Shishir Raut Portfolio Review
About me MBA Indian Institute of Management, Indore
6 months of intensive training to complete
Customer Experience design
Shishir Raut
Ironman 70.3 Thailand finisher
Airtel stores launched
first half Ironman
One of the highlights of my career
2
MS. Strategic Design & Management Parsons School of Design, NY
Parsons ELAB
2013
First successful ascent of Stok Kangri (6153m) in the Indian Himalayas
2015
First 6000M+ peak ascent
2016
2017
2018
Married by best friend
Got Married
after 10 years of courtship
2019
Sales à Product à Experience Relentless, passionate and curious individual striving towards building great experiences
Thinking in systems Embracing complexity
Building consensus in cross disciplinary environments
Bridging analytically informed and design driven approaches
Reimagining Customer Acquisition Industry: Telecom Project duration: 12 months Team size: 15+ My role: Customer Experience Design Lead
Context
Shishir Raut
Challenges
Complex suite of mobile plan and product offerings
Customer Experience design
Goals
3x jump in customer NPS
Disconnected acquisition
50%
experience across physical
increase in postpaid sales within 6
and digital touchpoints
months of rollout
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Structure
Shishir Raut
Customer Experience design
Design Researcher
Insights & Analytics
Strategists
Product Analytical
My role
Creative
Engineering
UX/UI Designers Customer Experience Design Lead Brand
Environment designers
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Approach
Customer Experience design
Shishir Raut
“Simplicity seeker”
“Tech-Newbie”
“Valuator”
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“Digital Native”
Priya, “Social Sharer”
Customer interviews •
Led research planning including setting
User personas and journeys •
recruitment criteria and writing discussion guides •
Directly facilitated 5 of the 40+ interviews conducted across the national footprint
Led the process of identifying user personas
Ideation workshops •
building unique needs and opportunities •
Validated with internal product and marketing teams to ensure alignment
Led the development of full day immersive workshop including activity design and facilitation
•
Ensured alignment between key stakeholders (product, engineering, brand) building accountability and driving alignment on
•
Conducted channel audits mapping physical and digital interactions at various touchpoints
product/concept roadmap
Insights • Identified key friction points in customer journey Insight: In-store staff probing customers with a series of direct questions on phone and data usage
Shishir Raut
Customer Experience design
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Insights • Identified key friction points in customer journey Insight: In-store staff probing customers with a series of direct questions on phone and data usage
• Storyboarded future experience narratives and worked with designers to build low fidelity design sketches Action: Build intuitiveness in digital interfaces. Transform a transactional experience into something fun and playful
Shishir Raut
Customer Experience design
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Proposed UX
“Simplicity seeker”
“Valuator”
“Tech-Newbie”
Shishir Raut
Customer Experience design
10
“Digital Native”
Priya, “Social Sharer”
Proposed using personas as entry points to buying a
Defined an algorithm that made assumptions
Worked with the product teams to create bundled
mobile plan
regarding call and data usage patterns and served
packages of mobile plan and product offerings to
as the backbone of the recommendation engine
match with consumers’ usage patterns
Development
Shishir Raut
Customer Experience design
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Prototyped and tested 3 approaches with end
Worked with the design team in exploration of visual
Ensured hardware interdependencies are solved
consumers to validate hypothesis and inform
language ensuring alignment across multiple
for and created an internal testing environment for
product development
channels
the engineering teams
Solution Business Outcome
•
Touch table experience received huge media attention
•
Experience rolled out across 100 stores in 12 months
•
2500 stores planned over the next 2 years
Shishir Raut
Customer Experience design
Design Outcome
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Solution Business Outcome
•
Touch table experience received huge media attention
•
Experience rolled out across 100 stores in 12 months
•
2500 stores planned over the next 2 years
Shishir Raut
Customer Experience design
Design Outcome
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Solution Business Outcome
46% Increase in conversion percentage in new stores. These 100 stores will contribute to over USD 1.5 M in revenue over the next year
Shishir Raut
Customer Experience design
Design Outcome
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Solution Business Outcome
46% Increase in conversion percentage in new stores. These 100 stores will contribute to over USD 1.5 M in revenue over the next year
Shishir Raut
Customer Experience design
Design Outcome
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Learnings
Shishir Raut
Customer Experience design
Powered by InDesign
Importance of shared language and
Building agile and design capabilities in an
building accountability
organization takes time
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Reimagining Card Servicing Industry: Financial services (Fintech service provider) Project duration: 15 months Team size: 70 (including 8 direct reportees) My role: Lead Strategist
Context Challenges
Shishir Raut
Lead Strategist
Goals
Replace legacy debit and credit card servicing applications into a full-service integrated card servicing platform. Design and develop a unified experience giving 360 view of the cardholder information
Increase efficiency and create a positive service Siloed organization structure between Debit and Credit Product teams. Need to bring trust and transparency throughout the process
experience with over 3500+ financial institutions
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My Role
Shishir Raut
2 UX Researcher (US)
Client
3 UX Designers (LATAM + India)
Lead Strategist
Product
My role
Lead Strategist
Engineering 3 UI Designers (LATAM)
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Approach
Shishir Raut
Discovery
Jan’20 Project begins
Defining the user and buyer personas, highlighting the key design principles and presenting the design concept based on research insights
Lead Strategist
Development
Defining Design Concept
Setting repeatable processes to guide the definition and design of individual features
Design Pivot
Mar’20
User and Technical Research
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Feb’20
Q2-2020
Q3-2020
Q4-2020
Stakeholder workshop
Search Experience
Cards & Accounts
Transactions, Risks & Cases
Discovery
User Research •
Directly interviewed 24 Financial
Shishir Raut
Synthesis & Ideation •
Synthesized research to identify 3
Institutions to understand their needs
distinct user and buyer mindsets and
and pain-points.
defined critical behaviors to drive the design of the system
•
to understand the current system
•
Designed 2 concepts to test two distinct information architectures
•
•
Defined 6 key design principles and guided the UI team in creating visual design and mockups to be presented to
•
Tested 2 prototypes with 60 Financial
Conducted ideation workshop with 12
(remote survey on Maze) and qualitative
stakeholders across 5 business
(6 In-depth interviews) to gather
functions to ideate and rank possible
feedback and iterate on designs.
solutions
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Visual Designs
Prototyping & Testing
Institutions using a mix of quantitative
Conducted product and business interviews with 18 client stakeholders
Lead Strategist
the client
Discovery
Team Leader •
•
Planned & led 100+ consumer & client research
Client Coach
Interdisciplinary bridge •
Designing and implementing repeatable processes
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•
Building network/influence with key client stakeholders
sessions over 10 months to date with a mix of
combining Design Thinking and Agile development to
and guiding strategic decision-making, resulting in
qualitative/quantitative data-driven methods
guide 70+ features through the product design
leadership roles for internal leadership briefings and
lifecycle
product showcases, provided to other business units and external review committees.
Managing all project deliverables and timelines for 8 research and design team members across US and
•
LATAM
Coordinating with 25+ cross-functional members across client product, internal research, UX, visual design, data science and engineering teams.
•
Lead Strategist
Shishir Raut
solutions.
Coaching client stakeholders on design ROI. Advocating value of design thinking in Agile product development lifecycle and demonstrating results using Product
Identifying, analyzing, and disarming project risks bottom-up with scalable, manual/automated
•
•
Increased design throughput 42%
Testing usability scores using Maze (82%+) with high customer satisfaction scores
Solution ‘Breaking Silos’ Bringing together cross disciplinary functions to build an integrated platform required a mindset of change. Through facilitation and collaboration, I was able to break silos between different function and build trust and transparency throughout the process
‘Lean mindset and Pivoting’ ‘To create a design solution with lasting impact, I navigated two major pivots and realigned all design and technology efforts to steer towards the final outcome without allowing a drastic impact to the delivery schedule
‘Building comfort with ambiguity’ By bringing enterprise users early into the design Process, I helped the client learn adopt a “beginner’s mindset” and be more open to vulnerability, inexactness and uncertainty.
Shishir Raut
Lead Strategist
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Redesigning financial security app – Phase 1 Industry: Financial services (Fintech service provider) Project duration: 7 weeks Team size: 4 My role: Design Researcher
Context Challenges
Shishir Raut
Design Research
Goals
Customer Experience team was new. No alignment between product and customer experience. Design research had to run in parallel to product development
2X Increase adoption for an app providing financial
Need to showcase value of the strategic design process to an organization exposed to it for the first time
security for credit and debit cards to end users
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Approach
Recruiting users nationwide •
Refined recruitment criteria to better suit
Design Research
Shishir Raut
Conducting 1 day of co-creation workshops with 18 users •
co-creation workshop requirements
Designed activities included: Mood card to indicate financial
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Remote usability testing with users nationwide •
Assisted in writing discussion guide for the usability tests along with another strategist
status, designing an ideal app and ‘walk the line’ to indicate preference for app features.
•
•
Assisted in activity design and writing discussion guides
•
Moderated 3 of 9 usability testing sessions Maintained
Moderated 1 of 3 sessions and maintained detailed
detailed observations for the rest of the sessions, devised a
observations for the other two. Suggested including client
note-taking framework that massively simplified synthesis
SPOC in designed activities and ensured that happened
of research
Synthesis
Shishir Raut
Design Research
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Led the synthesis of findings across co-creation and
Identified customer ‘mindsets’ highlighting key
Suggested making a video of the design process to
usability tests identifying critical insights and making
factors of differentiation and pitched to client on
demonstrate value to client (not part of scope) Built the
actionable recommendations with direct impact on
targeting certain mindsets as opposed to the others
narrative and worked with a visual designer to get it done
product development timelines
Solution Business and Design Outcome
Increased alignment between customer
experience and product teams Feature specific feedback sped up development timelines
What began as a test phase got converted into
$250k
a 12 month contract including additional 2 phases of research and UX design. Additional scope for Globant worth $250K
Shishir Raut
Design Research
First prototype
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Building the future of construction Industry: Construction Project duration: 4 weeks Team size: 6 My role: Design Strategist
Context Challenges
Shishir Raut
Strategic Design
Goals
Transformative pressures of digital disruption in a lagging industry
Increase attractiveness of a leading Construction ecosystem driven by high financial pressures
components manufacturer’s products in this cost constrained environment
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Approach
Led 12 of the 30+ expert interviews across architects, strategists, development consultants etc to gain quick understanding on an unfamiliar industry
Shishir Raut
Strategic Design
Designed and conducted a survey among 80+ community members to gauge end users interactions with the built environment
Built systems level maps to understand the complexity of the construction
Tested multiple prototypes with key stakeholders and revised concepts based
ecosystem and identify nodal points of intervention
on feedback. Conceptualized and built the final prototype
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Prototypes
Climate change overlay
Shishir Raut
Aggregating certification systems
Strategic Design
Resiliency assessment index
Tested the concept with architects to realize that
Designed a flyer for the concept and tested with developers
Built the model and tested with building financiers
component decisions happen much higher in the
and LEED consultants to realize the lack of granularity in
(Fannie Mae), validated concept and refined
value chain
current certification systems (LEED, BREEAM )
parameters of the model
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Model
Strategic Design
Shishir Raut
Reduced risk
Better Financing options
Drives purchase of high performance components
Resiliency assessment platform
High performance components increases resiliency
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Solution Business Outcome
$5M
Shishir Raut
Strategic Design
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Design Outcome
Expected cost benefits for a 100,000 sq. ft building over 20 years
Cost benefits
Project spurred internal strategic initiatives in integrating digital systems with city governments for long term resiliency planning Designed in Sketch
Thank you!