Ruchi Lad

Conducted customer research and journey mapping engaging with individual, small business, and enterprise customers to identify friction points, resulting in a 20% reduction in recurring delivery complaints. Led analysis of service escalations, call logs, and feedback to highlight and fix systemic service gaps, improving customer satisfaction by 15%. Facilitated collaboration with operations, delivery, and digital teams to reduce service resolution time by 7%. Supported prototyping and concept validation increasing first-contact resolution by 12%, and translated frontline service insights into actionable design improvements, reducing escalations by 18%.

Designed TripEase, a mobile app reducing travel planning time from weeks to one day. Collaborated on product development for Brooks Running, optimising a payment portal that reduced checkout clicks from 7 to 3, improving user experience and conversion rates. Redesigned Department of Education Australia website, reducing bounce rate by 52% through optimizing information architecture and navigation. Increased Brooks Running user engagement by 36% through new feature integration, streamlining online shopping.

Conducted customer research and journey mapping engaging individual, small business and enterprise customers to reduce delivery complaints by 20%. Analysed service escalations and feedback to identify service gaps, leading to process changes that boosted customer satisfaction scores by 15%. Collaborated across Operations, Delivery, and Digital to align solutions, resulting in a 7% reduction in service resolution time. Supported prototyping and concept validation improving first-contact resolution rates by 12%. Translated recurring issues into actionable insights, reducing escalations by 18% and enhancing overall customer experience.