Publication
Voice of the Customer: How to Leverage User Insights for Better UX
https://www.toptal.com/designers/ux/user-experience-voice-of-customer
Atishay is available for hire
Hire AtishayAtishay Goyal
Verified Expert in Design
Designer
Dubai, United Arab Emirates
Toptal member since July 27, 2021
Bio
Atishay is a product designer and digital strategist with 12+ years of experience in UX, service design, CRO, and design systems. He specializes in landing page optimization, B2B/B2C product design, and scalable digital solutions. With a research-driven approach, he enhances user engagement and conversions. Recognized as one of India’s Top 20 Designers, Atishay is passionate about creating seamless, high-impact digital experiences.
Experience
- UI Design - 9 years
- User Experience (UX) - 8 years
- Product Design - 8 years
- Enterprise Systems - 7 years
- Design Thinking - 7 years
- Branding - 6 years
- Design Systems - 5 years
- Artificial Intelligence (AI) - 3 years
Portfolio
SpiceJet - Airline Website and Booking Flow Design - 2016
User Experience (UX)User Interface (UI)Qualitative ResearchSketchHeuristic EvaluationBrand Design+ 30 more
SpiceJet - eTechLog for Flight Operations - 2016
AviationUser Experience (UX)Fat Finger FriendlyVisual DesignData-informed Visual DesignUser Testing+ 20 more
Work Experience
Principal Product Consultant
2018 - PRESENT
Shipa Freight and iContainers
- Increased conversion rates by 400% and user retention by 210% through optimized onboarding workflows and user research.
- Designed a scalable white-label design system, adopted by 70+ global partners, improving efficiency and reducing onboarding time.
- Rebranded iContainers and migrated 5,000+ marketing pages, resulting in a 14% increase in conversion rates and a 20% boost in traffic.
- Built and spearheaded a multidisciplinary design team across research, product, sales, marketing, and operations, driving alignment and efficiency.
- Developed an automated freight booking experience, reducing manual interventions and enhancing user satisfaction.
- Improved sales team efficiency by introducing a dynamic quoting system, which streamlined customer interactions.
- Launched an intuitive self-service dashboard for customers, reducing support queries and increasing engagement.
- Established a voice of the customer (VoC) program, leading to data-driven improvements and higher NPS scores.
- Optimized mobile and desktop experiences, leading to a significant reduction in drop-off rates during the checkout process.
- Implemented A/B testing strategies for landing pages and CRO, increasing lead generation and reducing bounce rates.
Technologies: Figma, Hotjar, Google Analytics, Intercom, Google Optimize, Salesforce, Design Systems, Enterprise SaaS, Software Design, Web App Design, UI Design, Business Management, User Research, Usability Testing, Branding, Omnichannel Marketing, Enterprise Systems, User Testing, SaaS, Web App UI, Landing Pages, Landing Page Optimization, Landing Page Design, Conversion Rate Optimization (CRO), User Interface (UI), User Experience (UX), Responsive Web Design (RWD), eCommerce, Software, B2C, B2B, B2B2C, Business to Business to Consumer (B2B2C)
Senior UX Designer
2016 - 2018
Xebia Group
- Designed and implemented enterprise solutions for the Crown Prince Court of Abu Dhabi, improving operational efficiency by 60% and reducing the carbon footprint by 75%.
- Revamped a legacy mobile banking app for a leading Qatari bank, leading to an 8% increase in digital transactions and enhanced user engagement.
- Provided UX strategy and consulting for SpiceJet, McKinsey & Co., and Boston Consulting Group, optimizing internal and client-facing applications.
- Spearheaded the UX overhaul of multiple high-impact government and enterprise applications, improving usability, accessibility, and adoption rates.
- Digitized the technical paper logs maintained by pilots and ground support staff into an iPad app awarded Innovation of the Year and approved by the Directorate General of Civil Aviation, India.
- Developed research-driven UX frameworks that improved cross-functional collaboration between design, development, and business teams.
- Introduced and implemented a design thinking approach across multiple enterprise projects, enabling more user-centric decision-making.
Technologies: Sketch, Figma, InVision, Moqups, Adobe Photoshop, Design Systems, Enterprise SaaS, Software Design, Web App Design, UI Design, Business Management, User Research, Usability Testing, Branding, Omnichannel Marketing, Enterprise Systems, User Testing, SaaS, Paid Advertising, Web App UI, Landing Pages, Landing Page Optimization, Landing Page Design, Conversion Rate Optimization (CRO), User Interface (UI), User Experience (UX), Responsive Web Design (RWD), eCommerce, Software
Design Entrepreneur and Founder
2012 - 2016
Mad N Creative Design Studio
- Trained and set up a team of 12 designers and five front-end developers.
- Worked with 40+ cutting-edge tech startups across domains and helped them build an omnichannel experience for their product.
- Introduced digital marketing to the company portfolio to complimented the UX offering and eventually doubled the business revenue.
Technologies: HTML5, CSS3, Search Engine Optimization (SEO), Social Media Marketing (SMM), Business Management, Sketch, Enterprise SaaS, Software Design, Web App Design, UI Design, User Research, Usability Testing, Branding, Omnichannel Marketing, Enterprise Systems, User Testing, SaaS, Web App UI, Landing Pages, Landing Page Optimization, Landing Page Design, Conversion Rate Optimization (CRO), User Interface (UI), User Experience (UX), Responsive Web Design (RWD), eCommerce, Software
Other Experience
Education
2010 - 2014
Bachelor's Degree in Computer Science
Academy of Business and Engineering Studies - Ghaziabad, Uttar Pradesh, India
Certifications
MARCH 2020 - PRESENT
Creating Intuitive Products by Imitating Physicality
Interaction Design Foundation
OCTOBER 2019 - PRESENT
Human-Computer Interaction for UX Design
Massachusetts Institute of Technology
AUGUST 2019 - PRESENT
Design Thinking
Interaction Design Foundation
Skills
Tools
Sketch, Moqups, Adobe Photoshop, Hotjar, Adobe Experience Design (XD), InVision, Google Analytics, Google Optimize
Languages
Visual Design Language, HTML5, CSS3
Platforms
Figma, Salesforce
Industry Expertise
Logistics, Aircraft & Airlines, Travel & Leisure
Other
UI Design, Business Management, User Research, Usability Testing, Human-computer Interaction (HCI), Design Thinking, Product Design, Branding, Usability, Omnichannel Marketing, User Experience (UX), Enterprise Systems, Qualitative Research, User Testing, Aviation, Fat Finger Friendly, Data-informed Visual Design, Material Design, Design Systems, Wireframing, Data Visualization, Mobile Apps, A/B Testing, Dashboards, Information Architecture (IA), User Flows, User Interviews, User Journeys, Service Design, Google Data Studio, Freight, Cargo & Shipping, Conversion Rate Optimization (CRO), User Retention, Remote User Testing, UIKit, Storybook, UX Branding, Functional Specifications, Atomic Design, Design Guidelines, iOS Design Guidelines, Android Design Guidelines, Pattern Libraries, UI Components, Interaction Design (IxD), Hand-drawn Illustrations, Bootstrap UI, Enterprise Resource Planning (ERP), Task Flows, User Personas, Design Sprints, Agile UX, Product Owner, Design Leadership, Heuristic Evaluation, Brand Design, Prototyping, Booking UX, Booking Systems, Aviation Projects, Web App UX, Responsive UI, Online Ticketing, Booking Apps, Mobile Banking, Digital Banking, MVP Design, Rebranding, Right-to-left UX, Arabic-English Translation, Contrast, Data Reporting, Flight Management, Accessibility, Digitization, Data, Problem Structuring, Design Validation, Forums & Social Networking Portals, Instagram, Social Media Apps, Social Hubs, Promotion Strategy, User Engagement, Pitch Decks, Online Shopping, eCommerce UX, User Psychology, Emotional Design, Solution Design, Visual Design, User Feedback, Quantitative Research, Home Page Design, Web Design, Web App UI, Style Guides, User Interface (UI), Dashboard Design, UX Design, Logo Design, Website Redesign, Fintech, UX Wireflows, SaaS, Enterprise SaaS, Software Design, Web App Design, Paid Advertising, Startups, Landing Pages, Landing Page Optimization, Landing Page Design, Responsive Web Design (RWD), eCommerce, Software, Leadership, Communication, Maps, B2C, B2B, B2B2C, White Label Design, Mobile UX, UX Strategy, Business to Business to Consumer (B2B2C), Intercom, Agile, Finance, Data Processing, Artificial Intelligence (AI), Automation, jQuery, Bootstrap, Search Engine Optimization (SEO), Social Media Marketing (SMM), Cognitive Science, Flexibility, Human-centered AI, Human-robot Interaction, System Design
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