Interaction Lead
Pensaar Design, INDIA

Alisha Raghavan blends together her education in Psychology & Communication and her passion for design to create customer experiences that are meaningful and delightful. Her passion for solving real customer problems led her to starting her own design firm where she helped several companies in India bring the focus back to understanding their customers and creating well designed experiences for them.

Over the last 10 years of her career she has worked at multiple design firms and tech startups; her focus has been to ensure that design decisions were driven by an understanding of the customer’s behaviour.

Alisha has done a broad range of work that cuts across domains of healthcare, FMCG, retail, to education, financial, and manufacturing. Working on projects across a diverse range of industries has allowed her to mine, map and understand underlying patterns in human behaviours that drive customers to interact with brands and businesses the way they do.

Alisha has innate leadership skills, she easily takes on lead roles on projects and works well with teams to deliver the best customer experience.

She has also been a presenter at HexagonUX, Beehive, and Accelor, speaking about customer needs, experimentation, design thinking in User Experience design.

3 hrs Workshop (Half Day hands on)

Targeted to Standard – Foundation

Track 3: Design Systems, Research, Methods, and Processes

Design Thinking for a Great Customer Experience

Our workshops have a human-centered approach to deal with Growth, Innovation and Problem Solving. Awesome experiences start with developing deep customer insights, creating a clear and well-understood customer benefit and identifying the right problem to solve.

1. Ideas to Action: How to use experimentation to learn and fail fast; We test key assumptions of ideas before implementation to increase chances of success.

2. Creative Problem Solving: Using our ideation techniques and tools help team to go beyond conventional thinking and boost the creative confidence of a product.

3. Customer Segmentation: How to define primary and secondary customer segments and prioritise product development for max impact and adoption.

4. How do you build out an MVP: That integrates business focus and is designed to solve for the customer

5. Prototyping for Gathering Unmet Needs

6. How to conduct customer interviews: Taking advantage of customer interactions by building on your interview skills

7. Defining the right problem to solve: Learning how to articulate the right problem that inspires good ideas

8. How to do a heuristic evaluation of your product

9. Mapping Customer Experiences

Track 3: Design Systems, Research, Methods, and Processes

Three key takeaways

1) Hands on experience with the Design Thinking process
2) Learning New Research Techniques
3) Understanding how to articulate the right problem that inspires good ideas

Rough outline of the workshop

Discover: Learn how to conduct effective qualitative deep ended research. How to understand customer behaviour over intent.
Insight: How to synthesize customer data into valuable insights. Defining the right problem to solve.
Dream: Rapid iteration using tools such as biomimicry, and tech cards.
Disrupt: Iterative prototyping and Experimentation of the selected solutions.

18min TED like talk

Targeted to STANDARD – Foundation

Track 3: Design Systems, Research, Methods, and Processes

Co-presenter details – Kavitha Appaya

UX Research – the (underrated) key to a great customer experience.

The saying “customer is king” has never been truer. Everyone from startups to large corporates know that the customer experience can make or break even the best product. But how well do we know these users?

Only the curated thoughts of a customer reach the teams designing the user experience. Surveys and questionnaires can capture the ‘what’ but never really capture the ‘why’;and uncovering unobvious customer insights.

We will also talk about how iterative prototyping in research can unearth actual customer behavior, with examples from our wide range of projects such as Dvara, an MFI that works for financial literacy. We will present the way we used deep analysis and synthesis of this behavioral data, led to a digital solution that was not only simple and intuitive for the customer to use, but also empowered everyone to save in smarter, more efficient ways.

We will also speak of our work with an e-commerce company, and how a deep understanding of their vendors led to a redesign in the seller experience. From interviews to wireframes to visual design, we will display the entire process. The talk will communicate the importance of research to customer experiences; with real world examples.

Track 3: Design Systems, Research, Methods, and Processes

Co-presenter details – Kavitha Appaya

Three key takeaways


1) How research affects customer experiences/ the value of in depth research
2) Providing examples of this value across different sectors
3) Quick tips on how you can do it yourself.

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