19 years designing human-centred digital experiences across healthcare, finance, energy, and enterprise. Specialising in AI-integrated design, accessibility (WCAG), and end-to-end UX strategy that delivers measurable business impact.
A multidisciplinary skillset built over nearly two decades — from early user research all the way through to post-launch analytics.
Interviews, surveys, usability testing, and ethnographic research that uncover the real mental models behind user behaviour.
Designing conversational interfaces, AI assistants, and smart workflows that feel natural — not robotic. Proven with GSK's GiGi AI platform.
WCAG 2.2 AA/AAA compliance, screen reader compatibility, high-contrast theming, and keyboard navigation across enterprise products.
Sitemaps, content hierarchies, card sorting, and navigation systems that make complex platforms feel effortless to use.
High-fidelity prototypes, design systems, and pixel-perfect UI across mobile, tablet, and web — from wireframe to handoff.
Owning the full design cycle from business research and stakeholder alignment through to post-launch analytics and iteration.
SUS scoring, NPS, task success rates, and A/B experimentation to validate design decisions with quantitative rigour.
Designing for international audiences, RTL layouts, cultural nuance, and multilingual content management systems.
A curated selection of projects demonstrating end-to-end UX ownership — research, strategy, design, and measurable outcomes.
Designed and delivered an enterprise AI chat assistant for GSK's global workforce of 50,000+ employees. GiGi integrates with ServiceNow, enables professional writing, document summarisation, and multilingual translation — all in one WCAG-compliant interface.
A preventive cardiac health app for real-time monitoring of heart rate, HRV, oxygen levels, and sleep quality — designed for both diagnosed and at-risk individuals.
Designed an RFID-connected brushing companion app for GSK that tracks oral hygiene habits, provides guided 2-minute sessions, and promotes eco-friendly toothbrush replacement cycles.
Redesigned the end-to-end electricity connection experience for Malaysia's sole utility provider — from new application tracking to a gamified field-worker motivation system.
A structured yet flexible process refined across 19 years and dozens of organisations — adapted to every context.
Business research, stakeholder interviews, competitive analysis, and reviewing existing design systems to understand the full landscape.
User research, journey mapping, and information architecture to articulate the real problem — and who it affects — before a single pixel is placed.
Ideation workshops, wireframes, accessibility audits, and high-fidelity prototypes built with inclusive design baked in from the start.
Usability and A/B testing, business sign-off, QA-reviewed design handover, and post-launch analytics to close the loop and iterate.
Context is everything. Without it, nothing can occur. It is the unspoken backstory that determines outcomes — and the first thing I seek to understand.
Every design decision is grounded in the context of the business, the user, and the environment. Without context, solutions are guesses.
The most valuable insights are rarely stated outright. I actively listen for what users don't say — the hesitations, the workarounds, the frustrations beneath the surface.
Inspired by the Japanese pottery maker who broke 99% of his work — I prototype fast, break what doesn't work, and iterate until we reach the 1% that's right.
The best design is never finished. Post-launch, power users and edge cases will always surface new insights. The loop never truly closes.
A broad and continuously evolving set of tools deployed across design, research, collaboration, and delivery.
A curated showcase of UX deliverables across enterprise, government, financial services, and health sectors — spanning wireframes, research artefacts, and high-fidelity visual design.
Accessibility is not an afterthought — it is a core design principle I apply from the first wireframe. I deliver full WCAG audits, scorecards, and remediation plans for enterprise products.
I conduct detailed accessibility audits against WCAG 2.2 Level A & AA criteria using tools including axe DevTools, VoiceOver, manual keyboard testing, and webaim.org. Every audit produces a scored, actionable report.
I build comprehensive UX scorecards combining System Usability Scale (SUS), Net Promoter Score, Time on Task, Level of Ease, and Task Success Rate — giving product teams quantitative evidence for design decisions.
ARIA labels, semantic HTML, VoiceOver & NVDA tested. Every interactive element is accessible via assistive technology.
Full keyboard operability, visible focus indicators, logical tab order, and no keyboard traps across all interactions.
WCAG AA/AAA contrast ratios, colour-blind-safe palettes, and never using colour as the sole means of conveying information.
Designs tested at 200% zoom, adjustable font sizes, touch target sizing ≥44px, and cross-platform compatibility.
Every great design starts with rigorous research. I apply a broad toolkit of qualitative and quantitative methods — from empathy mapping to card sorting — to ensure solutions are grounded in real user needs.
Conducted open card sorting with 12 GSK employees to understand their mental models for organising ServiceNow navigation. Participants grouped 32 content cards into natural categories.
Outcome: Card sort revealed 3 primary mental model categories. Results informed the final mega-menu navigation structure and sub-navigation hierarchy.
Method: Conducted with 10–12 TNB new connection users. Combined with 20–25 stakeholder interviews across all user groups to validate findings.
Open to senior UX roles, consulting engagements, and accessibility audits. Whether you're building an AI product or redesigning a complex enterprise platform — let's talk.
✉ kaushalko@gmail.comDesigning an enterprise-grade conversational AI assistant for GSK's 50,000+ global workforce — unifying ServiceNow ticketing, document analysis, multilingual translation, and professional writing into one WCAG-compliant platform.
GSK employees faced significant friction in their daily workflows. Navigating internal processes required jumping between multiple disconnected tools — ServiceNow for tickets, email for approvals, separate translation platforms, and lengthy policy documentation.
This fragmentation led to productivity loss, employee frustration, and an unequal experience for global team members who needed multilingual support.
Understanding GSK's intricate internal processes required significant time and effort, leading to delays and inefficiencies.
Employees switched between ServiceNow, email, and translation tools constantly, disrupting workflow and focus.
There was no unified solution for email drafting, document summarisation, translations, or approvals in one place.
Existing tools were not fully accessible or optimised for different platforms, creating barriers for some employees.
GiGi was designed as a single, intelligent interface that connects all the tools employees need. Built with a user-centred approach and deep accessibility considerations, it delivers five core capabilities that address every identified pain point.
Instant, context-aware responses to GSK policy and process queries — no more searching through lengthy documentation.
Raise tickets, manage queries, and approve requests directly within GiGi — eliminating platform-switching entirely.
AI-assisted professional email drafting and content creation that saves 40% of the time previously spent on writing tasks.
Upload documents or transcripts for instant, accurate summaries — reducing reading time by 50%.
Real-time translation of text and documents into multiple languages, enabling seamless global collaboration.
Screen reader compatibility, high-contrast themes, adjustable font sizes, and full keyboard navigation across all platforms.
| Identified Problem | Solution Provided by GiGi |
|---|---|
| Difficulty navigating GSK processes | Context-aware responses with process-specific guidance |
| Switching between multiple platforms | Integration with ServiceNow for seamless ticketing and queries |
| Time-consuming content creation | Writing Mode to assist with professional email drafting |
| Inefficient document handling | Upload and summarise documents or transcripts instantly |
| Limited multilingual capabilities | Real-time translation of text and documents into multiple languages |
| Inaccessible tools for some employees | WCAG-compliant design with full cross-platform availability |
Interviews with employees across departments to gather process challenge insights and identify must-have features.
Surveys and synthesis to map user needs. Key insight: users needed one centralised tool with multilingual and accessibility support.
Early prototypes focused on core functionalities — ticket management and document summarisation — tested with real employees.
Iterative feedback loops simplified navigation, enhanced chatbot interactions, and made the approval process more intuitive.
I conducted extensive research across GSK departments — interviews, surveys, and usability testing on early prototypes — to ensure GiGi would solve real problems, not assumed ones.
Users wanted a centralised tool to manage tasks without switching between platforms. The cognitive load of juggling multiple systems was a top complaint.
Multilingual support was critical for global teams. Many employees struggled to communicate effectively across language barriers using existing tools.
Accessibility was non-negotiable. A significant portion of the workforce relied on assistive technologies that existing tools did not adequately support.
Cross-platform consistency mattered deeply. Employees move between mobile, desktop, and tablet throughout the day — and expected a seamless experience across all three.
The final design delivered a clean, responsive interface across mobile, web, and tablet. Each screen was designed with WCAG compliance, intuitive navigation, and GSK's brand system in mind.
Employees save significant time — email drafting is 40% faster, and document summarisation takes 50% less time than before.
Post-launch surveys showed an 87% satisfaction rate, with users praising GiGi's intuitive design and breadth of functionality.
Over 50,000 active users across mobile, web, and tablet platforms — significantly exceeding initial adoption targets.
The multilingual translation feature transformed communication for international teams, removing language as a productivity barrier.
GiGi represents GSK's commitment to innovation and employee empowerment. By integrating advanced AI functionalities with a user-centred, accessible design approach, GiGi has become an indispensable tool for GSK's global workforce — enabling employees to focus on high-value work rather than administrative overhead. Continuous user research and feedback will guide future enhancements, ensuring GiGi evolves alongside the organisation's needs.
Designing a preventive cardiac health companion that empowers individuals to monitor heart rate, heart rate variability, blood oxygen levels, and sleep quality — before a diagnosis is ever needed.
Managing heart health is challenging even for individuals without a diagnosis — most people remain unaware of the risks they face until it's too late. Identifying cardiac events is difficult because symptoms are often vague and sudden.
Treatment for cardiovascular diseases (CVD) is costly, time-consuming, and cumbersome. While global efforts focus on advanced medical treatment, there is a significant lack of focus on prevention.
In some cases, medical institutions subject patients to unnecessary tests, adding financial and emotional burden. The opportunity was clear: design a preventive tool that makes heart health accessible, understandable, and actionable for everyone.
Most individuals are unaware of their cardiovascular risk factors until a medical event forces them to pay attention.
Existing tools are either medical-grade (complex) or fitness-focused (insufficient), leaving a gap for everyday preventive use.
Patients are often subjected to unnecessary medical tests, creating stress and financial hardship without meaningful preventive benefit.
Without reminders and motivating feedback, users struggle to maintain the consistent monitoring habits needed for prevention.
I followed a structured research approach to deeply understand the challenges and needs of individuals managing (or ignoring) their heart health. Research spanned three methods across diverse demographics.
User Interviews: Conducted with individuals managing heart health — both with and without diagnosed conditions — to uncover real-world challenges and coping mechanisms.
Surveys: Distributed quantitative surveys to measure heart health awareness, monitoring frequency, and attitudes towards preventive technology.
Competitive Analysis: Analysed existing heart health apps to identify gaps — most were either overly clinical or too simplistic, with poor accessibility.
Key Insight: Users needed real-time monitoring with actionable insights — not just raw data. The app needed to interpret numbers, not just display them.
Information Architecture is the blueprint of the design structure — generated into wireframes and sitemaps. I mapped every screen and user path before a single pixel was designed, ensuring logical, accessible navigation throughout the app.
The final home screen surfaces the four most critical health metrics at a glance — Heart Rate, Heart Rate Variability, Blood Oxygen, and Sleep. Each links to a deeper insights view with personalised recommendations and trend visualisations.
The Healthy Heart App successfully addresses the challenges identified in the problem statement by providing an intuitive, user-friendly platform for monitoring cardiac health. By focusing on preventive measures and raising awareness, the app empowers users to take control of their well-being. Positive feedback from user testing validates the effectiveness of the design and its potential to make a meaningful impact on heart health management globally.
Designing an RFID-connected brushing companion for GSK that tracks oral hygiene habits in real time, guides users through proper 2-minute brushing sessions, and promotes eco-friendly brush head replacement — solving both personal health and environmental challenges simultaneously.
Working as a Senior UX Consultant for GSK, this project focused on developing a brushing app that functions alongside an RFID-enabled toothbrush handle and compatible smart brush heads. The brush heads are similar to regular ones but contain an embedded RFID microchip — the key to enabling the technology.
The app would track oral health data from the smart handle and support users in maintaining a consistent, effective oral hygiene routine — while nudging them towards more sustainable, eco-friendly habits.
The project had to solve three distinct but interrelated challenges simultaneously: inconsistent brushing habits, irrational toothbrush replacement behaviour, and a lack of consumer awareness about the environmental impact of disposable toothbrushes.
Simply solving the waste problem wasn't enough — consumers needed additional personal benefits to motivate the switch to eco-friendly habits.
Most people know brushing twice daily is important but struggle to make it a habit. Duration and technique are also typically suboptimal.
Toothbrushes are replaced based on visible wear, not hygiene — often months after they should have been changed for health reasons.
People are generally aware of plastic pollution but unaware that toothbrushes are a significant contributor — removing a key motivator for eco-friendly alternatives.
How might we encourage users to adopt better oral hygiene habits while simultaneously addressing the environmental impact of disposable toothbrushes — making sustainability personally rewarding, not just altruistic?
Research was conducted across different demographics to understand brushing habits, buying preferences, knowledge of single-use plastics, and price sensitivity to eco-friendly products.
User Interviews: Conducted across demographics to understand brushing habits, frequency, technique confidence, and attitudes towards eco products.
Surveys: Gathered quantitative data on oral hygiene awareness, toothbrush replacement behaviour, and willingness to pay for smart alternatives.
Competitive Analysis: Analysed existing oral care apps and smart toothbrush products to identify functionality gaps and positioning opportunities.
Key Finding: Consumers needed direct personal benefits (better health, real-time feedback, guidance) to justify switching — environmental benefits alone were insufficient.
Ideation workshops generated hundreds of ideas across the team. Using empathy maps and emotion-function matrices, we focused on solving the core identified problems without deviating into unnecessary scope.
Integrate RFID technology to automatically detect brushing sessions and sync data with the app — no manual input required.
Provide real-time, step-by-step brushing guidance to ensure proper technique and the recommended 2-minute duration.
Weekly and monthly dashboards displaying brushing sessions, mouthwash use, flossing frequency, and trend data.
Automated 90-day reminders based on actual usage data — not guesswork — ensuring timely and hygienic brush head changes.
In-app content educating users on the environmental impact of disposable toothbrushes, making the eco angle personally relevant.
Streak tracking, achievement badges, and healthy habit milestones to motivate consistent use beyond the novelty phase.
Deep user research across demographics to understand brushing behaviour, environmental awareness, and technology comfort.
HMW statement formulation and synthesis of research into clear design principles and feature priorities.
Ideation workshops with empathy maps and emotion-function matrices to generate and prioritise solutions.
Wireframes mapping the RFID app coordination, followed by interactive prototypes for user testing.
Usability testing and feedback sessions with diverse user groups to validate and refine the design.
The final design centred on a clean, task-focused interface that made starting a brushing session effortless, progress visible at a glance, and reminders actionable. The RFID technology works invisibly in the background — the experience feels magical, not technical.
Guided brushing sessions were highly praised. Users found the 2-minute timer and step-by-step guidance helped them maintain proper technique for the first time.
Dashboards motivated improvement. Seeing weekly brushing statistics visualised clearly created a positive habit-reinforcement loop users wanted to continue.
90-day reminders were well-received and seen as helpful rather than intrusive — users appreciated being guided by data rather than guesswork.
Environmental education resonated. Users described the sustainability content as "eye-opening" and reported higher willingness to switch to eco-friendly brush heads after using the app.
The RFID Smart Toothbrush App successfully addresses the challenges identified by providing an intuitive, engaging platform for building better oral hygiene habits. By leveraging RFID technology invisibly in the background, the app delivers real-time tracking, guided brushing sessions, and valuable insights that feel effortless — not clinical. The positive feedback from user testing validates the design's effectiveness and its dual potential to make a meaningful impact on both oral health and environmental sustainability.
Redesigning the end-to-end electricity connection experience for Malaysia's sole utility provider — replacing a paper-and-WhatsApp workflow with a real-time digital platform featuring application tracking, a management dashboard, and a gamified field-worker motivation system.
When people build a new home, the first necessity is electricity. In Malaysia, Tenaga Nasional Berhad (TNB) is the sole utility provider — making their connection application process a critical moment in every homeowner's journey. My research revealed that this process was significantly broken across all four user groups involved.
The existing workflow relied on physical forms, manual data entry into SAP, and WhatsApp groups for field worker coordination — creating a fragmented, slow, and untrackable experience for everyone involved.
I conducted interviews with 20–25 participants spanning all stakeholder groups — new homeowners, senior management, middle management, and field engineers — to understand the full picture of where the process was failing.
The research revealed a systemic breakdown at every level of the organisation, not just at the customer-facing end.
New users found the connection process slow and opaque — no way to track application status after submitting forms at a physical TNB branch.
Senior managers had no real-time view of zone-wise connection request volumes, open/closed statuses, or SLA performance across Malaysia.
Field managers didn't know how many requests were open or closed, or where their field workers were — coordination happened ad hoc via WhatsApp groups.
Field engineers had no proper digital tools — receiving printed job lists or WhatsApp messages, with no SLA tracking, no completion tools, and no recognition for performance.
Status updates flowed backwards through WhatsApp → Field Manager → SAP entry, creating delays and data accuracy issues at every handoff.
Before proposing any solution, I mapped the full current-state process in detail. The inefficiencies compounded at every handoff point:
Homeowner visits TNB branch, fills paper application form, submits in person.
Data entry operator manually keys form data into existing SAP application — no automation.
Zone manager distributes requests to field managers via SAP. Field managers print job lists.
Field managers distribute work to field engineers via WhatsApp groups by geographic area.
Field engineers complete work, send status update via WhatsApp. Manager updates SAP manually.
A mobile app enabling homeowners to apply online and track their connection status in real time — from Application Submitted through Approval, Planning, Payment, Construction, Metering, to Welcome. Users can even book meter reader appointments directly.
A web dashboard giving senior and middle managers a real-time overview of all connection requests by zone across Malaysia — with open/in-progress/completed counts, SLA breach tracking, and the ability to assign requests to field workers directly.
A mobile app for field engineers to receive, manage, and complete meter installation jobs. Features latest-request-first sorting, search and filtering, live notifications, and the ability to reassign work items to colleagues.
A Karma Points and ranking system to motivate field workers — earn points for completing requests on time or ahead of schedule, unlock achievement badges, and compete in zone-based leaderboards. Managers can award Karma directly to top performers.
The New Application Tracker provides a clear 7-step connection status timeline — giving homeowners full visibility for the first time. The home dashboard surfaces quick access to all user roles and features.
The most innovative element of this project was introducing a gamification system for field workers — a first for TNB. Rather than relying on management pressure alone, I designed a system that made high performance intrinsically motivating.
Field workers earn Karma Points from area managers for completing requests on time or ahead of schedule. Points accumulate toward prizes and status upgrades.
A real-time ranking system across all TNB zones — calculated by field worker performance scores. Each worker can see their personal rank, last week's performance, and this week's ranking.
Gold Performer, Silver Champ, Bronze Performer badges unlock at performance thresholds — giving workers visible status symbols and progression milestones to work towards.
Managers can award Karma points directly to individual field workers — enabling peer recognition and management-led motivation in addition to automatic point accrual.
I facilitated multiple workshops with all four user groups — providing tasks for participants to complete while observing where they encountered friction. Feedback from each group was incorporated into iterative design refinements.
I applied a user-centred design approach throughout, ensuring every function was validated before finalisation. Where users struggled, I provided alternative interaction patterns and re-tested until task completion rates were consistently high.
Workshop methodology: Task-based usability testing across all four user groups — homeowners, senior management, middle management, and field workers — with direct observation and feedback sessions.
Iterative refinement: Each feedback round led to specific design changes — simplified status tracking, more intuitive assignment flows, and cleaner gamification UI.
Field visits: Conducted site visits to observe field workers in their actual working environment — critical for understanding the real constraints of mobile usage in the field.
Cross-organisational validation: The solution was validated with all levels of TNB — from C-suite sign-off on the management dashboard to field engineer sign-off on the gamification mechanics.
The TNB Utility Connection platform represents a complete digital transformation of a previously fragmented, manual process. By addressing the needs of all four user groups simultaneously — homeowners, senior management, middle management, and field workers — the solution delivers transparency and efficiency across the entire connection lifecycle. The introduction of gamification was particularly impactful, transforming field worker motivation from a management challenge into a self-sustaining performance culture. This project demonstrates how thoughtful UX design can drive systemic organisational change.