01
Understand the system
Map stakeholders, constraints, channels, and existing journeys.
Kritika Mathur · Canada
Senior UX Designer & Researcher
I lead research-driven product and service design for complex enterprise, banking, and public-sector digital services. I combine service design, mixed-method research, and systems thinking to turn customer insight into practical experience strategies teams can deliver.
About
Designing the experience beyond the interface.
Over the past 8+ years, I’ve worked across Canada and India in complex, regulated environments—from government digital services to banking, legal-tech, and enterprise SaaS.
I’m most effective where the challenge is not just “what should the screen do?” but “how should the experience work across teams, channels, and business rules?” I make the invisible visible through research, service maps, and clear design direction that helps teams act with confidence.
How I work
A research-led path from ambiguity to action.
02
Generate insight
Plan and run mixed-method research, then synthesize clear patterns.
03
Shape the experience
Co-create service blueprints, concepts, and prototypes with teams.
04
Enable delivery
Align priorities, define direction, and support implementation.
Capabilities
Connecting insight, strategy, and delivery.
Service & Experience Design
End-to-end service design across products, processes, and policies—including journey maps, service blueprints, personas, and co-design workshops.
Research & Insight
Qualitative and quantitative research planning, execution, and synthesis that turns raw evidence into actionable insight.
Strategy & Alignment
Experience strategy grounded in feasibility, business impact, and customer value, with facilitation and executive storytelling.
Delivery & Collaboration
Design systems, prototyping, and mentoring in close partnership with product, engineering, analytics, and operations.
Selected work
Complex services, clearer outcomes.
Each project opens to a case study or project overview. Public case studies share process artifacts; confidential product screens are available for appropriate portfolio review.
Simplifying document processing for Alberta child-care subsidy applications
Government of Alberta · Ministry of Family and Children’s Services
Led end-to-end UX for a launched workflow redesign that simplified document handling, reduced manual effort, and created a foundation for application and document integration.
Public sector · Service transformation
Read case study →
Service transformation for a public application
Government of Alberta
Redesigned a public-facing application and associated service flows, improving customer satisfaction and reducing in-person service calls.
Public sector · Digital services
Detailed case study available on request →
Conversational AI banking strategy for adoption, trust, and scale
HDFC Bank
Designed a conversational AI banking experience and UX strategy to increase digital adoption and trust.
Banking · Fintech · AI
Detailed case study available on request →
Unifying service experience for matters, accounting, and billing
Wolters Kluwer ELM Solutions
Unified a legal-enterprise product suite, reducing navigation time for power users by 20–30% and cutting onboarding time.
Enterprise SaaS · Legal-tech
Detailed case study available on request →
Driving behavioural change through strategic redesign
HDFC Securities
Redesigned the digital experience to help novice users build trust and encourage expert users to complete transactions digitally.
Banking · Fintech
Detailed case study available on request →Making enterprise legal work easier for an ecosystem of users
Wolters Kluwer · TyMetrix 360° and Office Companion
Designed a more coherent cross-product navigation experience and focused matter workflows for paralegals and legal assistants.
Enterprise SaaS · Legal-tech · Product-suite redesign
Read case study →
Increasing engagement through a travel rewards redesign
Jet Privilege
Contributed to an award-winning travel and rewards redesign focused on clearer journeys and responsive use.
Travel · Loyalty · Digital product
Detailed case study available on request →Get in touch
Let’s talk about the work.
I’m open to conversations about senior UX designer and researcher roles in enterprise tech, SaaS, and financial services.