Nirvana Mobile

The Problem

The 'Nirvana Mobile' application was experiencing noticeable service gaps, directly impacting user retention. Customers were facing friction during their journey, but without structured research, the exact pain points were unclear. The business needed a data-backed approach to identify these issues and redesign the user experience.

The Process & Solution

I spearheaded a complete Customer Experience (CX) Transformation Plan heavily rooted in Design Thinking methodologies. Instead of jumping straight into interface design, the focus was placed entirely on understanding the user first.

By mapping the current state of the application and combining it with direct user feedback, I was able to rapidly prototype digital solutions specifically targeted at improving long-term user retention.

Methodology Execution

                    > Empathy Interviews: Gathered qualitative data directly from end-users to understand their frustrations.
> Persona Creation: Synthesized interview data into actionable user personas to guide design decisions.
> Journey Mapping: Visualized the end-to-end customer experience to pinpoint exact drop-off locations.
> Wireframing: Translated solutions into low-fidelity and high-fidelity interactive prototypes.

                

Skills Applied

Design Thinking User Research Wireframing Prototyping Figma

Timeline

Apr 2025 - Aug 2025

Interactive Prototype

Experience the proposed CX flow directly in Figma.

Play Prototype