Rushabh Bhatt
Master's in Human-Computer Interaction/User Experience, Drexel University · Philadelphia, PA
From an electronics diploma to human-computer interaction research, one role at a time.
It started with an obsession, not with design, but with circuits. I wanted to take apart every device I touched and understand what was humming inside. The diploma wasn't a career plan; it was me chasing curiosity down a rabbit hole. What I found at the bottom surprised me: the hardware was fascinating, but the thing that truly floored me was the invisible layer where humans and machines actually meet.
Knowing how it worked wasn't enough. I needed to know it completely.
So I went all in. Four more years, deeper into signal processing, embedded systems, the architecture underneath the screen. I got good at it. But somewhere in year three, a quiet question started following me around: why is this so hard for people to use? I'd cracked the technical side. What I hadn't cracked yet was the human side. And I couldn't stop thinking about it.
That question had a name. I just didn't know it yet.
At Freshworks I designed customer-support and IT-service experiences across Freshdesk and Freshservice, translating complex enterprise workflows into clearer navigation, forms, dashboards, and task flows. I reworked ticket-resolution journeys across four key task stages, created user flows, wireframes, and interactive Figma prototypes for 15+ workflow scenarios, and built a reusable component library with 40+ interface components.
Enterprise workflows taught me clarity. Next I wanted to apply it to travelers.
At Airbnb I reworked stay-search across six core journey elements (destination, dates, guests, filters, listings, and maps) and restructured booking journeys around pricing, availability, cancellation policies, guest information, and confirmation. I ran usability evaluations that turned recurring friction into prioritized improvements, and developed 25+ reusable web and mobile components for search, listing, and booking interfaces.
Then I went back to school to sharpen the research behind the design.
Drexel did something no job had managed: it showed me how much I didn't know, and I mean that as a compliment. In the first semester alone, I encountered more research frameworks than I'd seen in years of working. The Nielsen Norman Group went from a name I vaguely recognized to a foundation I built my thinking on. I learned to run usability studies that actually held up, to think about cognition before pixels, to argue for design decisions with evidence instead of instinct. It reordered everything.
Armed with a new way of thinking, it was time to put it to work at scale.
At Amazon I shape AI-assisted shopping experiences across product discovery, comparison, recommendations, and conversational interactions, turning complex AI outputs into clear interfaces that help customers decide. That includes conversational UX for AI-generated product answers across 6+ interaction states, and 20+ reusable shopping components and interaction patterns.
Still learning. Still building.