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. Today I lead Gen AI research at IBM.

See selected work

Selected case studies

2021 — 2024

Flat illustration of an enterprise data dashboard with an AI chat concierge panel of suggestive prompts and a chat launcher buttonGen AI · IBM

AI 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
Flat illustration of a workplace chat overwhelmed by stacked bot notifications above a volume threshold slider and mute toggleMixed methods

Bot 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
Flat illustration of a seller at a desk with an AI assistant chat panel showing a prompt bar and a tabular answer, next to a sales pipeline boardServiceNow · Exploratory research

Sales 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
Black and white portrait of Shruti ModiRead the full bio

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)

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.

Download resume (PDF)

  1. 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.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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.

  7. 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.

  8. 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