Ivy Mukherjee
0 -> 1 Product Design Leader with over 11 years of experience, building Gen AI, B2B & B2C products.
Worked at companies ranging from startups to large orgs. Currently based in London.
/ Founding Designer (2024)
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Jul 1, 2024, 6:09 PM
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Question-answering agent
Procedure-following agent
Quality Assurance Layer
/ Founding Designer (2023 - 2024)
.ai
Inscribe Confidence Score: High
Inscribe Confidence Score: Low
Customer is here
Low
High
0
0.5
1
0.75
/ Product Design Lead & Manager (2020 - 2022)
👩❤️👨 💬
Match &
chat
👾👂
Voice messages,
send GIFs
📞 📱
Voice calls, video calls
tools to help them do fun 1st date
uncover interesting facts about each other
compatibility check
find interesting places for dates
New user engagement model
Night In got a lot of eyes
The Verge
Tech Crunch
/ Product Designer (2018 - 2019)
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/ Senior Product Designer (2019 - 2020)
each article headline max character limit is 66 including translation
COVID-19 related
Safeguarding your wellbeing
during COVID-19
Point-to-point Support Package
during COVID-19
Headline should be contextual. Upto 2 lines including translation
Yesterday
2 min read
27 Mar 2020
6 min read
27 Mar 2020
10 min read
It will fit in 1st scroll
time stamp to provide trust & authenticity of the news
2 lines dedicated
for headlines to enable better explanation
reading time to provide insights on how much time they will require
Guiding principles - max 3 articles
Article directory
All the top articles will be data driven as per the “Article recommender” ML engine which will increase the probability of drivers’ finding their issues faster and easily. Also, the content is user research driven. We conducted card sorting study for articles and categories with drivers and CE(operations) in Singapore to understand which are the terms they are most familiar with. So, everything in this page are data and research driven.
Article Pages: concise & action oriented
From various research studies we’ve learnt that drivers’ don't like to read. We’ll be looking to improve the experience of reading articles by making them:
1) concise and action orientated
2) clearer information hierarchy with next steps
3) enable capability of sharing articles with DAX peers
4) allow DAX to bookmark those articles that are for relevant reading
Article Feedback
Leveraging user feedback will help us to make user driven decisions, measure impact and ultimately build the product our drivers’ want.
Related Articles
This section will provide more contextual articles which are very closely related to the primary problem.
Design for intangible, long-term goals of the platform
Visual icons as signifiers
Job Availability
Issues
Earnings
& Wallet
Past Job
Issues
Driver Benefits & Services
Learn About Grab
Profile, Account
& Vehicle
App Issues
& Feedback
Accident
& Safety
Support
Quick help
Support
Quick help
Bite sized information
Making customer support automation as simple as writing a document. Our AI agent expertly handles complex customer chats end-to-end, learning from plain language procedures — no code, no decision trees, no workflows. As part of this, we’re doing away with the concept of box & arrow workflows altogether. Instead, we’re developing an engine for AI agents to safely follow SOPs that are written in plain English. We’re aiming for: Customers to get a faster, more fluid, and enjoyable experience, similar to talking to a human.
Aiming to automate 70-80% of today's manual customer ops work, and most likely even more as the technology advances over the years to come.
I was the Founding Designer and I worked directly with the CEO, CTO, AI scientist, ML and product engineers.
Inscribe is an end-to-end risk intelligence platform. We work hand-in-hand with fintechs, banks, and lenders to deploy reliable, safe, and scalable Agents and Models. Our pre-trained AI Risk Agents autonomously perform routine tasks for onboarding and underwriting — working alongside your team to increase their outputs.
Inscribe helps your team fast-track risk assessments with instant insights into cashflow. Using data from bank statements, pay stubs, Plaid, and MX, you can see an applicant’s revenue or personal income, loans, expenditures, and much more to understand financial health.
Spot risk signals by understanding the context behind transactions
I helped built the Credit Intelligence Platform from 0 to X mn USD ARR within 10 months.
I worked with a squad like small team in weekly sprints—with one product manager, couple of ML engineers, and GTM team.
As the founding designer my role was multifold - there was no web product, so I was working on building the platform from scratch, which meant end to end designs, building the design systems on the go, prototyping to show customers and sales teams, doing direct research with prospective customers like Stripe, Brex, Ramp, TOP USA banks etc, writing PRDs, doing workshops and what not…
Human agents use systems and coordinate outputs manually to complete jobs to be done. Without the assistance of AI teammates, human agents have limited productivity.
Today
Tomorrow
AI Agents automatically coordinate the outputs of systems, summarize findings, and recommend next steps. With the assistance of AI coworkers, productivity is limitless.
amzn
Filters
I joined the Bumble team to lead the 0 - 1 new product initiatives team and partnered with the Head of Product and bunch of engineers. Bumble wanted to tap into ‘Gen Z’ users to establish themselves as a distinct dating platform where fun happens.
Night In is a video date and trivia night rolled into one - Bumble wants to tap into ‘Gen Z’ users to establish themselves as a distinct dating platform where fun happens! Over 70% Gen Z using videos and immersive platforms to connect with each other, hence a game based interactive video call seems like a great opportunity for user engagement. Get to know your matches from the comfort and safety of your own home by working together to answer trivia questions as a team of two.
It was a high impact, high visibility project and we wanted to adapt to user needs as fast as possible.
I was the Design Lead: helped define strategy, conceptualized the solution, designed end to end - from strategy to visual design, prototypes to launch - a lot of the things under the sun. Later on, I also directly supported and managed designers who continued the project after the launch to grow the product to become a platform.
What’s next:
Night In as a platform
Picture QnA
Date Space
I was part of the Core Growth & Data Vizualization teams and worked across 0-1, design system and analytics projects during my time.
Migration has been a frustrating experience for merchants, and results in roughly 70%-75% of them churning after their trial.
Goal: Help high potential entrepreneurs succeed on Shopify by providing them a low risk, cost-effective product that makes migration simple so they can have access to the things they need to grow their business.
Increase GMV: There are an estimated 12M-24M established online stores in the market today, and we’re capturing and converting very little of it.
Replatformers generate significantly more leads: Merchants who are making over $5,000/yearly, we saw a positive growth rate of 15% in leads in 2017 for replatformers, but only 0.8% growth for existing merchants.
Own the first mile: A merchant’s first few interactions with Shopify can make or break the experience, so we need to make it as seamless and enjoyable as possible.
“Humanize” customer support experiences by providing personalized & contextual solutions for every need.
Increase self-service for driver partners to boost Help Centre adoption rate which will reduce dependency on hotline services.
Help Centre is a mothership within which different services like chat support, Automation, call support sit together. In order for these services to work seamlessly, drivers need to visit Help Centre and use it.
73%
Drivers have reported help center layout/format, usefulness and relevance of content and ease of finding the specific issues/trips
of Help Centre visitors bounce without clicking on any article.
Help Centre ticket adoption is really low with high call preference
61%
46%
Research study debrief
TEAM STRUCTURE
1 Lead Product Designer
1 Product Manager
3 Engineers
1 Product Analyst
1 Business Strategy
2 Operations Strategy
Team dinner & my jokes
Lead and solo designer— discovery, user research studies, strategy, design, prototyping, testing
MY RESPONSIBILTIES
© 2025 by Ivy Mukherjee.
Thanks for viewing some snippets of my work. If you wish to learn more, please reach out for detailed case studies.
📩 ivy.mukherjee92@gmail.com
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