Sayantani Mukherjee

Service Designer, UX Researcher and User Researcher

Designing for human behavior, optimizing for business scale.

I use research to uncover behavioral and system level problems, then design services and experiences around what people actually do.

Service Designer at Amura HealthPreviously Urban Company and Tata ElxsiBased in India

Illustration: a dense scatter of dots and tangled lines on the left gradually resolves, moving right, into four clean paths that each end in a distinct symbol
Behavioral noisePredictable patterns
02Case studies

Selected work

  1. 01User research and service design

    The behavioral audit

    Clients were dropping out of a chronic care program and it looked random. I audited 80 high friction clients, found six psychographic mindsets underneath the drop offs and gave care teams a way to see risk coming before it escalated.

    RoleService Designer and User Researcher, solo

    Outcome

    Share of each client cohort over three months, in the three audited care teams. Comparable cohorts, not the same clients.

    Read case study 01
  2. 02Service design

    From conversion to commitment

    Onboarding was built to convert, not to check whether a client was ready for the effort the program asks. I audited why the wrong clients were drawn in and moved the gate from can you pay to are you ready.

    RoleService Designer, solo

    Outcome

    Success rate of the two hardest to serve mindsets. Their combined share of clients fell from 52.9% to 38.0% over the same months.

    Read case study 02
  3. 03UX research and information architecture

    A visual could not fix the panel

    I was asked to add a visual to a clinical summary panel. Field research showed the care team had stopped opening the panel, so I rebuilt what it shows around what health coaches and doctors need in a live client interaction.

    RoleUX Researcher

    Outcome

    Friction from missing client data, flagged by team leads for the same 282 clients across 6 care teams. 49.7% fewer flags.

    Read case study 03
03Capabilities

What I bring to a team

Research

  • User research
  • Mixed methods research
  • Contextual inquiry
  • Behavioural research
  • Research synthesis
  • Usability research

Service design

  • Journey mapping
  • Service ecosystems
  • Operational workflows
  • Experience strategy
  • Service improvement

Strategic application

  • Problem framing
  • Opportunity identification
  • Research driven decision making
  • Stakeholder collaboration
  • Business and operational impact
04Background

Where I have worked

I studied Human Centred Design at Srishti in Bangalore. Since then I have worked inside organisations where the problem sits between people, processes and tools.

At Tata Elxsi I ran design research for client brands across automotive and consumer goods. At Urban Company I researched smart home products inside people’s homes. At Amura Health I work on a chronic care program for 7,000+ clients, where the users are both the clients and the care teams who serve them.

What pulls me in is the gap between what a system assumes about people and how they actually behave. Most of my work starts by testing that assumption against evidence.

Amura HealthService DesignerApr 2025 to present
Urban CompanyUser ResearcherAug 2024 to Mar 2025
Tata ElxsiDesign ResearcherJul 2023 to Jul 2024

Education

Srishti Institute of Art, Design and TechnologyHuman Centred DesignBangalore
05Earlier work

Projects before Amura

Urban Company

User Researcher · Aug 2024 to Mar 2025

Discipline
UX research
Project
Native L1 Pro smart lock
Methods
Field research, usability research, customer understanding
  • Led 15+ in home visits to find real world usage and installation problems with smart home products.
  • Ran rapid usability testing so design decisions could be made the same day.
  • Synthesised 500+ customer queries from Amazon, Flipkart, YouTube and helpline data to pinpoint recurring pain points.
See the work on Behance

Tata Elxsi

Design Researcher · Jul 2023 to Jul 2024

Discipline
Design research
Focus
Automotive and consumer research
Methods
Ethnography, market research, future forecasting
  • Ran primary and secondary research across 5+ client projects, surfacing latent user needs and product gaps.
  • Led in home studies, usability testing and market analysis to drive design and product decisions.
  • Tata Elxsi Project Excellence Award for KIA (2024). CSAT Awards for the Mondelez project and Nivea e commerce packaging (2024).
See the work on Behance
06Contact

Get in touch

If you are working on a service or research problem where the answer is not obvious yet, I would like to hear about it. Email is the quickest way to reach me.