Design Customer Service
Resume:
Shweta Nitin Saksena
Mobile: +1-980-***-****
*******.******@*****.***
Resume
Overview:
Have extensive Industry experience of 5+ years in design and a proven ability to convey concepts
through my design by coupling excellent communication skills. I have a strong background in SAP
Enterprise tools, Web Application, Desktop Application, mobile applications, e-commerce website and
Product Interface design and Usability testing. I also have experience in core concept development,
storyboarding, Information Architecture, wire-framing and visual design.
Experience:
Sr. User Interface Designer Aug 2010- Mar 2013
Technology and Innovation Platform core, SAP Labs India Pvt. Ltd, Bangalore
Sr. User Interface Designer Apr 2010 – Jul 2010
Communication and Design Group, Infosys Technologies Ltd., Bangalore
User Interface Designer Mar 2008 – Mar 2010
Communication and Design Group, Infosys Technologies Ltd., Bangalore
Product Design Intern May 2007 – Oct 2007
NXP Semiconductors India Pvt Ltd, Bangalore
Product Design (Internship) Oct 2006 – Nov 2006
Tata Johnson Control Automotive Ltd., Pune
Education:
Post Graduate Diploma Programme in Design (Product Design)
National Institute of Design, Ahmadabad, Gujarat, India Jun 2005 – Oct 2008
Bachelor of Architecture
Government College of Architecture, Lucknow, Uttar Pradesh, India Sep 2000 – Jun 2005
Computer Proficiency
Microsoft Visio 2007, Adobe Photoshop, Adobe Indesign, Adobe Illustrator, Microsoft PowerPoint,
Corel Draw 12, AutoCAD 2006, 3-D MAX 5, Rhino 3, etc.
Skills & Expertise
Information Architecture, User Scenarios, Story-board, User-Centered Design, User Research,
Contextual Inquiry, Wireframes, Mock ups, Visual Design, Usability Testing, Heuristic Evaluation,
Product Design and Product Interface.
Projects:
SAP Labs India Pvt. Ltd., Bangalore
Brooklyn
This tool helps business users to create and manage their business model in SAP context using
well define industry standards and KPIs. Thus this tool act as an interface between business and
IT world.
Role & Responsibilities – I am responsible for conceptualizing and defining business application
with inputs from solution and product management. My primary responsibilities include
conceptualizing the business requirements, conduct user research and stakeholder evaluation,
ideating new concepts, defining wireframes for initial discussion and development. Analyse
feedback and defining user interactions/application behaviour for communicating the design to
development teams. And last but not the least, executing the design with the development team
throughout the development and quality testing cycle.
Technical Monitoring Tool (mobile application)
Design an Android and iOS application for SAP Technical Monitoring Tools, to focus on the
availability and performance of the IT infrastructure.
Role & Responsibilities – I have optimized the SAP Technical Monitoring Tool into an android
and iOS application. This shift is the key to enhancing service quality and ensuring that it
matches business expectations.
This enable IT support executive to quickly determine the impact of IT incidents on business
service performance, identify the root-cause of an incident, thus reduce its duration and mean-
time-to-repair
Infosys Technologies Ltd., Bangalore
Communication and Messaging System (web as well as mobile application)
Sears Holdings Corporation, Chicago.
Design an internal social networking site which will help people to collaborate, learn and share
information from all the location in different part of the world. The application is designed as a
web application, desktop application, mobile application and iphone application.
Role & Responsibilities – I have helped the client in conceptualizing the product, designed the
Information architecture of the entire application and detailed to a point where the concept can be
implemented and go live within the stipulated time.
Logistics Integrated Network Control System
Sainsbury’s Supermarkets Ltd., London.
LINCS controls all supply point management activities and assist Logistics team in maintaining
various aspects of supply chain network. This includes planning, implementing and controlling
the efficient & effective flow and storage of goods, services and related information from point of
origin to point of consumption for the purpose of satisfying the customer requirements.
Role & Responsibilities - Designed a proof of concept to show-case the design capabilities and
skills. I have conducted Usability review, designed a new task flow, and did wireframes and
visual designs to enhance the existing experience.
Business Travel account
American express
BTA is a centrally billed, cardless account that allows travellers to have their travel expense
charged directly to a department account. It allows authorised users to charge travel related
expenses through a designated travel agency, centralising travel expenditure and allowing better
management of travel costs.
Role & Responsibilities – As a designer I helped the development team to convert the business
requirements into usable Interface design. Conceptualised the whole product into wireframes and
did visual design to enhance the experience.
Shopping Trip 360
ST360 is an information ecosystem which help shoppers, retailers and CPG manufactures to
collaboratively achieve real world awareness and leverage its benefits to individual and collective
competitive advantage.
Role & Responsibilities – As a product designer I analyse user’s need and create scenarios.
Thus came up with ideations (like smart shelves, intelligent cart). Sketch and Render the final
concepts for the better understanding for the team.
Smart Visual Merchandising (SVM)
Infosys SVM is shaking up retail because of its ability to activate consumers in the store,
effectively market similar and complementary items, better service shoppers on the sales floor
and in the fitting room and provide meaningful insight into in-store shopper behaviour.
Role & Responsibilities – I analyzed the user need and requirements in retail stores and create
scenarios. I came up with ideations for different retailers (e.g. jeweller and apparel
merchandisers), designed concepts, rendered sketches and 3D model.
Apparel E-Commerce site (Saas model for apparel retailers)
A global solution for apparel retailers based on their business models for use of software.
Role & Responsibilities – Designing UI for global E-commerce apparel site.
ActiveDesk (A Customer Experience Enhancement Product for Contact Centres)
ActiveDesk is a comprehensive NextGen product for Contact centres designed that helps agents
to deliver a consistently superior customer service experience, enabling companies to achieve
increased differentiation while achieving higher revenues and lowering overall cost.
Role & Responsibilities – I did intuitive mapping between user’s intention and application’s
function for the admin portal of the application. I have designed wireframes, task flows,
Information architecture, Visual design and UI specifications.
NXP Semiconductors (founded by Philips), Bangalore
In-Store Media Service-A Multimedia Kiosk (Digital Media Centre for Nokia Mobile phones)
A digital media station using touch screen technology that enables the users to choose from a
myriad of music label and independent label tracks, download those tracks at the station.
Role & Responsibilities – I identified the attributes and relationships of design elements. With the
expert knowledge of the design process and deliverables throughout the development lifecycle I
redefine the requirements and came up with the final product design and its interface.
Tata Johnson Controls Ltd., Pune
Generated Seating and Interior Design concept for New-Generation mini Van.
Role & Responsibilities – After analysing the different users and benchmarking the vehicles of
that segment, I have to come up with concepts for new-generation mini-van in form of sketches
and Photoshop rendering. I collaborated with Product Designers, trim design team and CAD-
CAM dsesign team to convey concepts.
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