Raina Mehta has spent more than 15 years leading digital product development at companies like Amazon, NBCUniversal and Prudential. She is currently the Head of Product and User Experience at Kaplan, where she leads Kaplan's online learning experiences for students who are prepping for exams from the SAT to the CFA. Through her experience across industries, products and business models, Raina has fine-tuned the process she employs to bring Product, UX, Data and Tech together to build experiences that customers value and love.
Successful organizations take great care in mapping out the user journey to achieve growth and retention. While emotional experience is an essential part of user-brand interaction, they can only be reached through multiple touchpoints that work seamlessly together.
Our panelists take on different perspectives of what it takes the team to build such a myriad of processes for success.
At Kaplan, Raina was tasked, alongside a digital transformation team, to shift the in-person learning experience for tens of thousands of students to virtual classes. There were many elements at play with a culture shift to being product-led, a business looking to define the ROI of continuous innovation and a single customer experience being designed to serve learners across 10 different courses. So how did Raina's team design and advocate for a single customer-centric UX?
In this session, Raina will talk about her journey through this transformation and touch on:
- Why the team moved from using personas to mindsets in order to create successful and consistent user experiences.
- The metrics for UX she developed to measure success throughout the process, and
- The challenges she encountered in this journey and learnings she picked up along the way