Hardeep Majithia

About

Hardeep is an accomplished UX practitioner with over 10 years of experience in design, focusing on user experience and strategy across diverse industries including air travel, finance, healthcare, and automotive. He has contributed to several customer-focused, multi-channel digital projects for both market leaders and growth-stage companies. Hardeep's diverse skill set supplies qualified ideas for improving existing journeys and the vision to shape future experiences, underpinned by a detail-oriented and collaborative working style that promotes confidence within teams of all types.

Experience

• UX & Strategy Lead (Talent Network Member) · Toptal2018-10-01 – Present

  Offered design leadership to several startups and SMEs in the air travel, finance, healthcare, and automotive spaces. Supplied seat map designs that led to a roughly 30% uptick in sales conversion. Assisted a new company in defining its proposition and product, getting the team a step closer to launch. Facilitated workshops to map user experiences within a multi-channel system. This supplied the team with insights into users' thought processes. Helped build a service strategy for users migrating from one eCommerce platform to another. This ensured a seamless and thoughtful experience for users. It also allowed the marketing team to express several ideas to boost engagement. Initiated a handful of small unmoderated tests to guide future design changes. Notable clients: PepsiCo, Gatorade, Sodastream Professional, and Gordian Software.

• Senior-Lead UX Designer (Talent Network Member) · Braintrust2024-11-01 – Present

  Managed discovery and design activities for a global HR enterprise targeting enhancements to its Salesforce/CRM product. Assessed tickets to understand current project ambitions and proposed areas of improvement to achieve a more user-centric and feature-complete delivery. Integrated rapidly into a fast-paced team with complex requirements and legacy products to understand. Constructed a presentation style and template which made for a better delivery during design critiques. Notable clients: ADP/Salesforce

• UX Consultant · Air Canada2022-01-01 – 2024-11-01

  Helped define the value proposition and baseline UX for an innovative transportation product. Illustrated improvements to a customer journey, which was a high priority within the business due to market conditions. This also made the process more intuitive and transparent for customers. Produced designs and guidelines considering all scenarios, enabling the delivery team to build with clarity and confidence. Collaborated with product owners on a complex internal application to replace an old and expensive predecessor. The launch of this application resulted in a significantly improved user experience and greater cost-effectiveness. Led UX methodology for a transformational project and introduced lean concept development to a team that was new to Agile. Drove the practice of using user interviews to glean insights and aid business direction. Explored the combination of search and predictive AI to give users clarity on complicated topics and to speed up decision-making. Provided high-level considerations on how an AI chatbot (Rozie) can be customized to serve the specific needs of portal users. Highlighted enhancements to better meet accessibility standards. This aided both design and development teams.

• UX Manager · Flexiti2020-01-01 – 2021-03-01

  Collaborated with a product team to build a frictionless customer contact system, allowing agents to access a more organized view of customers and presenting them with relevant information during phone calls with customers. Delivered concepts that illustrated the potential of a more automated, modern, and intuitive application process for customers. Created a more effective handover process with developers through verbal conversations, annotations, and richly detailed mock-ups. Raised the standard and profile of the design process through stakeholder interviews, requirements capture, and rapid concepts to stimulate feedback.

• Senior User Experience Designer · Questrade Financial Group2017-01-01 – 2018-10-01

  Produced designs and interactions for a brand new investment chart. Created user flow and prototypes for Touch ID/fingerprint login feature on iOS and Android. Designed new visuals that helped customers understand their investment allocations. Worked in parallel with the development in the fast-paced Agile process. Engaged with stakeholders throughout the design process–from defining requirements to reviewing options.

• User Experience Designer · British Airways2015-10-01 – 2016-11-01

  Produced detailed design specifications that improved the flight selection stage for customers. Moderated guerrilla testing sessions to evaluate concepts iteratively. Collaborated with visual designers to meet style guidelines and establish patterns. Consulted various stakeholders throughout the process to ensure expectations were met. Supported the offshore development team in understanding the design scope and objectives. Created options for interaction behaviours and transitions. Hosted bi-weekly design team meetings. I was in charge of curating the content for each meeting and facilitating the sessions.

• User Experience Architect · we are experience2011-12-01 – 2015-08-01

  Improved the UX of a journey planner tool, which allowed users to get more realistic travel options with less input and a clearer indication of any service issues. Produced designs that made it easier for customers to navigate their public transport accounts. Confidently led workshops, customer insight sessions, and usability tests. Mapped out storyboards representing the customer journey. Produced interactive prototypes to demonstrate possibilities for future customer experience. Conducted a large ethnographic study and created associated personas so the client could better understand their audience. Created a logical flow and IA for an internal self-learning platform. Worked with notable clients: Transport for London (TfL), Barclays, HSBC, American Express, Zurich Insurance, Lloyds Bank, Atos, Jack Wills, and Savills.

Education

• University of NottinghamMaster of Science (MSc), Interactive Systems Design
• Metropolia University of Applied SciencesExchange Student in Helsinki, Media & Technology
• University of the Arts LondonBachelor of Arts (B.A.), Digital Media Design

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