Resume
DownloadPragati Singh
NextGen AI Driven Loan Origination Redesign ( Ongoing ), 2025 ––
Underwriting Agents ( Beta Release ): Created strategy around data-stores, designed agent’s action flow, dialogues using Vertex AI & Dialogue Flow in order to solve for black box problem, instilling trust, predictability and eliminating cognitive load. Currently in experimental beta release, benchmarks being application processing time, customer satisfaction and trust.
Led LOS Redesign & MVP Strategy: Spearheaded end-to-end discovery, mapping user roles and technical constraints via cross-functional workshops. Developed initial interactive prototypes (using Cursor), securing 100% ( 33/33 ) super positive user validation citing a "dramatic shift" in efficiency; leveraged feedback to define high-impact MVP scope.
Drove User-Centric Solution Amidst Constraints: Owned design process from research through validation. Used Copilot to deconstruct and understand codebase, services and propose structural changes to software architecture that unlocked drastic UX improvements. Translated insights into prioritised features, paving the way for significant efficiency gains –– over 50% reduction in time across underwriting/fraud/verifications workflows with just single page overview implementation as part of phase 1.
Customer Email Communications, 2024 ––
Shipped end-to solution for tracking customer communication & proactively resolving delivery issues. Interviewed stakeholders, support team, analysed issue tickets, mapping AWS SES API response to actionable info leading to:
Elimination of 99% of email related complaints, reduction in troubleshooting time from 19 days to minutes, thus accelerating application processing and origination volume.
Logical Expression Editor Credit Policy, 2024 ––
Designed an expression builder for lenders in need of writing complex logical expressions with custom data sources and variables of their choice, achieving a task success rate of 90% in non-prod environments.
Led team on 0-1 project of Test Profile Library for non-technical users to test their lending policy against different personas, achieving a SUS score of ~ 90. Conducted intensive studies with engineering and QA teams to understand tech constraints & testing processes to deliver task time reduction by 96%.
Design System Initiative for Enterprise, 2023 ––
Established design systems tailored for both white-label customer-facing and high-density complex interface for enterprise UX, by leveraging tokenisation. Massive reduction in development & QA time, 100% WCAG AAA compliance for White Label apps and AA compliance for Platform.
Unsecured Instalment Loan Application Experience, 2022 ––
Shipped white label loan journey, optimising application flow, KYC, and ID verification. Achieved a ~ 50 % drop-off reduction during ID verification, driving higher completed applications and approved loans.
Manual Income Verification for BPO Agents, 2021 ––
Shipped income verification solution for bank agents that reduced data entry and review time by over 75%, and reduced BPO cost and number of declined applications.
Product Designer
Jun 2020 - Oct 2020
Reservation Portal for Belong Gaming Arenas, 2020 ––
Shipped booking portal for reservations & payments. Worked closely with Vindex's CTO, Belong US investor team, product managers, engineers and Belong UK marketing team to align business needs with user needs
Design Researcher
Aug 2018 - May 2020
Digital Archive of Integration Years, 2019 ––
Designed and developed a web archive of integration years in Douglas, Georgia that helped preserve and make the county's history accessible. Design was informed by deep collaboration and critique sessions with historians & librarians.
UX Designer
Oct 2015 - May 2017
Records Management System, 2015 ––
Shipped booking portal for reservations & payments. Worked closely with Vindex's CTO, Belong US investor team, product managers, engineers and Belong UK marketing team to align business needs with user needs
Master of Science
Georgia Institute of Technology 2018 – 2020
Human-computer interaction
Approaches
Systems Thinking
Enterprise Thinking
Human-centred-Design
Cognitive Theory
Empirical HCI
Metacognition
Synthesis
Ecosystem Mapping
Process Flow
Journey Mapping
Information-Architecture
Human Computer Conversation
Research
Cognitive-walkthroughs
Contextual-inquiry
Feasibility & Cost Evaluation
Hallway Testing
Design
User Flows
Rapid Prototyping
Design Systems
Interaction Design
Icon Design & Product Illustrations
Tools
Code
HTML
CSS
JavaScript