Dmitry is available for hire
Hire DmitryDmitry Makeev
Verified Expert in Design
Service Designer
Location
Tbilisi, Georgia
Toptal Member Since
September 23, 2022
Dmitry is a seasoned UX/CX researcher with a diverse financial, government, and educational background. With his expertise in user experience research, Dmitry is adept at developing and implementing continuous discovery processes to enhance product and service experiences. His comprehensive understanding of user behavior and needs allows him to conduct impactful UX research, gather valuable insights, and drive evidence-based design decisions.
Work Experience
Product Design Lead
2020 - 2022
Sberbank
- Designed over 50 multimodal scenarios for voice assistants, implementing the conversation design methodology into product design processes.
- Held over 20 discovery workshops to fully understand the client's goals, product requirements, feature prioritization, and product vision.
- Developed the linguistic analysis methodology of the bot dialogues qualities and launched the MVP of Graphy, a low-code dialogue editor.
- Directed a team of 16 researchers, designers, and customer journey experts to conduct resourcing, methodology, training, and hiring.
- Conducted over 15 inclusive usability tests across three research studies with blind users.
- Managed about 30 A/B tests of multimodal scenarios for the Salute family of smart devices.
- Designed seven mobile and four web SaaS services, including design systems.
Technologies: Google Analytics, Figma, Miro, Adobe CC, iOS, Smart Devices, Interviewing, Jobs to be Done (JTBD), Design Research, User Flows, Mobile UI, User Interviews, Empathy, Visual Systems, Employees, Interaction Design (IxD), Customer Development, User Experience (UX), User Research, User Behavior, CX Strategy, Tableau, Data Visualization, Data Analytics, Presentation Design, Online Banking, Customer Support, MVP Design, Inclusive Design, Chatbots, Financial UX, App UX, Mobile Banking, Digital Transformation, Discovery Workshops, User Testing, Workshops, Sketch, Conversational Interfaces, Project Planning, User Scenarios, Conversational UX, Voice UI Design, Design Thinking, Mobile App Design, Web Design, Mobile Design, User Journeys, Construction, Marketplaces, Qualitative Research, Quantitative Research, Quantitative User Research, Workshop Facilitation, Voice User Interfaces (VUI), User Personas, Prototyping, User Interface (UI), Mobile App UI, Rapid Prototyping, Chatbot Conversation Design, Voice Interface, Product Discovery, User Journey Maps, Minimum Viable Product (MVP), Mobile UX, Mobile Payments, Business Analysis, UX Strategy, Touchscreens, SaaS Design, CSS3, HTML5, UX Wireframes, Research & Critical Thinking, Mobile UX Design, Life Insurance, UX Tools, Web UX, Educational Platform Design, UI Audits, UI Components, Design Systems, Dashboards, SaaS, Web App UX, Human-centered Design (HCD), Accessibility, User Stories, Design Leadership, Web UI, Illustration, Rendering, Feature Prioritization, Market Research, 3D Design, Responsive Web Design (RWD), Landing Pages, UX Principles, Design Guidelines, Information Architecture (IA), Team Management, Human-machine Interface (HMI), B2B, Dashboard Design, Research, Usability Heuristics, UX Audits, Logo Design, Visual Design, Design Strategy, Design Principles, Complex Problem Solving, Design Sprints, Concepting, Audience Targeting, Customer Experience
Service Design Lead
2019 - 2020
Sberbank
- Designed 15 government services on the Gosuslugi platform in collaboration with the Ministry of Digital Development.
- Conducted user research using quantitative and qualitative surveys to validate hypotheses and identified new product improvement opportunities using Agile methodology.
- Implemented methodology and tools of service design into the product design pipeline.
- Conducted more than 20 focus groups and field research on the services, resulting in an average customer satisfaction index of 96%.
- Created a customer experience observatory and organized UX monitoring of the division's products on an ongoing basis.
- Facilitated design sprints and brainstorming workshops to enable various teams to solve complex problems quickly.
- Designed interfaces of five information services for the Gosuslugi platform.
Technologies: Figma, Miro, Notion, Balsamiq, iOS, Jobs to be Done (JTBD), Product Analytics, Lean Canvas, Design Research, Amplitude, User Flows, Value Proposition Canvas, Mobile UI, User Interviews, Empathy, Marketing, Visual Systems, Employees, Interaction Design (IxD), Customer Development, UIKit, User Experience (UX), User Research, User Behavior, CX Strategy, Tableau, Data Visualization, Data Analytics, Presentation Design, Online Banking, Customer Support, MVP Design, Inclusive Design, Financial UX, App UX, Mobile Banking, Digital Transformation, Discovery Workshops, User Testing, Workshops, Sketch, Project Planning, User Scenarios, Interviewing, Design Thinking, Mobile App Design, Web Design, Mobile Design, User Journeys, Construction, Marketplaces, Qualitative Research, Quantitative Research, Quantitative User Research, Workshop Facilitation, User Personas, Prototyping, User Interface (UI), Mobile App UI, Rapid Prototyping, Market Fit, Product Discovery, User Journey Maps, Minimum Viable Product (MVP), Mobile UX, Mobile Payments, Business Analysis, UX Strategy, SaaS Design, CSS3, HTML5, UX Wireframes, Jira, Research & Critical Thinking, Mobile UX Design, Life Insurance, Instructional Design, UX Tools, Web UX, Educational Platform Design, UI Audits, UI Components, Design Systems, Dashboards, SaaS, Web App UX, Web App Design, Human-centered Design (HCD), Accessibility, Design Leadership, Web UI, Illustration, Industrial Design, Rendering, Feature Prioritization, Market Research, 3D Design, Responsive Web Design (RWD), Landing Pages, UX Principles, Design Guidelines, Information Architecture (IA), Team Management, B2B, Dashboard Design, Research, Usability Heuristics, UX Audits, Logo Design, Visual Design, Design Strategy, Design Principles, Complex Problem Solving, Design Sprints, Concepting, Audience Targeting, Customer Experience
Service and Experience Designer
2016 - 2019
Sberbank
- Managed and facilitated about 40 group design thinking sessions in the design thinking lab of the customer care division.
- Led the development of the unified frontal system concept, including user flows, scenarios, wireframes, paper prototypes, and high-fidelity prototypes.
- Designed about 15 banking services, including Spasibo and pension calculator for Sberbank, TBI Bank Bulgaria mobile app, chatbot section for Sberbank mobile app, and more.
- Implemented over 40 ethnographic research activities, such as interviews, surveys, usability testing, and heuristic evaluations.
- Collaborated with multidisciplinary teams to produce cross-platform applications for external and internal clients of Sberbank.
- Contributed to the development of the design system of the Sberbank app and created virtual cards design style guide.
Technologies: Miro, Notion, Adobe CC, Figma, UI Design, Jobs to be Done (JTBD), Product Analytics, Lean Canvas, Design Research, User Flows, Value Proposition Canvas, Mobile UI, User Interviews, Empathy, Rewards Programs, Marketing, Visual Systems, Employees, Interaction Design (IxD), Customer Development, UIKit, User Experience (UX), User Research, User Behavior, CX Strategy, Data Visualization, Data Analytics, Presentation Design, Visual Design, Online Banking, Customer Support, MVP Design, Inclusive Design, Financial UX, App UX, Mobile Banking, Digital Transformation, Discovery Workshops, User Testing, Workshops, Sketch, Project Planning, User Scenarios, Interviewing, Design Thinking, Mobile App Design, Web Design, Mobile Design, User Journeys, Construction, Marketplaces, Qualitative Research, Quantitative Research, Quantitative User Research, Workshop Facilitation, User Personas, Prototyping, User Interface (UI), Mobile App UI, Rapid Prototyping, Market Fit, Product Discovery, User Journey Maps, Minimum Viable Product (MVP), Mobile UX, Mobile Payments, Business Analysis, iOS, UX Strategy, SaaS Design, CSS3, HTML5, UX Wireframes, Jira, Research & Critical Thinking, Mobile UX Design, Life Insurance, Instructional Design, UX Tools, Web UX, Educational Platform Design, UI Audits, UI Components, Design Systems, Dashboards, SaaS, Web App UX, Web App Design, Human-centered Design (HCD), Accessibility, Design Leadership, Web UI, 3D Rendering, Illustration, Industrial Design, Rendering, Feature Prioritization, Market Research, 3D Design, Responsive Web Design (RWD), Landing Pages, UX Principles, Design Guidelines, Information Architecture (IA), Team Management, Human-machine Interface (HMI), B2B, Dashboard Design, Research, Usability Heuristics, UX Audits, Logo Design, Design Strategy, Design Principles, Complex Problem Solving, Design Sprints, Concepting, Audience Targeting, Customer Experience
Product Design Teacher
2015 - 2016
Raffles Design Institute
- Designed and taught an academic course in product design.
- Developed academic schedule, course structure, and process.
- Implemented design thinking and design research methods into student learning practices.
Technologies: Adobe CC, CSS, HTML, JavaScript, UX Prototyping, Customer Journeys, Wireframing, UX Design, Design Research, User Flows, Value Proposition Canvas, User Interviews, Empathy, Visual Systems, Interaction Design (IxD), UIKit, User Experience (UX), User Research, User Behavior, CX Strategy, Data Analytics, Presentation Design, Visual Design, MVP Design, Discovery Workshops, User Testing, Workshops, Project Planning, User Scenarios, Interviewing, Design Thinking, Qualitative Research, Quantitative Research, Quantitative User Research, Workshop Facilitation, Prototyping, User Interface (UI), Rapid Prototyping, Product Discovery, User Journey Maps, Minimum Viable Product (MVP), iOS, UX Strategy, Touchscreens, CSS3, HTML5, UX Wireframes, Research & Critical Thinking, Instructional Design, UX Tools, Educational Platform Design, UI Audits, Data Visualization, Human-centered Design (HCD), Accessibility, Design Leadership, 3D Rendering, Illustration, Industrial Design, Rendering, Feature Prioritization, Market Research, 3D Design, UX Principles, Design Guidelines, Information Architecture (IA), Team Management, Human-machine Interface (HMI), Research, Usability Heuristics, UX Audits, Design Strategy, Design Principles, Complex Problem Solving, Design Sprints, Concepting, Audience Targeting, Customer Experience
Product Design Tutor
2011 - 2015
British Higher School of Art and Design
- Developed original modules of interaction design for product designers.
- Implemented a project-oriented approach in educational practices.
- Created courses such as "Embedded electronics for a designer" and "Interactive 3D mapping."
- Collaborated as an independent interactive designer with external clients, developing Inobs, a World Bank portal monitoring innovative investments.
Technologies: Adobe CC, CSS, HTML, JavaScript, UX Prototyping, Customer Journeys, Wireframing, UX Design, Design Research, User Flows, User Interviews, Empathy, Visual Systems, Interaction Design (IxD), User Experience (UX), User Research, User Behavior, CX Strategy, Presentation Design, Visual Design, MVP Design, Discovery Workshops, User Testing, Workshops, Project Planning, User Scenarios, Interviewing, Design Thinking, Qualitative Research, Quantitative Research, Quantitative User Research, Workshop Facilitation, Prototyping, User Interface (UI), Rapid Prototyping, Product Discovery, Minimum Viable Product (MVP), iOS, UX Strategy, Touchscreens, CSS3, HTML5, UX Wireframes, Research & Critical Thinking, Instructional Design, UX Tools, Educational Platform Design, UI Audits, Data Visualization, Human-centered Design (HCD), Accessibility, Design Leadership, 3D Rendering, Illustration, Industrial Design, Rendering, Feature Prioritization, Market Research, 3D Design, UX Principles, Design Guidelines, Information Architecture (IA), Team Management, Human-machine Interface (HMI), Research, Usability Heuristics, UX Audits, Design Strategy, Design Principles, Complex Problem Solving, Design Sprints, Concepting, Audience Targeting, Customer Experience
Education
2006 - 2010
Bachelor of Arts Degree in Product Design
University of Hertfordshire - Hertfordshire, United Kingdom
1988 - 1994
Master's Degree in Engineering
Moscow State Aviation Technological University (MATI) - Moscow, Russia
Certifications
JUNE 2020 - PRESENT
Product Analytics
Go Practice
SEPTEMBER 2019 - PRESENT
Microsoft Inclusive Design
Sberbank
JULY 2019 - PRESENT
Dialogue Designer
Robocopy Academy
SEPTEMBER 2018 - PRESENT
Design Thinking
Sberbank University
Experience
Collaboration That Works
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