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Tell us of a problem with a digital product which bothers you.

● How would you use technology to solve the problem?

Propose more than one potential solution (max 3)
● Compare and choose the best solution for the problem
● How would you measure whether the chosen solution is
working?
● What might be the reason for this chosen solution to fail ?

[Your Full Name] - -

[Your Email] -
[Your Phone Number] -
v.nnd.2015.06
CONFIDENTIAL
 What is the Problem?
Service Providing Applications are not smart to predict the need for appliance service with
heavy reliance on customer intervention

• Booking appointment on service app comes into picture only when the Service providing Apps are missing to
appliance stops working completely i.e., on-demand provide Proactive Appliance Care instead
• Even at this point, the user is unaware of the issue with his/her of reactive care to minimize hassle and
appliance and is in dark regarding the estimated uptime of the device enhance Customer Experience
and the related costs.
• True value is created when the user intervention could be minimized by
changing the landscape from reactive service to proactive service

Customer Journey Explained

1 2 3 4 5 6 7

Home appliance User checks out Fails to fix the Books an Expert comes User gives User continues to
stops working on internet for any appliance and appointment on home & fixes the feedback use the appliance
easy quick fixes needs expert help Home & Local appliance till it breaks down
Services App again

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CONFIDENTIAL
 How does the ecosystem work now?

Service Platforms

Break in the loop where these smart appliances do

not communicate with Service Providing Platforms

Smart Home Ecosystem enabled with Wifi where the Service Providing Platforms rely on human driven
house is equipped with Smart appliances reactive care over technology driven proactive care

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CONFIDENTIAL
 What is the current customer reaction?
Consult local electricians
Contacting the nearest
electrician is go-to solution
Why is it not the best?
Unreliable diagnosis when the
appliance breaks down. Hassle
to coordinate with added
language barriers
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Authorised Service Centres
Calling authorised appliance
service centre for guidance
Why is it not the best?
Long wait time to get to the
right centre & customer care
agent. Difficult to manage
customer schedule based on
technician availability
Buy new appliances
Replace the appliance to
avoid the hassle
Why is it not the best?
Unforeseen expense due to
reactive appliance care. High
penalty for missing out on
timely service.
CONFIDENTIAL
 What is ‘The Smart’ Idea?
Use IoT – Integration of Smart Appliances into the Service Provider Apps to predict
potential repair of devices and notify users (details on exact issue, service due date, schedule
an appointment, etc.,)
Product Selection
UrbanClap Application
Reason for Selection
UrbanClap is India's largest services
marketplace. They offer home and local
services, Some of the most popular services
include repairs of appliances like ACs,
Fridges, Washing machines, etc.,
How is it helpful for UrbanClap
● Improved User Experience
● Drives more Bookings
● Increased Customer Lifetime value
through repeat customers
● Helps in scheduling of Technicians
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IoT - Smart Appliances & Apps
IoT (Internet of Things) - Wi-Fi based
Protocol:
IOT is the network of interconnected devices
which are embedded with sensors, software,
network connectivity and necessary electronics
that enable them to collect and exchange data
making them responsive.
Why IoT:
● Improved Communication b/w devices
improving life expectancy of appliances
● Helps drive proactive appliance servicing
through AI & Cognitive analysis
● Saves considerable time and money.
Why Wifi based:
● Widely used Infrastructure
● Fast Data transfer
● Handles Large scale Datasets
Other Potential Solutions
Bluetooth is a wireless technology standard
for exchanging data over short distances. It
operates on UHF radio waves. The new
variant is widely used in IoT as its low power
consumption perfectly fits in this use-case.
Cellular: IoT applications that requires
operation over longer distances can use
cellular capabilities(3G/4G). Cellular is
capable of sending high quantities of data,
especially for 4G, but the expense and also
power consumption is too high for lot of
applications
CONFIDENTIAL
 What does it take to make this work? - Technical Flow
Device level details Backend architecture Frontend flow
Different types of Sensors are connected to various
Message Dispatcher - Manages Bi-directional communication with Sensor The entire system is configurable and can be
Home appliances (Fans, Geysers, Washing machine,
networks integrated easily with Home and local services Apps
etc.,)
(UrbanClap App)

The Data is sent in real time from these Sensors to a
gateway(based on Wi-Fi network protocol)
connected to home ADSL router
Gateway passes the Sensor data to IoT Server
Data Management Unit - Interpreting Data from Sensors and storing them in
universal format in Sensor Database
Based on Analytics Engine(predictive models),
triggers are sent to the front-end devices and
Configurator Unit - Receives users from users and translates them into notifications are popped up for the users
specific commands consulting the configuration Database
Secure Access Manager - Provides access to stored Information and Sensor User can take necessary action by setting up the
configuration to only authorized users(according to User Database) Appointment at his/her convenient time

Devices + Sensors IoT Server User Interfaces

Appliances

Data Management Analytics

Message Dispatcher

Sensor DB Engine
Unit

User Interface
Gateway
!
Configurator Unit
Config DB

User DB

Secure Access Manager

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CONFIDENTIAL
 How cool is it going to look?

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CONFIDENTIAL
 What do we measure?
Metric Definition Looking forward
Devices paired to Active Users # devices linked to app per active user (active user – Average ~1.5 (now) and ~ 3 (future)
Ratio booking at least one appointment in 6 months) increase inline with the adoption of
smart devices

Alert Acknowledgment Rate # opened the app to look at the alert / # notifications Should be high. > 50% would
shown for attention indicate the trust in the alerts shown
by App

Conversion Rate (via alerts) # bookings initiated via alert / # opened the app to look at > 25%
the alert

Appointment Booking (without Direct bookings from app without alerts Decrease in proportion to the
alerts) conversion rate mentioned above

Customer Satisfaction (CSAT) Maintain repository of user feedback & use text analytics Aim to maintain 4.5 and above (out
combined with NLP techniques to learn for improvements of 5)

Revenue per Active User Revenue generated from each active user via technician 10% YoY increase with increase in
(quarterly, annual) appointment bookings # smart devices paired

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 What could go wrong?
Potential Roadblocks
High Capital Investment (partnership)
Ongoing Relationship with manufacturers
Sensors not functional
Additional Spend on Marketing to create a
buzz for smart device integration
Integration issues across applications
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Plan of action
Quality sensors will cost around INR 1000. Service apps need to a) partner with
leading smart device manufacturers to streamline integration b) early stage entry
into smart appliances will ensure first mover advantage prompting hockey stick
growth in appliance maintenance space c) reduce human capital for post service of
appliance manufacturers
Collaborate with smart device manufacturing leader a) create service contracts that
would eliminate their post purchase service spend b) conduct ongoing R&D
interaction in partnership with latest technology giants
Could be addressed by cross skilling the present service executives of appliance
manufacturers to address the sensor issues related issues
Create ad campaigns aimed to show the value created by smart device integration
with technology advances
Being the first mover, create barriers for competitors by partnering with smart
appliance manufacturers to create an ecosystem using APIs
CONFIDENTIAL
 Where do we go from here?
Make better
appliances
Leverage the data collected by
IoT sensors to rapidly innovate
better appliances with enhanced
features thus further improving
Customer Experience
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Build sophisticated
alert system
Integrating appliances to Fire safety
devices, homeowners could easily
monitor their property remotely and
alert security when needed thus
enhancing Customer Safety
Build Smart
cities
By extending the scope from smart
homes & appliances to wearables &
vehicles and end-to-end integration of
data, IoT could result in Smart cities
thus intensifying Customer Lifestyle
CONFIDENTIAL
- -
EDUCATION
Indian School of Business | PGP in Management | Intended Majors – Strategy and Marketing April 2019 – Present
• National Finalist - Top 10 in PM Live (Red Bricks Summit by IIM-A & AWS) with 3200+ participants from top Indian B-Schools;
Designed a product roadmap with use cases for each sub-sector to increase adoption of AWS products in the healthcare industry
• Pro bono Consulting Project - Swadha Foundation - Designed a Mentor-Mentee program for 150+ students & 20+ mentors;
Successfully designed a workflow to onboard mentors, enhance the quality of interactions & measure benefits of the program
BITS, Pilani | M.Sc. (Tech.) Finance | Finance Aug 2010 – July 2014
Intern - JP Morgan - Conceptualized & wireframed to help create MVP of a training tool to reduce manual errors in Quality assurance team
• Resulted in a decrease in manual errors by 25% in the maker-checker process of corporate loans team in the pilot phase

WORK EXPERIENCE | 4 YEARS & 9 MONTHS

5 years of experience across Product Management, Business & Predictive Analytics, Digital Strategy Consulting, and Client Management.
Worked in collaborative environments with multiple clients. Partnered with cross-functional teams to create a great customer experience.
247.ai, Bangalore, India | Senior Analytics Consultant – Data Sciences & Product Analytics June 2015 – March 2019
Product Development & Management
Chatbots - Fore fronted & Launched company’s first Chatbot aimed to create a human-like conversational experience, saving $1M annually
• Led cross-functional teams to prioritize & create a product roadmap for 100+ customer query categories using API Integration
• Reduced the average handle time from 12 mins to 8 mins for each resolved contact, resulting in a 10% increase in CSAT
• Implemented NLP based routing feature to route chats, achieving 85% accuracy; up by 25% compared to digital journey-based routing
Contextual Targeting - Collaborated with Design team to conceptualize, design & deploy contextual invites & greetings for website visitors
• Conducted an A/B testing on contextual invite, driving 15% incremental acceptance rate for a Utilities client
• Contextual greeting in chatbots based on visitor journey & user profile resulted in an increase in engagement rate by 20%
Agent Scheduling Tool - Built a reusable & scalable scheduling tool for optimizing the staffing pattern based on website traffic forecasting
• Conducted user research of team leads across 25 teams and added features such as integrating the leave schedule & holiday calendar
• Fostered adoption of tool for 5 clients, leading to an avg reduction of ~140 manhours (monthly) for manual adjustments in their BPO
Analytics
Led a team of ~12 in a cross-functional project to build a predictive model to nudge visitors on the web platform of an Entertainment client
• Created a model to understand the visitor behavior and calculate propensity to purchase, given chat scores on client website
• Targeted the visitors with chat by rank ordering the visitors on clients’ website, resulting in 30% increase in online conversion rates
Transformed the online sales strategy for a UK Utilities giant via chat product, increasing their sales revenue by $500K/year
• Developed statistical models to identify customers with high propensity to purchase, driving 13% incremental subscription sales
• Boosted revenues on the cart page by $25K/month by identifying potential cart abandoners and offering them tactical discounts
Created a campaign manager for a leading Indian telco company to deploy & compare different targeting models based on user behavior
• Analyzed ~2 million visitor journeys, 60+ variables and used decision tree model to segment the visitors with 85% accuracy
• Recommended segment-wise postpaid/prepaid plans to cross-sell using market basket analysis to increase sales by $100K/month
Process Optimization
Chatbot Performance Scorecard - Architected an end-to-end event triggering & data logging system to track user behavior on chatbots
• Spearheaded the implementation of changing unstructured conversational data into actional funnel reports using scalable Scala code
Analytics playbook - Designed and implemented process playbook to onboard chatbot projects for entire data sciences & analytics team
• Conducted workshop that had a footfall of 150+ people for metric benchmarking & funnel optimization of chatbot projects
Awards and Recognitions
• Awarded with Proof of Delivery award (1/40) in 2018 for playing a crucial role in implementing company's first-ever chat-bot
• Recognized with ‘Above and Beyond’ award handpicked by UK utilities client for successful deployment of predictive chat platform

JP Morgan, Bangalore, India | Management Trainee July 2014 – May 2015

Platform Solutions
Risk assessment platform - Managed the project aimed to revamp the legacy systems in Corporate Loans & Investments Team
• Integrated four platforms into a consolidated one-stop risk assessment tool thereby increasing the efficiency of the team by 20%
• Acted as a liaison to create a project roadmap involving stakeholders from Legal, Technology, Operations teams across the globe
Operational Efficiency Tools
Business Intelligence tools - Built using Excel-based automated tool (VBA) aimed to forecast and assign work to a 40-member team
• Successfully adopted by the team which reduced the manual effort of team leaders by 12% every day
Awards and Recognitions
• Youngest and the only Management Trainee to be selected as Subject Matter Expert for Platform Solutions

EXTRA-CURRICULAR ACTIVITIES
• Lead, Operations - Shadow A CEO - Raised ₹1.2M for charity; Onboarded 60 CEOs from top companies, +80% over the previous year
• Fitness Volunteer: Strong believer in overall wellness, trained in & volunteered for Hatha Yoga programs by Isha Foundation