My work at Jio Platforms sits across two interconnected disciplines — Design Operations and UX Research. Together they shape how the entire organisation thinks about, measures, and delivers experience quality across 30+ products.
Pillar 01
Design Operations
JDS adoption, training, CX standards, audit frameworks, communications and cross-team alignment across Jio's product ecosystem.
Pillar 02
UX Research Lead
End-to-end research across digital and physical touchpoints — usability, journey audits, CX evaluations, and experience principle validation.
Design Operations
Design Operations at Jio means building the infrastructure that lets designers and product teams work at quality and scale — from systems adoption to audit automation to community communications.
JDS Integration & Adoption
Leading adoption of the Jio Design System across product teams — from component governance and token alignment to design-dev handoff standards. Enabling consistent, scalable experiences across 30+ products.
CX Standards & Audit Frameworks
Defined the One Jio Experience Framework — 15 actionable CX standards and 10 Experience Principles that guide product, design, and engineering decisions across the organisation. Created structured audit checklists and reporting formats.
AI-Powered Audit Automation
Built two automated audit tools using Claude AI + Figma MCP — the CX Assessment Tool (44 criteria, 15 standards) and Experience Principles Verifier (27 criteria, 10 principles). Reduced audit time from 2–3 days to ~10 minutes. Enabled self-serve compliance for 32+ product teams.
Training, Communication & Community
Running structured design community programmes — from JDS onboarding workshops to design quality communications. Reduced onboarding time from 2.5 hours to 1 hour. Building a shared language for experience quality across the organisation.
Products Covered
Design Excellence Roadmap
Phase 01
Migrating to JDS 3.0
Phase 02
System Integration
Phase 03
Unified OneJio Experience
Product Experience Framework
The Framework in Numbers
15
CX Standards
Actionable standards guiding all product, design, and CX decisions across Jio
10
Experience Principles
Imbued across all Jio products — from We Care to Celebrate We Are from India
44
Quality Criteria
Evaluated against every product — scored as Pass, Partial, or Fail
Design Ops Impact Metrics
UX Research Lead
Driving research that shapes the Unified Jio Experience — understanding user needs, aligning product teams with experience standards, and improving adoption, usability, and trust at scale across digital and physical touchpoints.
33+
Research Studies
End-to-end studies across apps, web & DS
350+
Participants
Designers, developers & customers
20+
Stakeholders
Product, Engineering, Retail, Marketing
300+
Behaviour Patterns
Navigation, hesitation & assistance triggers
Research Methods
Qualitative
Usability testing, 1:1 interviews, field visits, contextual inquiry
Quantitative
Surveys, funnel analytics, task success & behaviour metrics
Benchmarking
Competitive + global standard studies across 10+ platforms
Concept Evaluation
Rapid prototyping, iteration cycles & design validation
Research Areas
01 — Product Research
Digital Platform UX Research
Led research across 10+ Jio digital products — JioTV, MyJio, JioTranslate, JioFinance, Jio.com, JioCinema, JioMart, and more. Conducted usability testing, journey audits, and CX evaluations to identify experience gaps and inform product decisions.
02 — Design System Research
JDS Research & Adoption
Led 21+ research studies informing the Jio Design System — from component usability and surface logic to motion design and documentation. Research directly improved DS adoption by 35–50% and reduced designer onboarding time from 2.5 hours to 1 hour.
03 — Experience Framework
One Jio Experience Standards
Research underpinned the development of 15 CX standards and 10 experience principles guiding the entire organisation. Created measurable benchmarks for experience quality and a shared evaluation language across product, design, and engineering teams.
04 — Retail & Field Research
In-Store & Omnichannel Research
Conducted 50+ field observations across Jio & JioMart retail stores — logging 300+ customer behaviour patterns covering navigation, hesitation points, and assistance triggers. Identified 25+ CX gaps in offline-to-online journeys and informed omnichannel improvements.
Research Impact Metrics
Platforms Researched
Download the complete Design Ops & Research document or get in touch to talk about the work in detail.