dima Makeev
UX/CX Researcher
Service designer
Service designer
Researching and building new scenarios of interaction between human and machine, combining UX research, UI design and analytics.
About
I'm an experienced researcher and service designer. I've worked in product and service design for almost 14 years — of which four have been specifically voice tech.
My journey started with working as a freelance web designer and art director. After getting my diploma in Product design, I have been working as a service designer and product design lecturer at the British Higher School of Art and Design and Raffles Design Institute.
I started to work for fintech when I was offered the position of Design Thinking Lead at Sberbank in 2016. I led UX research and facilitated CustDev projects in the Customer Care and Government Services division, and managed the creation of Super services - a public government digital platform. I moved into Conversation Design in 2019, leading UX research in Bots department of Sberbank / Moscow. Our team was responsible for several voice channels of SberBank - from IVR to Salute Virtual Assistants Family, and designed Q&A and banking service scenarios for SberBank Mobile App and Smart Devices.
I've more recently been exploring my own project, Botiscaf - the research platform that implements the power of voice virtual assistants into UX research practices. I'm excited to be part of the new wave of voice and conversational AI, and passionate about the future of voice tech and its ever-growing adoption into our daily lives.
My journey started with working as a freelance web designer and art director. After getting my diploma in Product design, I have been working as a service designer and product design lecturer at the British Higher School of Art and Design and Raffles Design Institute.
I started to work for fintech when I was offered the position of Design Thinking Lead at Sberbank in 2016. I led UX research and facilitated CustDev projects in the Customer Care and Government Services division, and managed the creation of Super services - a public government digital platform. I moved into Conversation Design in 2019, leading UX research in Bots department of Sberbank / Moscow. Our team was responsible for several voice channels of SberBank - from IVR to Salute Virtual Assistants Family, and designed Q&A and banking service scenarios for SberBank Mobile App and Smart Devices.
I've more recently been exploring my own project, Botiscaf - the research platform that implements the power of voice virtual assistants into UX research practices. I'm excited to be part of the new wave of voice and conversational AI, and passionate about the future of voice tech and its ever-growing adoption into our daily lives.
Research tool set
— In depth interview
— Focus groups
— Ethnographic research
— Service safari
— Users' diary
— Personas
— Trend spotting
— Questionaries
— Focus groups
— Ethnographic research
— Service safari
— Users' diary
— Personas
— Trend spotting
— Questionaries
Design Thinking
— Facilitation
— Strategic planning
— Methodology design
— User Experience mapping: CJM, Service Blueprints
— Storytelling
— Systematic creativity and engineering heuristics
— Strategic planning
— Methodology design
— User Experience mapping: CJM, Service Blueprints
— Storytelling
— Systematic creativity and engineering heuristics
Customer Development
— Hypothesis generation and validation in HADI and ICE methods
— Organizing and conducting of field research sessions
— Value Proposition и Business modeling
— Exploration and solution interviews
— Organizing and conducting of field research sessions
— Value Proposition и Business modeling
— Exploration and solution interviews
Prototyping
— Use cases
— Wireframing
— Paper mockups
— Interactive prototyping in Figma
— Wireframing
— Paper mockups
— Interactive prototyping in Figma
UI Design
— Typography and color theory
— Ergonomics and cognitive patterns
— Figma
— Motion design in Principle
— Design systems
— Ergonomics and cognitive patterns
— Figma
— Motion design in Principle
— Design systems
Testing and Analitics
— Guided testing
— The Wizard of Oz (for voice interfaces)
— A/B testing
— Google Analytics
— Product metrics
— Data visualization and Visual analytics
— The Wizard of Oz (for voice interfaces)
— A/B testing
— Google Analytics
— Product metrics
— Data visualization and Visual analytics
Special VUI Design skills
— Google Conversational Design methodology
— Flowcharting and hand-overs
— Text mining
— Sentimental analysis
— VUI prototyping: Just AI, Sber Smart Market
— UX copywriting
— AI Training / Junior
— Flowcharting and hand-overs
— Text mining
— Sentimental analysis
— VUI prototyping: Just AI, Sber Smart Market
— UX copywriting
— AI Training / Junior
Some of my projects
"A good designer studies methods, the best designer studies reality." In my projects, I pay special attention to understanding business needs and product requirements, to drive the team to direct dialogue with the client and transforming research data into user-focused and intuitive products, interfaces, platforms and devices.
VUI Design | Sber
How we implemented Conversation Design approach to develop Q&A scenarios for Sber Salute Voice Assistant
Data Visualization | Sber
How users of virtual assistant switching to different channels in different situations
Applied Linguistics | Sber
How we researched gender differences of lexicon and manner of speech in order to make our dialogues more natural
Recomendations
UX Researcher / Service Designer
UX Lead
Service designer
UX Lead
Interactive Design Teacher
Product Design Teacher
Creative Producer
Art Director
Graphics Designer
1988-1994
MATI - Russian State Technological University named after K.E. Tsiolkovsky
MATI - Russian State Technological University named after K.E. Tsiolkovsky
Master of Engineering
2007-2010
University of Hertfordshire
University of Hertfordshire
Product Designer
Always happy to have interesting projects and collaborations!
Dima Makeev
UX/CX Researcher
Phone: +7 977 853 46 45
E-mail: dimakeev@gmail.com
Moscow / Russia
E-mail: dimakeev@gmail.com
Moscow / Russia
