Resume

Led end-to-end product design for Pronto's enterprise B2B SaaS platform serving 60,000+ users across 30+ countries. Partnered with Product and Engineering to ship AI-powered conversational tools and complex workflow features from concept through production.

• Built Pronto's first token-based design system for AI-assisted development (Figma Make, Claude Code), including a component library with variable tokens, interaction states, typography scales, grid systems, and WCAG-compliant contrast. Co-defined standards with Engineering to align with Storybook. Reduced QA time for visual inconsistencies by 40% and accelerated product development by 30% within six months.
• Led design for Pronto's first two production AI features, building a 'Review–Refine' framework to address model limitations and establish user trust. Designed human-in-the-loop confirmation with graceful failure states and full workflow opt-out. One feature launched without this checkpoint at 5% adoption; adding the review step increased adoption to 25%.
• Conducted user interviews across user types to redesign Pronto's Home dashboard, applying progressive disclosure and user-specific customisation to transform it into a central operations hub. Validated the approach through comparative testing pre-launch. Delivered a 22% increase in session dwell time and a 52% increase in active engagement. A major healthcare agency cited this redesign as the deciding factor in choosing Pronto over a competitor.

Led design across three web service platforms serving 300,000+ customers, from research through shipped production UI.

• Directed UI design and product strategy for Mercury, a white-label reseller console covering domain, hosting, billing, and service management. Built a theming layer enabling colour and typography customisation across multiple live reseller brands while maintaining WCAG contrast and legibility through UI guardrails. Delivered brand-specific platforms for each web agency customer.
• Designed UI for VIPControl, VentraIP's self-service client portal. Ran moderated usability tests and workshop sessions with 8–12 SME customers in-person and via Maze, translating friction into interface and flow improvements.

Led design and marketing strategy across three PappaRich brands—Hokkaido Baked Cheese Tarts, PAFU & Kurimu. Managed promotional campaigns for 20+ franchises, grounding decisions in live customer feedback and seasonal trends. Drove a 25% increase in store foot traffic within the first two campaign cycles.

Led UI design, user testing, and stakeholder alignment for NAB One, an internal banking contact-centre platform. Drove product decisions that streamlined daily task completion for contact-centre users.

Provided frontline technical support for NAB's Merchant Services contact centre, guiding 50+ merchants daily on POS-based queries. This experience later informed AI agent design for first-contact resolution across NAB Payment Systems.

I collaborated closely with the Singapore-based Head of Marketing to produce internal comms and promotional graphics. I aligned with New Delhi-based regional managers to produce creative output with regional brand and communication standards.

I run my own freelance practice applying AI-accelerated design and build workflows across small businesses to enhance their online presence through website design, Google Business Profile (GBP) setup & advanced SEO.

• Designed and built an eCommerce platform using a Figma design system-guided Claude Code workflow. Compressed an 8–12 week conventional build cycle to under one week by leveraging AI-assisted development.