MY ROLE
Associate UX
Designer
TOOLS
Adobe XD
Google Meet
Tableau
TEAM
3 UX Designers
2 Managers
1 Senior Manager
TIMELINE
Aug 2019 -
Dec 2022
OVERVIEW
At PwC India, my work focused on improving retail experiences through UX audits. I was part of a team that observed in-store behavior, analyzed customer feedback, and identified usability gaps—leading to improvements in navigation, wait times, and accessibility for diverse user groups.
Uncovered 20+ usability issues through 30+ store visits, 100+ review analyses, and 50+
user interviews.
Boosted monthly revenue by 7% and customer satisfaction by 15% through targeted
UX improvements.
Delivered tailored UX audits with a 10/10 client satisfaction rating from a top FMCG brand.
Retail shoppers felt lost due to poor layouts, long queues, and lack of multilingual support—leading to frustration and lost sales. Through on-ground audits, interviews, and observation, we identified two key pain points.
Language Barriers in Navigation
Users struggled to locate items due to unfamiliar store layout and absence of regional language.
Long Wait Times at Checkout
Users faced delays from few billing counters and no self-checkout, leading to crowding.
Due to strict NDA agreements, specific project details and client names cannot be disclosed. To showcase my design thinking, I’ve created a narrative walkthrough using AI visuals.
Retail Experience Optimization through UX Auditing
Arrival at the Store
Sneha, a 26-year-old professional in India walks into Urban Collective expecting a very smooth shopping experience.
No Local Language
Sneha struggles to navigate the cluttered store layout—confused by unclear signage and English-only labels.
Stuck at Checkout
Sneha finds herself caught in a long billing queue, only to realize there’s no self-checkout or online payment option.
Spotting the Gaps
To solve Sneha’s issues, our UX team conducted in-store audits to uncover pain points in navigation, language, and checkout.
Listening to Users
We followed up with customer interviews to validate in-store findings and better understand Sneha’s frustrations.
No More Waiting
Sneha now pays effortlessly with self-checkout and regional language support—no more waiting in queues.
A Happier Exit
Sneha exits with ease—her shopping now faster, clearer, and stress-free.
REFLECTIONS
This project taught me how small design changes in physical spaces—like clear signage or self-checkout—can create a big impact. It helped me better understand user behavior on the ground and design more inclusive, practical experiences.
