Sr Product Designer
Role
9 Months
Duration
2023
Year
Visual design + Prototyping + Opportunity Visualization
Concept UX for GenAI-powered support across legacy products + scattered data
Customer support agents at Hitachi operate inside a complex ecosystem—legacy products, scattered documentation, and high cognitive load across many tools. I helped translate research into human-centered GenAI concepts (clickable prototypes + UI flows) that keep agents in control while improving speed, clarity, and access to knowledge.
Concepts
Designed 3 GenAI concepts—spam filtering, agent chat assist, knowledge graph and RFP Tool — to reduce triage effort, improve product identification, and speed up accurate responses while keeping humans in control.
Research Foundation
Grounded in mixed-method research (47 survey + 5 interviews) and end-to-end journey mapping across 24/7 global operations to identify high-impact GenAI opportunities.
System Design
Proposed a ‘knowledge graph’ chassis that connects legacy docs, product history, parts data, and expert networks—powering multiple GenAI widgets across the workflow.
Outcome
A validated direction for human-in-the-loop GenAI—focused on reducing cognitive load, improving transparency, and giving agents a holistic view of cases and knowledge.
