I lead the User Research and Experience Insights practice. Our team of seasoned mixed-methods researchers delivers high-quality, actionable insights at lightning speed. As the author of *Strengthen Your User Research Superpowers*, I am dedicated to empowering teams with effective research methodologies. Our services: https://uxreactor.com/service/experience-insights/ #UXIgnite Podcast: https://www.youtube.com/playlist?list=PLGZG1X6iC-vSdcvFfC9823MJdE1HAEdd7 Book: Strengthen Your User Research Superpowers. Details here: https://kuldeepkelkar.com/UXReactor is an award-winning User-Centric Product Strategy, Insights, and Design firm headquartered in California. I’d love to connect and discuss how we can transform user experiences together.

Successfully spearheaded the establishment of User Research Services.Led a team of talented user researchers across North America and Europe.Generated several million in annual revenue for the User Research Services business, maintaining a 30%+ gross margin, high billable utilization, and over 60% recurring revenue (ARR).Championed numerous company-wide initiatives and customer engagements, driving adoption and usage.Trademarked and patent-pending QXScore (lead author). QXScore (Quality of Experience Score) is a holistic, easily understood standard for measuring user experience that quantifies users’ attitudes and behaviors into a single score and identifies opportunities to improve. It can measure user experience progress over time, relative to competitors, or across multiple lines of business, digital properties, and products.

Led the User Experience Design & Research services practice across North America, Europe, and Asia with TCS Digital. Led over 100 globally distributed consultants (Designers & Researchers). Established a Silicon Valley Innovation Design Studio, fostering a culture of innovation and executing hundreds of UX design and research projects across various industries.Implemented training programs for consultants, enhancing skills and career growth, contributing to high retention and satisfaction. Collaborated with teams to identify new business opportunities, boosting revenue and market expansion. Managed revenue targets, defined UX offerings, and led sales pitches and business development efforts in addition to UX Delivery.Delivered UX design projects for mobile apps, responsive websites, big data visualization, and enterprise productivity applications for top global brands across multiple industry verticals.

Designed and delivered new live-to-site designs that have dramatically improved conversion, activation, and engagement around the globe. This includes the checkout experience, onboarding flow, and servicing experiences. Launched an entirely new servicing experience for millions of business users worldwide. This resulted in improved workflow efficiency and better data and analytics views for businesses of all sizes. Solved long-standing voice of customer (VOC) issues. Led a team of Interaction Designers, Visual Designers, Operations, and User Research. Recognized as a true partner by Product, Engineering, and regional business units in the US, Europe, Asia, and South America.Accountable for design quality from Vision, UI Framework, User Flows, Wireframes, Design prototypes, and specifications to live products that delight end customers.

Responsible for user research across all business units and markets. Our team conducts research globally, including in North America, Europe, the Middle East, Africa, the fast-growing Asia Pacific region, and Latin America.Managed and delivered Merchant Checkout A/B testing solutions and analysis to demonstrate the value of checkout design improvements in partnership with merchants worldwide.Hired, led, and inspired a highly talented team of over 10 researchers and contractors. Managed research vendors globally and prototyping professionals in India.Managed a $2,000,000 research budget, excluding FTE salary and benefits.Accountable for Customer Metrics – specifically, the Product Net Promoter Score; a method to provide concrete and specific actionable insights to increase the Net Promoter Score and drive word-of-mouth product adoption.

Hired and retained the best of the best researchers. Managed and supported various research methods including field visits, usability tests, phone interviews, and participatory design sessions globally. Responsible for both strategic and validation research.Led the first-ever customer-focused persona development effort.

Conducted several usability tests, field visits, interviews, and participatory design sessions.Traveled & conducted usability studies in Asia (China), Europe (UK, Germany, France) & US.

Established a User-Centered Design program within a highly engineering-focused culture.Developed design Standards and Guidelines for UI components for web and Windows applications. Collaborated with engineers and QA to develop reusable components, which significantly increased the adoption rate of these standards across the company intranet, from Engineering to IT, and from HR to Sales.Provided Training Courses: Conducted several full-day User-Centered Design training courses for software engineers, managers, and marketing teams, including field engineers.Conducted multiple Participatory Design sessions, Usability Tests, Task Analysis, Affinity Diagramming, and Heuristic Evaluations (Expert Evaluations) for multiple product lines.Worked closely with Project Management teams to infuse customer-centricity throughout all phases of the Product Life Cycle (PLC), with a heavy focus on the Capability Maturity Model (CMM).

Role: Usability Researcher, Information Architect, Content Modeling Specialist. Implemented a small-scale in-house usability lab and worked closely with Sales to engage with new clients.Cisco & United Nations joint venture Netaid.org | Role: Researcher & Information Architect.Museum of Modern Art, New York (MoMA.org) | Role: Supporting Researcher.