Portfolio

Research that shapes decisions.

A full picture of my work — from professional engagements at scale, to academic research that laid the foundation, to projects I'm building in the open.

Case study live Summary available Case study in progress Academic project Suggested project

Professional Work

Client engagements where research drove measurable product and business outcomes.

U.S. Telecom Provider UX Research Marketing Research Evaluative Research ● Case study live

Customer support agents were skipping the churn nudge. That turned out to be the most important finding.

A major U.S. telecom provider built an AI-powered churn-risk nudge into their customer support agent CRM to flag at-risk customers during live calls. When adoption stayed low, evaluative research across 12 in-person agent sessions uncovered why: the nudge appeared too late in the call, flagged the wrong customers, and gave agents nothing they could actually act on. Findings paused further investment and shifted the team's question from "why aren't agents using it?" to "what would make it genuinely useful?" — with a follow-up study now planned.

12 Customer support agents
interviewed
3 HMW questions
agreed
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U.S. Telecom Provider UX Research Service Design ● Case study live

Retail store representatives were bypassing the arrival kiosk. Customers were avoiding it. That was the real research brief.

A mandatory kiosk-first ID verification system was being quietly ignored by store Customer support agents during peak hours. Through field observation, Customer support agent shadowing, and stakeholder interviews across 20 pilot stores, the research revealed the real problem wasn't the interface — it was a misalignment between operational policy, customer trust, and real-world retail behaviour.

−50% Peak queue
wait time
20 Pilot
stores
↑ ~100% Self-completion
rate
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Enterprise B2B · VL Central UX Research Strategy ● Case study live

The product had an adoption problem and no telemetry to explain it. I built the research to find out why.

Led a 6-month mixed-methods contract research programme investigating why enterprise partners resisted migrating to a new B2B platform (VL Central) — combining interviews, usability testing, and behavioural analytics to surface friction invisible to the engineering team. Translated findings into a RICE-prioritised roadmap adopted by the product team.

+22% Platform adoption
lift
50+ Research
participants
4/4 Findings
actioned
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Thence UX Research Strategy Case study coming soon

68% of shoppers left at checkout. The data showed where. The research showed why.

Investigated why the majority of shoppers were abandoning at the checkout stage of a mid-market e-commerce platform. Combined funnel analytics, exit-intent surveys, and moderated usability sessions to pinpoint friction, trust gaps, and cognitive overload in the payment flow.

✏️ Full write-up in progress — available on request
I-PAC · Hyderabad UX Research Strategy Summary available

A civic app that needed to work for everyone — including people who had never used a smartphone before.

Conducted large-scale qualitative research to understand how diverse citizen demographics interacted with political communication tools across regional languages. Translated complex user needs into accessible, culturally-appropriate digital experiences — balancing speed-to-deploy with inclusivity requirements.

Civic High-stakes
context
Multi Regional language
coverage

Academic Projects

Foundational research across IIT Gandhinagar and TISS Hyderabad — from HCI experiments to field ethnography.

IIT Gandhinagar · Year 1 HCI Research Academic Write-up coming soon

Could eye movements flag depression before anyone says a word? We built research to find out.

Explored whether eye movement patterns and oculomotor abnormalities could serve as non-invasive early indicators of depressive episodes. Combined computational analysis with user-centred research to evaluate the feasibility and ethics of passive diagnostic interfaces.

✏️ Academic write-up in progress
IIT Gandhinagar · Year 2 HCI Research Academic Write-up coming soon

Could oculomotor patterns predict early dementia before symptoms appeared? That was the question.

Extended the eye-abnormality detection framework to dementia — investigating whether oculomotor deviations in cognitively healthy adults could predict early-stage neurodegeneration. Involved literature synthesis, ethical considerations in passive diagnostics, and prototype evaluation.

✏️ Academic write-up in progress
TISS Hyderabad · Year 3 UX Research Academic Write-up coming soon

A village. A government app. A gap between what policy assumed and how people actually lived.

Conducted immersive field ethnography in Achempet, Telangana — observing how rural communities interact with digital and governmental services. Produced thick descriptions, journey artefacts, and design provocations for more inclusive, contextually-grounded service delivery.

✏️ Academic write-up in progress
TISS Hyderabad · Dissertation UX Research Academic Write-up coming soon

We assumed students who did more enjoyed university more. The data made it more complicated.

Master's dissertation examining the relationship between extra-curricular activity (ECA) engagement and overall student satisfaction in higher education. Used quantitative surveys, in-depth interviews, and thematic analysis to surface institutional design implications.

✏️ Academic write-up in progress

Personal Work

Independent projects, frameworks, and writing — built from the methods and perspectives I've developed across my career.

Personal Project Process

Every researcher has a toolkit. Most never document theirs.

Interview guides that actually get people talking. Synthesis frameworks that survive messy data. Facilitation plays tested on skeptical stakeholders. This is the research operating system I've built — session by session, from telecom call centers to enterprise boardrooms — now documented as an open playbook.

Personal Research · Medium UX Research Cultural ● Live on Medium

I moved from India to the Netherlands and noticed how differently people use digital products here.

Moving countries made me a researcher by default. In this piece, I unpack how European — and specifically Dutch — product and UX culture operates at a different pace and with different values than what I knew in India. Slower deliberation, more trust in process, quieter but more intentional design decisions. Written from lived experience, backed by observation.

Read on Medium →
Personal Research Strategy UX Research

The churn nudge study made one thing clear: there are no guardrails for AI in UX research. That needed addressing.

Drawing on hands-on experience with AI nudge design in telecom retail and a deep interest in AI ethics and human-centred design — a practical framework for ethical AI integration in UX research.