Work
Case Study
Email AI assistant in customer support
Led the endโtoโend UX for an AIโpowered email support assistant from concept to launch. Drove measurable gains in operational efficiency, CSAT and digital resolution rates, with seamless human escalation.
Experience
Iโve partnered with teams of all sizes to ship products that matter.
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Speaking
Started June 2022. Bite-sized interviews with behind-the-scenes access to exclusive industry experts. Hosting product (design, research and product management) people, and sharing insights in weekly episodes.
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Published March 2021 by the Get Together (People & Company).
Whitney Ogutu and Bailey Richardson with Lewis Kang'ethe, the community lead for the African chapter of The Fearless Community. They are bringing together design leaders to share knowledge and stay connected during lockdown.
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Presented in 2020: Hatch by FFA: Design month ๐จ by FFA x Fearless
Design is central to the revolution and growth of the African startup ecosystem. At FFA, we want to celebrate Design influence within startups and organisations. The talk was about how design is helping startups in Africa change the narrative of innovation on the continent through these inspiring talks.
Itโs our one-hour live Twitter discussion (via the #uxchat Twitter hashtag) where you can rub virtual shoulders with some of the most knowledgeable UXperts on the planet and discuss a different UX topic every week. I was answering the following questions:
- How do you prioritize features? How do you factor in technical feasibility, importance to users, and importance to business?
- How do you create systems that will help you track and prioritize user feedback?
- Are there techniques out there that can help prioritize UX issues?
Presented at 2019: #UXChat by UserZoom - Twitter Moment
Travel
I learn design by moving through systems: buses, bicycle rickshaw, canoes, markets, museums, and walking tours. From Halong Bay to the Sahara, travel teaches me how people adapt, navigate and make meaning. That always reminds me that good design is local, human, and shaped by context.
So far I've visited 15 countries and counting.