Sagar Benjamin

Service & Product Design Consultant | 7 Years Experience Strategic designer specializing in human-centered design (HCD) to bridge the gap between user needs and business viability. Expert in navigating complex ecosystems for major enterprise clients (Rogers, OCS) by leveraging service blueprints, experience mapping, and stakeholder workshops. Proven ability to translate deep user research into tangible service strategies that align cross-functional teams (Product, Strategy, and Engineering).

Adept at visual storytelling and justifying design decisions to C-suite stakeholders while ensuring technical feasibility.

Product & Service Designer at Iron Logic (2021-05 – Present)

• Service Strategy & Ecosystem Mapping: Led the end-to-end service design for Rogers Telecom and OCS, moving beyond UI to map the entire customer journey across digital and physical touchpoints.
• Workshop Facilitation & Co-Creation: Planned and facilitated collaborative design sprints and stakeholder workshops to uncover latent user needs, generating over 50+ service concepts and aligning business goals with user pain points.
• Experience Modeling: Owned the creation of high-level Service Blueprints and Interaction Models that documented front-stage user actions and back-stage technical constraints (API limits, data-fetching), reducing service friction by 30%.
• Visual Storytelling: Transformed complex research data into compelling Experience Maps and User Journeys, using visual storytelling to justify design investments to executive leadership.
• Cross-Functional Leadership: Collaborated with Business Designers and Architects to ensure design solutions were not only "lovable" but scalable and technically sound within Agile environments.
• Design Governance: Acted as a Design Ambassador, establishing "source of truth" documentation (Design Systems & Process flows) that improved team velocity by 25% and ensured service consistency.

User Research Associate (Service Insights) at ADS, Amazon (2017-03 – 2019-02)

• Human-Centered Research: Conducted deep-dive ethnographic research and speech pattern analysis to improve Alexa's Natural Language Understanding, directly impacting the "Service Experience" for millions of users.
• Insight Synthesis: Synthesized qualitative user data into actionable behavioral customer segmentations, helping engineering teams prioritize features based on real-world human behavior.
• Strategic Communication: Translated complex machine-learning insights into clear, prioritized service enhancements, effectively "telling the story" of the user to technical and non-technical stakeholders.

Diploma in Interactive Media Design – Seneca College (2020 – 2022)

Bachelor's in Information Technology – SRM University (2012 – 2016)