Praveen is available for hire
Hire PraveenPraveen Singh
Verified Expert in Design
Designer
San Francisco, CA, United States
Toptal member since July 20, 2023
Bio
Praveen specializes in driving organizational success through innovative business models. With over two decades of experience leading teams in diverse industries, she excels in designing services that work for the business while delighting customers. Praveen's expertise lies in creating seamless and memorable customer experiences with a profound commitment to uncovering deep customer insights.
Portfolio
Artificial Intelligence Mission Systems Design
Service DesignAutonomous NavigationArtificial Intelligence (AI)Explainable Artificial Intelligence (XAI)Human-machine TeamingDesign Strategy+ 2 more
Sustainable Supply Chain Design
Service DesignSustainable Supply ChainStakeholder ManagementDesign ResearchDesign StrategyWorkshop Facilitation
Marketing Strategy Design
Service DesignDesign StrategySystems ThinkingStakeholder ManagementWorkshop Facilitation
Design Program Management
Service DesignDesign ResearchTrainingWorkshop FacilitationStakeholder Management
Healthcare Access Design
Design ResearchService DesignSystems ThinkingUX ResearchDesign Strategy
Customer Experience Redesign
Service DesignDesign StrategyDesign ResearchWorkshop FacilitationStakeholder Management
Work Experience
Business Designer
2024 - PRESENT
Freelance
- Led customer discovery research to uncover insights.
- Developed business strategy for clients' businesses.
- Managed relationships with senior client stakeholders.
Technologies: Dovetail, Miro, Business Strategy, Customer Experience Design, Team Management, Stakeholder Management, Business Design, Client Relationship Management, Service Design, Business Transformation, Design Research, User Research, Design Thinking Facilitation, Management Consulting, Design Workshops, UX Research, Qualitative Research, Prototyping, Ethnography, Research Synthesis, Service Blueprints, Relationship Management, Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, Experience Strategy, UX Prototyping, Usability Testing, User Interviews, User Journeys, Figma
Senior Service Designer & User Researcher
2023 - 2024
Bloom Works (Client: California State)
- Conducted quantitative and qualitative research to understand candidates' current recruitment experience.
- Synthesized research into insights and developed prototypes.
- Developed recommendations for improving customer experience.
Technologies: Lucidchart, FigJam, User Research, Design Research, Design Workshops, User Workshops, Quantitative Research, Qualitative Research, Customer Experience Design, Stakeholder Management, Customer Insights, Service Design, Design Thinking, Design Thinking Facilitation, Management Consulting, UX Research, Agile Sprints, Prototyping, Ethnography, Research Synthesis, Journey Mapping, Service Blueprints, Ecosystem Mapping, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, User Interviews, User Journeys, Presentation Design
Senior Service Designer & User Researcher
2022 - 2023
Rebellion Defense
- Designed customer experience for artificial intelligence tools used in defense.
- Conducted ethnographic research to understand the modes and mindsets of military pilots.
- Developed value proposition for defense AI products.
Technologies: Dovetail, FigJam, Artificial Intelligence (AI), Service Design, Design Research, Lucidchart, Autonomous Systems Design, Design Thinking, Design Thinking Facilitation, Startups, User Workshops, Design Workshops, User Research, UX Research, Agile Sprints, Qualitative Research, Quantitative Research, Storyboarding, Prototyping, Ethnography, Research Synthesis, Journey Mapping, Service Blueprints, Ecosystem Mapping, Causal Map, Relationship Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, UX Prototyping, Usability Testing, User Interviews, User Journeys, Presentation Design, Figma, Product Design, Wireframing, User Testing, Usability, UX Design
Business Designer
2022 - 2022
Sakuu
- Conducted research to understand the market landscape for 3D-printed electric vehicle batteries.
- Developed business strategy by comparing Sakuu's 3D-printed electric vehicle battery emissions to those of traditional electric vehicle batteries.
- Developed value proposition for client's product to stand out in the market.
Technologies: Miro, Business Strategy, Corporate Sustainability, Design Research, Startups, Design Thinking Facilitation, Management Consulting, Sustainable Design, Team Mentoring, Qualitative Research, Ethnography, Research Synthesis, Service Blueprints, Management, Customer Experience Management, Customer Experience, Design, Workshops, Research, Experience Strategy, User Interviews, User Journeys, Presentation Design
Business Designer
2022 - 2022
Harmonic Design (Client: Ferguson)
- Conducted research to understand the client's current services and capabilities.
- Mapped maturity, pain points, and projects associated with their capabilities.
- Developed a transformation roadmap for the client to achieve the target operating model.
Technologies: Miro, Business Design, Design Strategy, Service Design, Workshop Facilitation, Stakeholder Management, Systems Thinking, Design Research, Business Strategy, Customer Experience Design, Business Transformation, Customer Insights, Design Thinking, Design Thinking Facilitation, Business Architecture, Coaching, Management Consulting, User Workshops, Design Workshops, User Research, UX Research, Team Mentoring, Qualitative Research, Ethnography, Research Synthesis, User Personas, Service Blueprints, Ecosystem Mapping, Mentorship & Coaching, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, Experience Strategy, User Interviews, User Journeys, Presentation Design, Figma
Business Designer
2021 - 2021
Fearless (Client: BP)
- Managed multiple renewable energy projects for the client.
- Conducted research to understand market needs and pain points.
- Developed a business strategy for low-carbon initiatives to support the transition from oil and gas to renewable energy.
Technologies: MURAL, Business Strategy, Clean Energy, Customer Experience Design, Stakeholder Management, Business Design, Client Relationship Management, Service Design, Design Research, Business Analysis, Customer Insights, Project Management, Program Management, Design Thinking Facilitation, Sustainable Design, Qualitative Research, Prototyping, Ethnography, Research Synthesis, Service Blueprints, Customer Experience Management, Customer Experience, Design, Workshops, Research, Experience Strategy, Usability Testing, User Interviews, User Journeys, Presentation Design, Product Design, Wireframing, User Testing
Business Designer
2021 - 2021
FromHereOn (Client: WPP)
- Led the design team through systems thinking, problem definition, hypothesis development, generative research, insights gathering, and the creation of customer modes, mindsets, and service blueprints.
- Co-created and tested prototypes, which became part of their target operating model.
- Developed a strategy to transform WPP's procurement to be modern, sustainable, and ethical.
Technologies: Miro, Business Design, Business Strategy, Customer Experience Design, Stakeholder Management, Service Design, Sustainable Design, Corporate Sustainability, Business Transformation, Design Research, Customer Insights, Design Thinking, Design Thinking Facilitation, Organizational Change Management (OCM), Business Architecture, Coaching, Management Consulting, User Workshops, Design Workshops, User Research, Team Management, UX Research, Team Mentoring, Agile Sprints, Qualitative Research, Storyboarding, Prototyping, Ethnography, Research Synthesis, User Personas, Journey Mapping, Service Blueprints, Ecosystem Mapping, Mentorship & Coaching, Relationship Management, Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, UX Prototyping, Usability Testing, User Interviews, User Journeys, Presentation Design, Product Design, Wireframing, User Testing
Head of Service Design & User Research
2020 - 2021
LovedBy Design (Client: Cambridge University)
- Acted as head of design, bringing a systems thinking perspective to the client’s transformation program by coaching and mentoring 20 designers.
- Launched a new design system, design community of practice, service design methodology toolkit, and product managers' design training program.
- Managed design program, including overall customer experience strategy and projects, including teacher portal, online course moderation, and online bookstore.
Technologies: Miro, Otter.ai, Relationship Management, Stakeholder Management, Service Design, Systems Thinking, Workshop Facilitation, Design Research, Design Strategy, Training & Training Content Development, Design Workshops, Budget Management, Project Management, Program Management, Quantitative Research, Qualitative Research, Customer Experience Design, Team Management, Customer Insights, Client Relationship Management, User Research, Design Thinking, Design Thinking Facilitation, Training, Director, Coaching, Management Consulting, User Workshops, UX Research, Team Mentoring, Agile Sprints, Storyboarding, Prototyping, Ethnography, Research Synthesis, User Personas, Journey Mapping, Service Blueprints, Ecosystem Mapping, Mentorship & Coaching, Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, UX Prototyping, Usability Testing, User Interviews, User Journeys, Presentation Design, Product Design, Wireframing, User Testing, Usability, UX Design
Business Designer
2016 - 2020
Ourchestra (Client: Starbucks, Nike, High Speed II)
- Developed a strategy for Starbucks to redesign the to-go fiber cup to be recoverable after use.
- Devised a circular strategy by designing products using Nike's wasted materials.
- Conducted ethnographic research on challenges faced by people with accessibility needs when using public transportation and co-created solutions that closed public transportation information gaps.
Technologies: Miro, Service Design, Workshop Facilitation, Design Research, Business Strategy, Customer Experience Design, Team Management, Stakeholder Management, Business Design, Client Relationship Management, Business Transformation, Customer Insights, Design Thinking, Design Thinking Facilitation, Coaching, Management Consulting, User Workshops, Design Workshops, User Research, UX Research, Team Mentoring, Qualitative Research, Prototyping, Ethnography, Research Synthesis, Service Blueprints, Causal Map, Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, Experience Strategy, UX Prototyping, User Interviews, User Journeys, Product Design, Wireframing, User Testing
Service Designer & User Researcher
2019 - 2019
Shell
- Improved wind power customer retention through a new customer experience strategy.
- Led design team in defining problems, hypotheses, research, gathering insights, developing modes and mindsets, running ideation, and crafting future state service blueprints.
- Developed business cases and built a roadmap prioritizing return on investment.
Technologies: Miro, Service Design, Systems Thinking, Design Strategy, Training, Workshop Facilitation, Relationship Management, Stakeholder Management, Design Research, Quantitative Research, Qualitative Research, User Research, Customer Insights, Design Thinking, Design Thinking Facilitation, Coaching, Clean Energy, Sustainable Design, User Workshops, Design Workshops, Team Management, UX Research, Team Mentoring, Agile Sprints, Storyboarding, Prototyping, Ethnography, Research Synthesis, User Personas, Journey Mapping, Service Blueprints, Ecosystem Mapping, Mentorship & Coaching, Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, UX Prototyping, Usability Testing, User Interviews, User Journeys, Presentation Design, User Testing
Head of Service Design & User Research
2018 - 2019
Kainos (Client: National Health Service)
- Acted as head of design for the NHS app, impacting 7,500 medical practices and millions of users by providing symptom checking, appointment booking, prescription ordering, and tracking.
- Coached design team to conduct design research to gather insights and understand user modes and mindsets.
- Developed service blueprints and prototypes and tested them.
Technologies: Miro, Otter.ai, Service Design, Stakeholder Management, Program Management, Project Management, Workshop Facilitation, Design Research, Customer Experience Design, Qualitative Research, Quantitative Research, Team Management, Customer Insights, User Research, Design Thinking, Design Thinking Facilitation, Director, Management Consulting, User Workshops, Design Workshops, UX Research, Team Mentoring, Agile Sprints, Prototyping, Ethnography, Research Synthesis, User Personas, Journey Mapping, Service Blueprints, Ecosystem Mapping, Mentorship & Coaching, Relationship Management, Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, UX Prototyping, Usability Testing, User Interviews, User Journeys, Presentation Design, Product Design, Wireframing, User Testing, Usability, UX Design
Head of Service Design & User Research
2018 - 2018
Sopra Steria (Client: UK Government)
- Led design team through ethnographic research to understand challenges with managing UK schools' educational and financial performance.
- Mapped customer journeys and facilitated participatory design workshops.
- Developed and tested prototypes to determine the best solutions.
Technologies: Miro, Smaply, Service Design, Design Strategy, Workshop Facilitation, Stakeholder Management, Design Research, Customer Insights, User Research, Quantitative Research, Qualitative Research, Design Thinking, Design Thinking Facilitation, Director, Management Consulting, User Workshops, Design Workshops, Team Management, UX Research, Team Mentoring, Agile Sprints, Prototyping, Ethnography, Research Synthesis, User Personas, Journey Mapping, Service Blueprints, Ecosystem Mapping, Mentorship & Coaching, Relationship Management, Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, UX Prototyping, Usability Testing, User Interviews, User Journeys, Wireframing
Service Design & User Research Coach
2018 - 2018
FromHereOn (Client: British Telecom)
- Coached and mentored BT's service designers to innovate their IT operations.
- Developed a service design field guide for the IT department.
- Created tools and templates for the IT department's design teams.
Technologies: Miro, Service Design, Design Workshops, User Research, Training & Training Content Development, Design Research, Coaching, Customer Insights, Design Thinking, Training, Management Consulting, User Workshops, UX Research, Team Mentoring, Agile Sprints, Qualitative Research, Prototyping, Ethnography, Research Synthesis, Journey Mapping, Service Blueprints, Ecosystem Mapping, Relationship Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy
Founder
2015 - 2016
Sypper
- Founded a technology startup offering wine-tasting experiences.
- Built a two-sided online marketplace—like Airbnb—to connect wine tasters with experiences.
- Recruited and managed marketing, sales, operations, and technical teams.
Technologies: Entrepreneurship, Two-sided Marketplaces, Marketing, Operations, Startups, Customer Relationship Management (CRM), Business Strategy, Budget Management, Program Management, Operations Management, Marketing Strategy, Team Management, Qualitative Research, Management, Product Design, Wireframing
Process Design Director
2013 - 2016
Hansei Consulting (Client: US Government)
- Developed a process improvement strategy for an organization with over 6,000 employees.
- Trained 50+ leaders on process improvement fundamentals and techniques.
- Led large-scale Lean Six Sigma projects, including process design for employee onboarding, IT help desk support, budgeting, social services benefit issuance, and housing loan management.
Technologies: Process Design, Process Flows, Lean Six Sigma, Program Management, Budget Management, Business Process Improvement (BPI), Client Relationship Management, Process Improvement, Training, Business Analysis, Team Management, Team Mentoring, Management, Presentation Design
Process Design Manager
2012 - 2013
Center for Continuous Process Improvement
- Developed a process improvement program for a 3,000+ employee organization.
- Managed the activities of the organization's process improvement program.
- Led large-scale Lean projects involving invoice processing efficiency, IT help desk process, and reduction of waiting times in pharmacies, hospital emergency departments, and outpatient clinics.
Technologies: Lean Six Sigma, Program Management, Project Management, Workshop Facilitation, Training & Training Content Development, Business Process Improvement (BPI), Process Improvement, Client Relationship Management, Process Design, Process Flows, Business Analysis, Team Management, Team Mentoring, Management, Finance
Technology Program Manager
2011 - 2013
San Mateo Medical Center
- Developed an IT strategic plan and budget for a 600+ bed hospital and 14 outpatient clinics, which included all IT projects and operations.
- Trained project managers on project management practices.
- Coached operations staff on information technology best practices.
Technologies: Program Management, Project Management, Relationship Management, Team Management, Budget Management, Stakeholder Management, Client Relationship Management, Business Intelligence (BI), Business Analysis, Team Mentoring, Management, Presentation Design
Technology Director | Program Manager | Project Manager
2006 - 2011
Information Services Company
- Led a 50+ employee IT department and managed the department's budget.
- Managed customer relationships and a large portfolio of customer projects.
- Led large-scale IT projects, including a timekeeping system, data warehouse, website redesign, document management system, and learning management system.
Technologies: Program Management, Project Management, Stakeholder Management, Director, Client Relationship Management, Budget Management, Business Intelligence (BI), Data Warehousing, Business Analysis, Team Management, Team Mentoring, Management
Technology Project Manager
2000 - 2006
Human Services
- Oversaw large-scale technology projects, including the development of a data warehouse, software, and intranet site for an 800+ employee organization.
- Coached team members to ensure the success of projects.
- Managed relationships with clients and provided project updates.
Technologies: Program Management, Project Management, Relationship Management, Data Warehousing, Business Intelligence (BI), Training, IT Management, Business Analysis, Team Management, Team Mentoring, Presentation Design
Education
2006 - 2008
Master's Degree in Business Administration
California State University, East Bay - Hayward, CA, USA
1996 - 1998
Bachelor's Degree in Computer Science
Victoria University of Wellington - Wellington, New Zealand
Certifications
MAY 2024 - PRESENT
Change Management Foundation
Invensis Learning
MAY 2024 - PRESENT
Applied Business Architecture
EA Learning
MAY 2024 - PRESENT
Artificial Intelligence Fundamentals
IBM
MAY 2023 - PRESENT
Speculative Design
School of Critical Design
MAY 2021 - PRESENT
Advanced Program in Sustainable Management
University of California Berkeley
OCTOBER 2019 - PRESENT
Business Strategy & Design
IDEO
NOVEMBER 2017 - PRESENT
Design Thinking
Design Thinkers Academy
OCTOBER 2017 - PRESENT
User Experience Design
Jellyfish Training
JULY 2013 - PRESENT
Lean Six Sigma Black Belt
Knowledge Academy
JANUARY 2013 - PRESENT
Certified Scrum Master
Scrum Alliance
MAY 2006 - PRESENT
Project Management Professional (PMP)
Project Management Institute (PMI)
Skills
Tools
Miro, FigJam, MURAL, Smaply, Lucidchart, Figma
Platforms
Dovetail, Director
Industry Expertise
Lean Six Sigma, Marketing
Other
Business Administration, Operations, Entrepreneurship, Sustainability, Business Strategy, Business Design, Design Thinking, Service Design, UX Design, Project Management, Scrum Master, Process Improvement, Business Process Improvement (BPI), Otter.ai, Design Thinking Facilitation, Process Design, Process Flows, Program Management, Two-sided Marketplaces, Training, Workshop Facilitation, Relationship Management, Design Research, Design Strategy, Stakeholder Management, Mentorship & Coaching, Ecosystem Mapping, Service Blueprints, Journey Mapping, User Personas, Research Synthesis, Ethnography, Prototyping, Storyboarding, Quantitative Research, Qualitative Research, Agile Sprints, Team Mentoring, Sustainable Supply Chain, UX Research, Customer Experience Design, Team Management, Client Relationship Management, Business Transformation, User Research, Design Workshops, User Workshops, Customer Insights, Startups, Management Consulting, Training & Training Content Development, Coaching, Customer Relationship Management (CRM), Operations Management, IT Management, Data Warehousing, Business Intelligence (BI), Management, Customer Experience Management, Customer Experience, Design, Design Sprints, Workshops, Research, User Experience Strategy, Experience Strategy, UX Prototyping, User Interviews, User Journeys, Presentation Design, Wireframing, User Testing, Usability, Databases, Systems Thinking, Autonomous Systems Design, Causal Map, Autonomous Navigation, Explainable Artificial Intelligence (XAI), Human-machine Teaming, Corporate Sustainability, Sustainable Design, Clean Energy, Business Analysis, Budget Management, Marketing Strategy, Business Architecture, Organizational Change Management (OCM), Usability Testing, Product Design, Artificial Intelligence (AI), Ecology, Speculative Design, Interaction Design (IxD), Finance, User Experience (UX)
Experience
- Training - 20 years
- Relationship Management - 20 years
- Program Management - 12 years
- Business Design - 10 years
- Business Strategy - 10 years
- Design Thinking - 8 years
- Service Design - 8 years
- Sustainability - 5 years
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