Dmitry Makeev
Verified Expert in Design
Service Designer
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.
Portfolio
Work Experience
Product Design Lead
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.
Service Design Lead
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.
Service and Experience Designer
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.
Product Design Teacher
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.
Product Design Tutor
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.
Education
Bachelor of Arts Degree in Product Design
University of Hertfordshire - Hertfordshire, United Kingdom
Master's Degree in Engineering
Moscow State Aviation Technological University (MATI) - Moscow, Russia
Certifications
Product Analytics
Go Practice
Microsoft Inclusive Design
Sberbank
Dialogue Designer
Robocopy Academy
Design Thinking
Sberbank University
Skills
Tools
Adobe CC, Miro, UX Tools, Figma, Google Analytics, Tableau, Sketch, Jira, Balsamiq
Platforms
iOS
Industry Expertise
Life Insurance, Marketing
Languages
HTML5, CSS3, CSS, HTML, JavaScript
Other
Notion, Product Design, Research & Critical Thinking, UX Research, Design Thinking, Voice UI Design, Strategic Design, Wireframing, Customer Journeys, User Flows, Service Design, Jobs to be Done (JTBD), Interviewing, Conversational UX, UX Prototyping, UI Design, UX Design, Product Discovery, Interaction Design (IxD), User Experience (UX), User Research, CX Strategy, Presentation Design, Online Banking, Customer Support, MVP Design, Discovery Workshops, User Testing, Workshops, User Journeys, Qualitative Research, Quantitative Research, Quantitative User Research, Workshop Facilitation, Voice User Interfaces (VUI), User Personas, Prototyping, User Interface (UI), Mobile App UI, Rapid Prototyping, User Journey Maps, Minimum Viable Product (MVP), Mobile Payments, UX Wireframes, Mockups, UX Strategy, Mobile UX Design, Fintech, Human-centered Design (HCD), Accessibility, User Stories, Design Leadership, Web UI, 3D Rendering, Illustration, Industrial Design, Rendering, 3D Design, Responsive Web Design (RWD), Landing Pages, UX Principles, Design Guidelines, Team Management, Human-machine Interface (HMI), Web Design, Research, Discovery, Competitive Analysis, Usability Heuristics, UX Audits, Visual Design, Web UI Design, Web UX Design, Design Strategy, Design Principles, Complex Problem Solving, Design Sprints, Concepting, Audience Targeting, Customer Experience, Ideation Workshops, Value Proposition Canvas, Lean Canvas, User Behavior, Mobile App Design, Mobile Design, Marketplaces, Chatbot Conversation Design, Voice Interface, Business Analysis, Gamification, Touchscreens, SaaS Design, Instructional Design, Educational Platform Design, Web UX, UI Audits, UI Components, Design Systems, Dashboards, SaaS, Responsive Web Apps, Data Visualization, Web App UX, Web App Design, Feature Prioritization, Market Research, Information Architecture (IA), B2B, Dashboard Design, Logo Design, Websites, Product Analytics, Smart Devices, Inclusive Design, Design Research, User Scenarios, Chatbots, Mobile UI, UIKit, Financial UX, App UX, Market Fit, Mobile UX, Mobile Banking, Digital Transformation, Project Planning, Customer Development, User Interviews, Empathy, Conversational Interfaces, Digital Banking, Rewards Programs, Employees, Visual Systems, Data Analytics, Construction, Amplitude
Experience
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