👋🏻 Hi! I am Kshanika, a Senior UX Researcher @ USAA.
I uncover complex human-needs to create meaningful, human-centered experiences with user research.
Case Studies
Redesigning Medical Claims Mobile Experience
Reducing claims related customer support calls and improving self-service experience for members.
Employer Dashboard Designs
A smart, intuitive landing page for Medical Mutual’s clients offering healthcare benefits to employees. Reducing complex workarounds by providing a one-stop shop solution for businesses.
Conversational Experience Research
Transforming Chatbot, IVR, and Search into intuitive, member-centered experiences.
Enhancing Platform Differentiation and Adoption
Identifying value-driving features and barriers to adoption to improve engagement metrics.
Credit Choices and Rewards
Uncovering customer perception of credit card offerings and the launch of the new rewards program.
Published Articles
In this article, I explore the gender gap in design leadership and share ten success principles, highlighting inspiring women and offering a tool to guide emerging leaders.
In this paper, we trace the evolution of footwear, from ancient origins to future trends, framing shoes as complex adaptive systems shaped by culture and technology.
