Girish Rao
Head, CX | Transforming Data → Better Decisions | Ex HFI Instructor
- Role
- Head of Customer Experience at Kelp
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Girish Rao
An engineer-turned-designer, I currently head Customer Experience at Kelp - An expert enterprise system that provides end-to-end support for alternative investment firms, enabling professionals to make faster, better decisions. Through a combination of data-driven intelligence and smart flows, Kelp augments organisational intelligence and automates routine tasks to free up bandwidth and enable high-quality decision making throughout the investment lifecycle.Over the last 15 years, I’ve worked in the areas of user experience consulting, product research and design in multiple countries, including India, Singapore, and South Africa. In my current role, I strive to combine my understanding of technology platforms and systems with my expertise in research, user experience design, and product management to enable exceptional customer experiences on the Kelp platform. My role involves mapping out the customer journey on our platforms and the design of an intuitive and delightful user experience - one that makes users revisit the platform and leverage tailor-made insights for decision-making.
Experience
Head of Customer Experience
Jun 2021 — Present · Bengaluru, IN
At Kelp, I nourish the customer experience of the product. So far, I\'ve been up to:2021: Immersion in the product and the private equity domain. Deep understanding of personas, their needs and goals, and scenarios of use. Tactical fixes to the current version, then experimenting with options for the strategic fixes. 2022: Jan - Apr: Continued exploring strategic fixes with external partners. But they were either focused on visuals, or on individual screens, or just simplification. No re-visiting from core needs and value :(. 2022: May - Sept: Set up an internal core team for a complete re-do of the product. 1 Product, 3 Designers (UI, Visual, and UX). Exhaustive Redesign: IA & Structural Design, Primary Flows, Visual Design, a Design System, and all flows across 5 modules. Strong underlying design principles + a UX & UI library covering patterns, components, and elements (each with accessibility + responsive built in). 2022: Aug - Dec: Development support and iterations as needed. Storybook components built first, then screens, flows, and QA testing. In parallel, Product nominated at the UX Design Awards, and part of final judging round for the Red Dot Awards. 2023: Polishing and ensuring a quality product. Rolling out the platform to our existing clients. Many kudos, and some suggestions - prioritising and refining their feedback into the product. Diving into analytics of use. Experimenting with eye-opening visualizations. Also re-doing sales artefacts (brochures, product manuals, product videos, and the website). Focusing the team on pushing the envelope across research, design, data exploration, and implementation.
Education
Sardar Patel College of Engineering, Mumbai
Bachelor of Engineering
Penn State University
Master of Science
Skills
- Contextual Inquiry
- Usability Engineering
- User-Centered Design
- Information Architecture
- Human Computer Interaction
- Heuristic Evaluation
- Interaction Design
- User Experience Design and Research
- Human-Computer Interaction
- Mobile Devices
- Usability Testing
- Online User Experience
- Mobile
- User Experience
- Technology Wrangler
- Management
- Industrial Design
- Human Factors
- Human Factors Engineering
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