A reimagining of the classic service blueprint for the agentic-AI era — mapping how autonomous AI agents and human practitioners share the work across the frontstage and backstage of a service.
Where traditional blueprints separate customer actions, frontstage staff, and backstage systems, this model introduces a dedicated agent layer: orchestrating tasks, escalating to humans at moments of judgment, and learning from every loop.
The framework gives product and operations teams a shared language for deciding what to automate, what to keep human, and where the two must hand off seamlessly to protect trust and accountability.
- Customer actions mapped against agent-assisted touchpoints
- Agent layer: orchestration, automation, and escalation logic
- Human-in-the-loop checkpoints for judgment and accountability
- Backstage systems, data, and model feedback loops
- Trust, transparency, and governance markers at each step
- Reusable blueprint template for cross-team service design
Brought in by the Chief Product Officer to reshape siloed commodities platforms (Crude oil, LNG, and beyond), Vidisha led a major overhaul of the information architecture across a platform serving customers in 150+ countries.
Customers in more than 150 countries rely on S&P Global Platts for news, pricing, and analytics. Platts' benchmark price assessments underpin nearly 1,300 exchange-traded futures contracts globally.
Vidisha's analysis revealed that key user requirements could be met with refactored existing tools versus net-new applications — generating significant budget savings while accelerating delivery timelines.
- Unified platform replacing legacy siloed commodity tools
- Persona-driven personalization for Traders & Analysts
- TradingView integration for commodity charting and futures
- Sitemap & Market Insights Data Flowcharts
- UX Playbook for repeatable, quality-driven releases
- Style-guide mini-site for engineering: redlines, annotations, responsive layouts
CFlow is a vessel tracking and cargo intelligence tool within the S&P Global Platts ecosystem. Vidisha led the product analysis and contextual inquiry phase to identify critical UX friction points and define a prioritized improvement roadmap.
The work spanned consolidated navigation design, focused search UX, accessibility improvements for maritime contexts, and advanced filtering for vessel data across global shipping lanes.
- Consolidated navigation with focused Search — quick wins
- Accessibility design for at-sea usage contexts
- Scenario Prediction & Calculation interfaces
- Advanced vessel data filtering and segmentation
- Geomapping: cargo tracking in specific shipping zones
Designed a unique story-telling and experiential research installation for Bank of America using life-size digital personas. The experience allowed clients to think through product positioning by demonstrating active engagement and characterizing different customer segments.
The output created clear user journeys from a deeply human foundation — enabling more precise product and service decisions driven by empathy rather than assumption.
- Life-size digital persona installations for stakeholder engagement
- Experiential story-telling to illustrate customer segment behaviors
- Clear, actionable user journey outputs for product teams
- Research findings enabling data-driven product positioning
Facilitated executive brainstorming at EY's Wavespace Client Experience Center for the data amalgamation strategy behind S&P Global's $40 billion acquisition of IHS Markit — one of the largest data and analytics mergers in history.
Conducted design thinking workshops across global teams in London, Spain, and New York for Subject Matter Experts, Technologists, and C-Suite Executives to brainstorm the next phase of the Platts platform.
- Global multi-city workshops: London, Madrid, New York
- C-Suite + SME + Engineering cross-functional facilitation
- Design thinking methodology for product vision alignment
- Mindfulness-led Sprint retrospectives for team dynamics
- Executive brainstorming for $40B IHS Markit integration
Conceptualized and produced a video showcasing a genius bar–style environment for financial advisors — a compelling future-state visualization of the Morgan Stanley branch experience reimagined for modern client expectations.
Delivered alongside interactive prototypes to bring the vision to life for executive stakeholders, bridging the gap between conceptual strategy and tangible, testable product direction.
- Video production showcasing genius-bar branch environment concept
- Interactive prototypes for future-state branch visualization
- Compelling executive-ready stakeholder presentations
- Go-To-Market strategy for customer experience transformation
Designed a modular, flexible FinCrime technology platform to help financial institutions meet regulatory obligations and achieve better compliance outcomes while reducing operational costs.
The platform addressed the estimated $7.4B addressable market in Financial Crimes compliance spend by the top 20 global banks — providing screening, transaction monitoring, and Know Your Customer (KYC) capabilities.
- Population segmentation with distinct rule logic
- Rule builder for targeting risk and inefficiencies
- Data Tuning & Sampling: test/verify rule logic on specific populations
- Automated scheduling for fraudulent activity filtering
- Workforce Management Tool: performance metrics, due diligence, screening
- Reduces false positives & prioritizes alert disposition