Gen AI · IBMAI chat concierge on IBM.com
Unmoderated testing with 12 users across seven countries on discoverability, suggestive prompts, and trust — and the fixes it drove.
9/12noticed the chat immediately
Lead UX Researcher, Gen AI
I turn messy human behavior into decisions you can actually ship.
For nine years I've sat beside users, watched them fumble, and translated what I saw into research that moves products. I lead Gen AI research for IBM.com
See selected workSelected case studies
2021 — 2024
Gen AI · IBM
Mixed methodsBot Noise
A CSAT survey of 33 employees plus 7 interviews to define what counts as bot noise — and set the threshold for a new alerting system.
58%want bot messages only as needed
ServiceNow · Exploratory researchSales Assist for sellers
1:1 interviews with sellers to explain low adoption of an AI sales assistant — and the training, trust, and integration fixes it called for.
5/5dissatisfied with answer accuracy
About & approach
Research is a conversation, not a checklist.
I start with the question a team is afraid to ask, then go find the answer where people actually live their days. My work blends qualitative depth with numbers that hold up in a board room — so the insight doesn't die in a slide deck.
No scripted interrogation. Just curiosity, good questions, and the patience to sit with the awkward silences where the real answer hides.
Methods I reach for
- In-depth interviews (1)
- Usability testing (2)
- Diary studies (3)
- Concept testing (4)
- Contextual inquiry (5)
- Survey design (6)
- A/B testing (7)
- Heuristic evaluation (8)
Kind words
What people I've worked with say.
“Shruti has a strong ability to take ambiguous product problems and turn them into focused research opportunities. She doesn't stop at delivering insights—she connects the research back to product decisions and helps teams understand what to do next.”
“Shruti brings a particularly valuable perspective to researching AI experiences. She combines strong research fundamentals with curiosity about emerging technology and consistently pushes the team to think beyond traditional usability questions.”
“Shruti is the kind of researcher every cross-functional team wants to work with. She brings structure to ambiguity, listens carefully to different perspectives, and builds strong partnerships with design, product, and engineering.”
Resume
Nine years of research, across IBM, Meta, ServiceNow & Microsoft.
The full picture — roles, studies, and outcomes. Download the PDF or scan the highlights below.
IBM
New York
Jan 2026 — Present
Lead UX Researcher — IBM.com, Gen AI features
- Lead research for generative AI and AI-powered enterprise experiences, surfacing trust, adoption, and usability barriers that lifted user satisfaction by 65%.
- Pair qualitative research with behavioral and product usage data to cut drop-off by 45% and raise engagement and adoption by 60%.
- Run global moderated testing, interviews, and concept testing that shape navigation, content, and executive product strategy.
Meta
California
Mar 2024 — Dec 2025
UX Researcher — Enterprise Solutions Integrations
- Led research improving productivity experiences for 80k+ Meta employees by uncovering workflow friction and high-impact fixes.
- Scaled survey participation from 50% to 75% through better outreach and incentive strategies.
ServiceNow
California
Jul 2023 — Mar 2024
UX Research Lead — Connected Sales, GTM
- Evaluated user trust in AI recommendations, driving transparency features and a 15% increase in adoption.
- Benchmarked 20+ competitor products, contributing to 25% faster time-to-market for a new feature.
Microsoft
California
Feb 2023 — Jul 2023
Sr. UX Researcher — Generative AI, Azure
- Built detailed personas for a new Azure product that anchored engagement and experience improvements.
- Championed UX maturity with workshops, training, and scalable research frameworks.
Aviatrix Systems
California
Sep 2021 — Feb 2023
Lead UX Researcher — Business Enterprise
- Led 5 rounds of concept testing with 200+ participants, cutting MVP development time by 40%.
- Synthesized 15+ datasets to secure stakeholder buy-in for a new product initiative.
Meta (Facebook)
California
Aug 2020 — Sep 2021
Sr. UX Researcher — Ads Manager & Monetization
- Ran large-scale surveys on advertiser attitudes and behaviors that informed product strategy.
- Optimized the subscription flow with cross-functional partners, lifting conversion.
Cisco Systems
California
Nov 2018 — Aug 2020
Lead Researcher — Supply Chain Vertical
- Improved delivery-tracking dashboards through heuristic evaluations and usability studies.
- Introduced in-app surveys to track satisfaction and guide iterative feature decisions.
Freelance Consultant
India
Jun 2009 — Sep 2016
UX Researcher / Strategist
- Led 40+ research projects end to end, from objectives to stakeholder-ready outcomes.
- Conducted 120+ in-depth interviews across diverse settings to inform product decisions.
Research
Usability testing, interviews, diary studies, contextual inquiry, surveys, A/B testing, heuristic evaluation
Analysis
R, Python, SPSS, Excel (advanced), Tableau, Power BI, Google & Adobe Analytics
Tools
Figma, Sketch, Axure, InVision, Miro, Mural, Qualtrics, SurveyMonkey
Education
B.E. Information Technology, L.D. College of Engineering · NN/g Measuring UX & ROI · Cognitive Psychology, UC Berkeley Extension