Turning Complex Systems
into Simple Experiences
Service Design · UX Research · Tbilisi, GE
Services I Offer
UX Research
Interviews, usability testing, data analysis and insight generation to uncover real user needs.
UX Audit
Systematic evaluation of your digital product to identify friction, gaps, and opportunities for improvement.
Service Design
End-to-end journey mapping, touchpoint design and alignment of digital and operational experiences.
Service Audit
Holistic review of service ecosystems — processes, touchpoints, and operational flows — to surface systemic issues.
Experience
Service Designer
TBC Bank- Led end-to-end service design for non-resident client onboarding, identifying critical UX and system-level gaps across digital and operational journeys.
- Conducted user research (interviews, data analysis, support insights) to uncover friction points and validate improvement opportunities.
- Mapped and redesigned customer journeys to reduce drop-offs, streamline processes, and improve conversion.
- Translated complex problems into actionable solutions, aligning UX improvements with business and operational goals.
- Collaborated with cross-functional teams (product, AML, operations, support) to implement scalable service improvements.
- Improved operational efficiency by identifying manual inefficiencies and introducing automation and process simplification.
UX Designer
TBC Pay- Led end-to-end UX redesign of self-service kiosks at TBC Pay, improving clarity of core payment flows and reducing user friction.
- Conducted field research and usability testing on kiosk interactions, identifying key behavioral pain points and drop-off moments.
- Simplified complex service journeys (payments, transfers, top-ups) into intuitive, step-by-step flows tailored for diverse user groups.
- Collaborated with product, engineering, and business teams to align design decisions with operational and technical constraints.
- Defined and validated UX improvements through iterative prototyping, increasing task success rates and overall user efficiency.
UX Researcher
TBC Bank- Conducted usability testing (qualitative and quantitative).
- Led the user experience for websites and mobile apps from start to finish.
- Improved designs by incorporating new technologies and frameworks.
- Tracked and analyzed website performance metrics.
- Gathered customer feedback and provided UX recommendations.
- Researched and suggested ways to make websites more user-friendly.
- Identified and documented technical issues affecting usability.
- Tested UX design elements and provided feedback for improvements.
- Led UX research workshops and training sessions.
Skills & Tools
Certifications
Service Design: How to Design Integrated Service Experiences
Design Thinking: The Ultimate Guide
Data-Driven Design: Quantitative Research for UX
Gestalt Psychology and Web Design: The Ultimate Guide
Brand Strategy for Designers
Designing Emotion: How to Use Design to Move People
Have a project or want to say hello?
Open to collaborations in service design and UX research. The fastest way to reach me is by email.