About
About Me
Hi, I'm Mansi.
I'm a Senior UX Researcher and Service Designer with over 18 years of experience across banking, payments, healthcare, digital content and e-commerce. I work at the intersection of customer insight and business strategy, ensuring research directly informs decisions, shapes prioritisation and drives measurable outcomes.
I started my career in market research, which anchored me in rigorous qualitative and quantitative methods. Over time I moved into UX and service design, combining deep discovery with practical application. I don't just surface insights. I translate them into meaningful artefacts like prototypes, journey maps, service blueprints, and concepts that make the invisible visible, show a complete picture of the user and their environment and provide robust evidence to support critical decisions.
I lead the full arc of service design work, from deep discovery research all the way through to running cross-functional workshops that ensure clarity and support at the handover stage. I'm a strong communicator with expertise in building relationships and fostering collaboration to drive projects forward and ensure alignment across teams.
My focus is simple. Research and service design outcomes should move the business forward. They should clarify trade-offs, make the invisible visible, support prioritisation and sharpen strategy that leads to better products and services, not sit in a slide deck.
Capabilities
What I Bring
01
Working across the full project lifecycle
From shaping ambiguous problem spaces through to validating solutions and embedding change, I'm comfortable operating at both strategic and delivery levels depending on what the project needs.
02
Research that drives decisions
I operate at the intersection of research, strategy and service design. I don't just generate insights. I translate them into concepts, journey maps, prototypes and frameworks that inform direction and de-risk decisions.
03
Service design from strategy to delivery
I lead the full arc of service design work, from stakeholder workshops and co-design sessions through to service blueprints, journey maps, CVP development and concept validation. I design with the whole system in view, front stage and back.
04
Stakeholder alignment and influence
I bring key stakeholders into the process early, not just at the presentation stage. I'm experienced presenting to senior leadership and skilled at translating complex findings into clear narratives that build alignment and get things moving.
05
Growing capability in others
I mentor junior designers and researchers, making my reasoning visible so capability builds as a natural by-product of doing good work together.
06
Data triangulation
I triangulate findings across available data sources to make insights more robust and trustworthy, drawing on previous research findings, analytics and secondary research to build a complete picture.
In practice
Where I do my best work
Tools
Toolkit
Research, Design & Analysis
Project & Collaboration
AI Tools
Claude
VS Code
Figma