail, and travel organizations.<\/p>\n<\/div><\/li>

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    15+ years doing project and team management, as well as coaching and mentoring individuals in various roles.<\/p>\n<\/div><\/li>

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    Confident with executive stakeholders, facilitating workshops and building service partnerships.<\/p>\n<\/div><\/li>

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    Experienced in design thinking, evidence-based decision making.<\/p>\n<\/div><\/li>

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    Experienced with Agile delivery processes and standards.<\/p>\n<\/div><\/li>

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    Hands on with mixed methods research, UX design and testing, and all service design activities including user needs, end-to-end journey and service mapping, blueprinting, defining performance metrics and KPIs<\/p>\n<\/div><\/li>

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    Comfortable using analytical tools such as Qualtrics and Amplitude to measure UX\/CX<\/p>\n<\/div><\/li><\/ul><\/div><\/div>

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    Expertise & Tools<\/h1>\n<\/div>
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    Experience Research<\/h5><\/div><\/div>
    20+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Qualitative Research<\/h5><\/div><\/div>
    20+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Ethnographic Studies<\/h5><\/div><\/div>
    20+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Journey Mapping<\/h5><\/div><\/div>
    10+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Service Design<\/h5><\/div><\/div>
    6 years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Experience Blueprints<\/h5><\/div><\/div>
    6 years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    UX Design<\/h5><\/div><\/div>
    20+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Systems Thinking<\/h5><\/div><\/div>
    10+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Design Thinking<\/h5><\/div><\/div>
    20+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Quantitative Research<\/h5><\/div><\/div>
    20+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Usability Testing<\/h5><\/div><\/div>
    20+ years<\/h5><\/div><\/div><\/div><\/div><\/div>
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    Mentoring <\/h5><\/div><\/div>
    10+ years<\/h5><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>
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    Work history<\/span><\/h1>\n<\/div>
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    Independent Consultant, Research & Service Design
    \n<\/strong><\/p>\n<\/div>

    Boston, MA, 2010+<\/em><\/p>\n<\/div>

    Provide Service Design, Research, UX Design and Strategy services directly to corporate clients including Novartis, CVS Health, Ocean Spray, LeGrand, Dell Technologies, 5hellos, Petari.<\/p>\n<\/div>

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    Head of Customer Experience
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    DayToDay Health, <\/em>Boston, MA, 2019-2022<\/em><\/p>\n<\/div>

    Joined this healthcare startup to build an in-house CX practice for remote patient care.<\/p>\n

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    • Conducted all generative and evaluative research, patient & clinician interviews, surveys, concept testing, service design testing, and usability testing.<\/li>\n
    • Worked with design and service operations teams to rapidly incorporate insights into the agile product\/service cycles to get updates and new features\/services to patients every 2-4 weeks (while informing the long-term digital and service experience strategy)<\/li>\n
    • Created end-to-end patient journeys (acquisition, onboarding, clinical care, offboarding) as well as clinical service blueprints to optimize and align internal workflows.<\/li>\n
    • Trained and supported frontline clinical staff to operationalize the blueprints and deliver optimal patient experiences.<\/li>\n
    • Worked with Product Managers to create or refine product roadmaps to align with users<\/li>\n
    • Supported Sales Team with experience\/service maps to aid in sales to hospitals in India, US, & UK.<\/li>\n
    • Infused CX thinking across the organization thru continuing collaborations with product, design, content, and operations teams.<\/li>\n<\/ul>\n<\/div>
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      Customer Experience Consultant
      \n<\/strong><\/p>\n<\/div>

      CNote, <\/em>Amsterdam, Netherlands, 2006-2019<\/em><\/p>\n<\/div>

      Co-founded this CX consultancy in Europe to help leading EU clients deliver exceptional customer experiences, build brand loyalty, and increase revenue. Client engagements included:<\/p>\n

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      • Mixed methods, often rapid research, field research<\/li>\n
      • UX strategy & design, Service Design<\/li>\n
      • Project roadmaps and management to ensure on-time delivery for all engagements.<\/li>\n
      • CX & design thinking workshops for client teams<\/li>\n<\/ul>\n<\/div>
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        Head of UX Design<\/p>\n<\/div>

        Fredhopper, <\/em>Amsterdam, Netherlands, 2002-2006<\/em><\/p>\n<\/div>

        Led all UX design and user research activities at this UX agency serving EU clients including Philips, Thomas Cook, Deloitte, ING, Ahold, Argos UK, ShopDirect. Typical activities included:
        \n–\u00a0 Qualitative, Contextual User Research
        \n–\u00a0 User needs, business needs & gap analysis
        \n–\u00a0 Journey maps, Process flows
        \n–\u00a0 Conceptual, Interaction and Visual designs<\/p>\n<\/div>

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        Director of User Experience<\/p>\n<\/div>

        TechTarget, <\/em>Dedham, MA, 1999-2002<\/em><\/p>\n<\/div>

        Built and led 12-person UX team of researchers, designers, and producers when TechTarget was a startup offering vertical content to the tech industry.<\/p>\n

        Worked cross-functionally with Marketing, Sales, IT, Business Development, and Acquisitions teams to ensure user-representation.<\/p>\n

        Successfully designed and launched 20+ IT-specific vertical web sites in fast-paced startup environment.<\/p>\n

        Led the customer research and testing for all 20+ sites to oversee ongoing improvements.<\/p>\n<\/div>

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        User Experience Design Consultant<\/p>\n<\/div>

        Reed Elsevier (RELX), <\/em>Cambridge, MA, 1997-1999<\/em><\/p>\n<\/div>

        Established first in-house UX team to offer web application design and usability services to Reed Elsevier’s 40+ publishing companies including Elsevier Science, Reed International, OAG, Cahners, and LEXIS-NEXIS.<\/p>\n

        Services included contextual inquiry, conceptual and UX design, user needs analysis, usability-testing, and visual design.<\/p>\n<\/div><\/div><\/div>

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        Education & Recognition<\/h1>\n<\/div>

        B.S. Computer Science & English Literature<\/b>
        \nUnion College, Schenectady, NY April, 1991<\/p>\n

         <\/p>\n

        ToBe Worldwide,\u00a0IxDA 2012 Interaction Design Award<\/b>, Top 5 in Empowering category<\/p>\n

        ING Postbank 2005 & 2006,\u00a0ThuisWinkel Award for best banking website<\/b>, Holland<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"100-width.php","meta":{"footnotes":""},"_links":{"self":[{"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/pages\/10883"}],"collection":[{"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/comments?post=10883"}],"version-history":[{"count":504,"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/pages\/10883\/revisions"}],"predecessor-version":[{"id":15919,"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/pages\/10883\/revisions\/15919"}],"wp:attachment":[{"href":"https:\/\/ritumihir.com\/wp-json\/wp\/v2\/media?parent=10883"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}