IBM Projects
Below are brief descriptions of projects I have worked on during my time as a UX researcher & designer at IBM. As these projects are of clients, they require a NDA to be signed before viewing. Please email me at ruzbeh.irani@icloud.com to get access to the NDA.
This was a key project which involved collaborating with multidisciplinary teams to enhance user interaction for Toyota Canada Inc through a Salesforce CRM system implementation. I evaluated the usability of their existing products and dealership system interfaces and presented constructive changes. Utilizing insights from my research, I created over 30 Salesforce prototypes with Figma, serving as a blueprint for our developers to efficiently execute builds through Azure DevOps. By conducting over 25 stakeholder interviews across 7 business units and leading data analysis workshops, my contributions generated actionable insights (75+ user stories) that significantly improved customer engagement across 290+ Toyota dealerships.
At Canada Post, as a UX researcher, I was integral in reimagining the digital service customer experience. By employing methods such as empathy mapping, journey mapping, and stakeholder interviews, I identified pain points and innovated on service & sale delivery methods, significantly enhancing client and user satisfaction.
In the $9 million Sobeys Digital Experience Project, I played a pivotal role, working with a multi-disciplinary team to develop their mobile web grocery platform. Through service design blueprints, I collaborated with their business to design a future state experience for their web-based customers. I also created over 20 wireframes with Figma, aiding our developers and business analysts during the build stage.