Design lead for several end to end core experiences part of Amazon Music.

• Machine-learning driven personalized experience for playlists

• Search and Browse experience across multiple platforms(iOS, Android, Desktop, FireTV, Alexa devices)

• Define early stage of Multi-modal design across multiple work-streams (Alexa on Music App, voice driven app download across Amazon Entertainment and Alexa Music, Voice browsing for Car-mode). Scaling our business across different modalities and global marketplaces with 55M+ growing subscribers

Working as part of Amazon Fresh UX team, focuses on search, browse and discovery.

Designing for the future of omnichannel grocery shopping on Amazon. com and Prime Now.

As part of the Worldwide Customer Service UX team, I partner with small startup-like teams to design self-service tools for external customers, customer service agents and team managers across the globe.

Highlights:

• I lead the entire product design for Amazon’s first mobile chatbot- Message Us. I work closely with UX writers, machine learning scientists, and software engineers to create workflows from scratch to provide smart resolutions for our customers.

• Message Us on Amazon mobile shopping app was successfully launched in US/UK/IN marketplaces.

• Redesigned workflows resulted in Automated Issue Resolution(AIR) rate increased by 15%, and contributed to global operational savings.

• I define product vision by driving initial research for Worldwide Customer Service Central(CSC) performance management tool. I facilitated round-tables and interviews at 3 internal sites to generate user insights and strategy blueprint. Final deliverables were presented to higher leadership, gained alignment between product, tech and operations and became part of product roadmap.

As part of Digital device &Service Design group and working as one of the early core members of Multi-modal design team, I was responsible for defining the 1st generation voice-forward experiences from ground up. I designed the screen CX for the first Alexa devices with display- Echo Show and Echo Spot.

Highlights:

• Successfully shipped two V1 products within 2 years, Echo show alone has 9 MM unit sales within the first year

• Work alongside with 3 Product teams at the same time, with 2 Engineer teams and 1 Machine Learning team based in 3 different locations

• Expert for multi-modal domain design and led end to end screen UX for multiple hero features that scale across devices:

[Productivity]: Timers, Alarms, Reminders

[News &information]: Movies &Showtimes, Flash Briefing

[Cross domain features]: Virtual Dashbuttons, On-device Feature Awareness, 1P to 3P Alexa skills handoff

• Working closely with Voice UX Designers to define a new paradigm for using voice control a primary input while ensure customers can flexibly leverage screen as a secondary mode of interaction.

• Create and advocate for pattern consistency across multiple platforms(Echo show, Echo spot, Alexa mobile app and FireOS)

• Evangelize for multi-modal design and champion for studio-wide IxD process improvement by proposing redesigned IxD wiki, sharable templates and tools.

2014 New Car Experiences summer inquiry is a design oriented research examining the emerging trends of autonomous vehicles and speculating on the near future possibilities for novel car experiences and narratives.

• Participated in the entire phase of the research includes brainstorming, physical prototyping, and making an extensive collection of car related experience to identify initial research space and uncover point of interest.

• Especially contributed in making visualisations and prototypes to explore the areas of speculative in-car interface, mediated car experiences and digital terrain, while thinking about user’s behaviour and scenarios that would impact the connected car community in 10-15 years.

Our research outcome was later incorporated into Graduate Media Design lab inquiry, as part of an on-going research project between Art Center College of Design, Intel Research, and Jaguar Land Rover.