Headline

Service Design | Strategy | Research

About

Service Designer with 11 years of experience delivering end-to-end service design across telecom, government, and consulting. Skilled in translating research into actionable service blueprints, orchestrating UX improvements across complex journeys, and driving alignment across technology, design, and business. Experienced in leading workshops, mentoring designers, and crafting digital-first experiences that improve usability and deliver measurable commercial impact. Skills: Service blueprinting, User experience design, End-to-end journey design, Evidence-based pain point mapping

Location

Bengaluru

AI stack

antigravity

claude

elevenlabs

gemini

perplexity

ChatGPT

Work experience

Service Designer at BT, Jul 2022 - Present · 4 yrs 4 mos, Bengaluru, Karnataka, India, - Orchestrated transformative project that converted complex product into intuitive user experience, resulting in 63% improvement in usability and resolution of 76% of identified pain points - Delivered service design artefacts including service blueprints, journey maps, and service concepts across multi‑product journeys (Broadband, Digital Voice, Security) - Led workshops with cross-functional teams to align service design outcomes with commercial goals - Mapped end-to-end customer and colleague journeys, uncovering hidden pain points and shaping End-to-End journey flows

Freelance Designer at Freelance, Jun 2020 - Present · 6 yrs 5 mos, - Visiting faculty to National Institute of Design (NID) Bangalore for their Service Design course. - Taught Design Thinking process to 7 school teachers across 7 ATL-funded schools from 4 states as part of Niti Aayog, Government of India's Train the Trainer program - Served as Design Thinking master trainer for Niti Aayog, Government of India's Vernacular Innovation Program - Design User Experience (UX) and User Interface (UI) for client projects

UX Design Lead at Wolffkraft® - Strategy & Design Studio, May 2022 - Jul 2022 · 3 mos, Bengaluru, Karnataka, India, - Manage portfolio clients and led a multi-disciplinary team to provide design solutions; balancing customer requirements for performance and cost - Managed design deliverables and client stakeholder communications

Project Manager at EY, Jul 2018 - Dec 2020 · 2 yrs 6 mos, New Delhi Area, India, - Part of National COVID Task Force and National Oxygen Supply Task Force; co-ordinating and executing day to day operations - Developed research briefs, infographics, and policy notes for international bilateral interactions with Southeast Asian countries, supporting senior government officials in strategic discussions at Department for Promotion of Industries and Internal Trade (DPIIT), Government of India - Led State Startup PMU in Himachal Pradesh and Haryana, engaging with industry partners and ecosystem stakeholders including Google, Facebook, IAMAI, and TiE - Conducted design thinking workshops supporting capacity building initiatives in both states for startup ecosystem development

Founder at iHUB Development Foundation, Oct 2015 - Nov 2018 · 3 yrs 2 mos, Mentored engineering college clubs in North India toward innovation and entrepreneurship activities. Conducted 12 workshops on Design Thinking methodology. Registered iHUB Development Foundation as Section-8 Non-Profit Company in May 2016.

Education

Master's degree, Advanced Lightweight Structures and Impact, Cranfield University

Diploma, Product Design & Analysis, CADD Center, New Delhi

Public links

saugat.in: https://www.saugat.in/