Rachna Tiwary

As a Sr. User Research Manager Lead Researcher at Salesforce's Research & Insights team, I am

• Leading a team of 3 high-performing mid-senior researchers embedded across 3 product verticals influencing strategic vision for a $30MM product suite's roadmap.
• Overseeing and executing 18+ mixed-method foundational and evaluative research initiatives in the past seven 7 for a product bundle worth $45MM in revenue.
• Informed delivery of 24+ new features and identified top 5 need space for strategic investment in unified analytics product.
• Spearheading the effort to establish a self-serve research model enabling product and UX design partners to run their tactical product research. Coached partners to deliver 6+ self-service usability research assessing 20 pre-release features.
• Partnering with a cross-functional team of product managers, engineers, and designers to influence product roadmap and strategy for a new unified analytics product vision.

As a Lead researcher, I was responsible for user research of Master Data Management, and as a Sr. Manager for IBM's Data & AI team I

• Led a globally distributed team of 6 researchers embedded across 4 product portfolios for the Data & AI team's Watson Knowledge Catalog and MDM
• Collaborated with partners to craft a strategic research roadmap for 4 product portfolios worth $50MM for 2+ years.
• Hired 16 new talents across org and grew the research team by 22% in 2 years for Data & AI's UX team.
• Spearheaded 4 Design Thinking workshops with Customer Advisory Boards (CABs) across AMER to unpack top customer needs with leading telecommunication organizations to inform product strategy of top AI needs.
• Built and managed external research vendor relationships and grew an internal global and local customer repository of 120 existing and 32 new customers to streamline target segment outreach.

As a Sr. User Researcher for PayPal’s Consumer Financial Services team, I focused on the financially underserved segments and

• Led international customer research across three markets of MX, EMEA (UK, DE), and AMER for solution discovery of potential financial products with the 64 customers of the financially underserved segment. Research outcomes informed new savings and budgeting product direction for launch in the EMEA market in 2019.
• Led four rapid iterative lab-based tests with 26 global customers across AMER & EMEA to evaluate six digital card design concepts through 5 phases of design development, streamlining product launch for a USD60MM market cap in EMEA.
• Hired and mentored 2 UX research interns in June 2018 who converted to FTE in the central UX team after graduation.
• Facilitated four workshops and focus groups with customers in AMER and EMEA (in-person and remotely) for needs findings informing new product opportunity space for the CFS team.
• Influenced leadership to streamline discovery research cadence for resource optimization. Helped save USD1.2million by adjusting research cadence and aligning stakeholders.

As a Sr UX Researcher for SAP’s Cloud for Customer, I led the customer research for range of cloud products, including Sales, Services, and Retail Execution.

• Evaluated range of CRM cloud product’s designs such Sales, Service and Retail Execution applications with customers, through various phases of product development from concept evaluation to rapid iterative prototype testing to inform design roadmap.
• Headed research effort to gather enterprise end user’s such as Sales Representative, Retail Managers need leveraging qualitative methods as 1:1 interviews, contextual inquiries, and on-site shadowing to identify new design opportunities.
• Led design thinking workshops with customers to foster co-creation and co-innovation practice within product team identify new product innovation opportunities.
• Evangelized UX research best practices within the organization via quarterly internal newsletter writing and publishing, leading internal cross-team talks on user research best practices.

As a Lead User Researcher for Tata America International Corp, I oversaw and led multiple customer research efforts for global clients across various industry verticals.

• Led end-to-end UX research for the redesign of the Tata Consultancy Service’s web portal. Research effort spanned from a foundational deep dive of needs finding to multiple evaluative phases such as concept generation and iterative testing, card sorting to inform site architecture & IA, and evaluative design assessment through phases of design development.
• Planned, conducted, and led 25+ user research projects for various clients across multiple B2B and B2C industry verticals such as Healthcare, Insurance/Banking & Financial Services, and Consumer Services & Retail, Humana, Apple Inc., Kroger, Johnson & Johnson, Bank of America, General Motors, Dow Chemical.
• Collaborated with 20+ customers and 50+ internal cross-functional stakeholders across engineering, product marketing, and business consulting teams through 20+ customer products, integrating customer research to influence experience improvement.
• Mentored junior designers, researchers, and non-researchers across-org of user research best practices

As a UX Research intern at Intel’s for Intel’s Business Services and Solutions

group

• Conducted org-wide research across five geo-locations in AMER with 100+ internal stakeholders to identify wants & needs to establish an internal UX community of practice. Findings uncovered the top 5 needs that established guidelines to establish internal UX COP.
• Led effort to support collateral design by designing an internal wiki page for User Experience methods and practices for non-user Experience professionals in the org.

As Research Associate for NASA’s Human Machine Interaction (HMI) group,

• Collaborated with the design team to measure the difference in performance between a legacy and new planning tool designed for a niche used group of Officers- Attitude Determination and Control Officers. Ran four rounds of lab-based 1:1 usability study method to gather user input on comparative data. Leveraged statistical methods (ANOVA) to analyze the findings.
• Responsibilities included end-to-end research planning, scheduling, moderation, synthesis, and analysis of user data. Findings published as a research paper in CHI 2010