Great screens can't save a broken service. I design both.
I'm Rajarani Mohapatra, a product and service design leader in London. I've spent 18 years in financial services and enterprise technology, and I now lead design at Boston Consulting Group.
Writing
Notes on product design, service design and AI. I write here first and share on LinkedIn.
Selected work
- Developer onboarding in under five minutes Getting set up used to take developers 15 days. I redesigned it as an AI-guided, self-serve flow, and it now takes under five minutes. Boston Consulting Group · 2022 – now
- Risk reviews that happen in the product Slow, late-stage risk reviews meant problems surfaced late. We built real-time guidance into the product itself, so risks show up earlier and there is less rework. Boston Consulting Group · 2022 – now
- Support journeys that keep investors I redesigned how Fidelity's investors get help. NPS rose by 25% and customer churn fell by 18%. Fidelity · 2015 – 2022
- A service design practice, from scratch Fidelity had never used service blueprints or journey maps. I introduced them and built the practice from the ground up. Fidelity · 2015 – 2022
Worked with
Five organisations across four industries: consulting, financial services, aerospace and technology.
- Fidelity International
About
I design products and services, and build the teams that deliver them.
I started in graphic and learning design, moved into UX at Honeywell, and grew into service design at Fidelity, where I built the practice from scratch. Along the way I worked on products used by millions of investors and pension savers.
Today I lead design at Boston Consulting Group. With the CIO and a team of fifteen, I'm making it easier for engineers to build and ship software. I like the messy, in-between problems, where strategy, technology and people have to line up.
People are a big part of the job. I've hired, coached and grown designers and cross-functional teams throughout my career.
What I do
- Design leadership
- Product strategy
- Product design
- Service design
- Customer experience
- Design systems
- AI-enabled experiences
- Team growth and coaching
- Stakeholder alignment
- Innovation
Outside work
I founded a community school for underprivileged children in Odisha, lead the Social Mobility Committee at BCG, and mentor with Women in Tech and business@school. I'm also a recipient of BCG's Key to Purpose Award.
- Based in
- London, UK
- Studied
- MBA; Diploma in Computer Science & Engineering
- Certified
- Experience Analyst and Usability Analyst (HFI)
Contact
Want to talk about design, work or writing? Message me on LinkedIn.