Hi, I’m Mitali
A Customer Experience Design practitioner in Melbourne, Australia with 10 years of industry experience in consulting, telco, banking, energy, retail, health and public sector orgs.
Service Design, Strategic Research, Product Discovery
Experience Design, Delivery and Change implementation
Design coaching, mentoring and leadership
Showcase
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Mable Journey and UX research
Journey mapping and research with two-sided marketplace users to know desirability and feasibility for a new business model and experience concept
VIC Gov QR code service
UX design of visitor registration for Victorian venues to help with contact tracing efforts during COVID-19 🦠
Multimodal transport trip Mapping
Mapping passenger journeys using personal and public transport provoking radical future ideas for journey planning & navigation 🚃
Aurora Energy
Designing and testing Aurora Energy’s first customer app to manage electricity usage & payments ⚡️ in Tasmania
Implementation Strategy Research
Staff UX research and prioritisation exercise for rolling out Enterprise Service Management Platform at a large Gov org🧭
KPMG Solutions Design maturity
Uplifting the UX and service design value and maturity within the Solutions department at KPMG Australia
Capturing incident data on roads
UX and testing of digitising paper forms to optimise recording road incident with realtime data 👷🏼 for field services
Design capabilities
I mainly work in various roles which are a mix of Service Design, UX design, UX research, and product development. I've had the opportunity to bring many products to market. I collaborate closely with product managers to create product plans, using research to prioritise features and align them with business and customer goals. I've also helped organisations improve their skills by showcasing the value of design through project work.
Foundational / Generative Research
I conduct in-depth mixed methods research and smaller ‘spikes’ to explore ideas and build confidence in direction, resulting in Now, Next, Later outcomes as Visions and ideas for MVPs
UX Design of features
Breaking down the value proposition into clear, visible, and measurable experiences through competitor analysis, idea generation, and design principles.
Workshop design and facilitation
Effective workshops help us learn, contribute, and take away actionable insights. I custom-design conversations and workshops instead of cookie-cutter approaches to get optimal outcomes from participants
Product goals X Customer journey
Linking business goals to user needs and creating interventions to influence user behaviours to enhance business results, such as AARRR metrics, operational savings, revenue and North Star metric.
UX Evaluative Research
Mixed methods research to test experiences (live/built) for improvements before redesigning. I use a UX issues severity matrix to prioritise fixes.
Collaboration & Ways of working
I run retrospectives, future-spectives, create social contracts, definitions of ‘ready’ and ‘done’ for my team as well as quality control of UX builds and running regular structured Design Critiques.
Experience Design Solutioning
Moving from a problem statement (how might we), strategic direction, or, discovery findings to creating solutions in the form of user experiences
High-fidelity concept prototyping
Scenario based prototype to demonstrate the value/Proof-of-concept and complexity to senior stakeholders or for business case approvals.
Service Implementation
Working with change managers, operations, and marketing leaders to implement changes for effective adoption using models like ADKAR.
Brands I’ve worked with
Available now!
Open to work!
I’m currently looking for my next role!
Contact me if you’re looking for an all-rounder
Contact me
Send an email to: mitali@designbymikide.com
or Connect on www.linkedin.com/in/mitalidesai
LinkedIn Recommendations
Mitali consistently sought out ways to enhance our team's work and mentored other designers. During the project, she organized various workshops and strategy sessions that helped establish the product's vision. Mitali excelled in a demanding environment, demonstrating her exceptional qualities. Her mastery of design is awe-inspiring, allowing her to effortlessly navigate various realms of innovation and earn my utmost respect. Additionally, she possesses a firm grasp of product management, further adding to her valuable skill set.
— Vikas Bhutani, Experience Designer and leader
I had the absolute privilege of working for Mitali for over 3 years, while at RXP. Her attitude to learning and self improvement always impressed me, as did her approach and attitude to delivering value to our clients and their customers. She is always willing to get stuck in, as evidence by her enthusiasm for some of the challenging projects we put her way. I wouldn't hesitate in recommending Mitali.
— Lee Tucknott, Design Leader and C-suite Design Officer
Mitali has consistently proven that, when she commits to a task or project, she will do it on time and budget. As a result of this, my leadership team have consistently put Mitali on our more challenging projects or projects with aggressive timeframes because we know Mitali will deliver as expected. Mitali is always pro-active in growth and development. She consistently applies her vast toolkit to her client work and up-skills her colleagues on new methods to deliver high quality outcomes for clients. Mitali is thoughtful and considered in how she approaches her work. This is never more essential than in high pressure environments where Mitali’s calm demeanour enables her to cut through the noise to get to the best outcome for the client.
— Shane Burford, Design Leader
I worked with Mitali on a data strategy project for Victoria's largest TAFE. She actively engaged with stakeholders at all levels, organising and leading interviews with executives, teaching staff, and students. Mitali also produced a comprehensive, detailed service blueprint. This was a key project deliverable, as it enabled senior managers to readily understand the key data management challenges facing the organisation. I believe that without Mitali's contribution, the project would not have achieved the level of success that it did. As a postscript, when I developed a service blueprint for another client, Mitali coached me on the application of the blueprinting technique, providing very helpful feedback.
— Phil Harmsworth, Lead Business Analyst