<?xml version="1.0" encoding="UTF-8"?><rss xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:content="http://purl.org/rss/1.0/modules/content/" xmlns:atom="http://www.w3.org/2005/Atom" version="2.0"><channel><title><![CDATA[Poornima Kapoor]]></title><description><![CDATA[A merchandise shop by designer & illustrator Poornima Kapoor]]></description><link>https://www.poornimakapoor.in/blog</link><generator>RSS for Node</generator><lastBuildDate>Fri, 02 Oct 2026 03:04:59 GMT</lastBuildDate><atom:link href="https://www.poornimakapoor.in/blog-feed.xml" rel="self" type="application/rss+xml"/><item><title><![CDATA[Next Gen Airtel App]]></title><description><![CDATA[Redefining the Airtel app around its most engaged customers 17% of users drive 45% of app transactions · 5% uptake on Next Best Action · 45 journeys redesigned I led the experience vision, positioning, and information architecture redesign for the Next Gen Airtel App, starting with a simple question: How do we make the app meaningfully more useful for the 6.5M customers who rely on it most?  We identified these power users as a critical opportunity, rethought how the app should organise and...]]></description><link>https://www.poornimakapoor.in/post/next-gen-airtel-app</link><guid isPermaLink="false">6a96f9b2dc7f71450b48265d</guid><pubDate>Tue, 01 Sep 2026 19:17:30 GMT</pubDate><enclosure url="https://static.wixstatic.com/media/d99bce_fee49729cd7440269eee622cbe9658c7~mv2.png/v1/fit/w_1000,h_1000,al_c,q_80/file.png" length="0" type="image/png"/><dc:creator>Poornima Kapoor</dc:creator></item><item><title><![CDATA[Family Mode &#38; Travel Mode]]></title><description><![CDATA[Designing Airtel around real-life situations, not just products 72% of power-user transactions are already family-led · ~₹6 Cr/month incremental revenue from Travel Mode · ~1 lakh daily visitors to Travel Mode The Next Gen Airtel App redesign was built around a broader idea: the app should adapt to the context customers are in, rather than making them navigate Airtel product by product. Family Mode and Travel Mode were the clearest examples of that shift. One rethought Airtel around the...]]></description><link>https://www.poornimakapoor.in/post/family-mode-travel-mode</link><guid isPermaLink="false">6a96fc0bdc7f71450b482b0f</guid><pubDate>Tue, 01 Sep 2026 18:45:07 GMT</pubDate><enclosure url="https://static.wixstatic.com/media/d99bce_297054048b2743f288813bcac9028c16~mv2.png/v1/fit/w_1000,h_1000,al_c,q_80/file.png" length="0" type="image/png"/><dc:creator>Poornima Kapoor</dc:creator></item><item><title><![CDATA[B2C Select Work: Apps at Airtel]]></title><description><![CDATA[Airtel Insider An exclusive rewards and subscription programme for Airtel customers Recharge Plans Personalised recharge recommendations based on OTT benefits Recharge Reimagining the prepaid recharge journey with a cleaner, simpler interface Wynk Premium Purchase experience for a subscription service, designed across multiple entry points Wynk Rewind An annual personalised recap of users’ music listening and streaming journey Set HelloTune A contest experience where customers could win an...]]></description><link>https://www.poornimakapoor.in/post/select-work-apps-at-airtel</link><guid isPermaLink="false">6a96fdd7dc7f71450b482e90</guid><pubDate>Tue, 01 Sep 2026 17:49:38 GMT</pubDate><enclosure url="https://static.wixstatic.com/media/d99bce_4023748f92b5465bb8faef155443228b~mv2.png/v1/fit/w_1000,h_1000,al_c,q_80/file.png" length="0" type="image/png"/><dc:creator>Poornima Kapoor</dc:creator></item><item><title><![CDATA[Airtel AMA: In-app AI Agent]]></title><description><![CDATA[Interaction design and visual identity for an in-app AI Ask Me Anything (AMA) — designed solo from strategic brief to final experience, currently in pilot. The Brief This project started with a strategic brief rather than primary research. Product and strategy had a clear ambition: evolve Airtel’s chatbot into an AI agent that could do things, not just answer questions—navigate the app, resolve issues, explain information, and complete transactions through natural conversation. Underneath,...]]></description><link>https://www.poornimakapoor.in/post/airtel-ama-in-app-ai-agent</link><guid isPermaLink="false">6a96fce1796715a5cd51e8e2</guid><pubDate>Tue, 01 Sep 2026 17:20:03 GMT</pubDate><enclosure url="https://static.wixstatic.com/media/d99bce_f37bc35fe2544a72afffc23636f14894~mv2.png/v1/fit/w_1000,h_1000,al_c,q_80/file.png" length="0" type="image/png"/><dc:creator>Poornima Kapoor</dc:creator></item><item><title><![CDATA[MOP: Teaching Every Field Engineer to Repair Like the Best One]]></title><description><![CDATA[Replacing a text-based fault repair guide with short, expert-recorded videos. This was one of the priorities from the Airtel Business ecosystem roadmap. My role: Design Lead, from field research to shipped design The Challenge The business case started with a churn problem. Around 1,800 enterprise connections were at risk every year because the same faults kept coming back. About 10,000 connections generated 15,000 repeat complaints between them. The main cause was poor resolution quality....]]></description><link>https://www.poornimakapoor.in/post/mop-teaching-every-field-engineer-to-repair-like-the-best-one</link><guid isPermaLink="false">6a95ae9536df210911b9b9ea</guid><pubDate>Mon, 31 Aug 2026 18:21:51 GMT</pubDate><enclosure url="https://static.wixstatic.com/media/d99bce_a321eab20d5b4922a3d4b11e031fc4fb~mv2.png/v1/fit/w_1000,h_1000,al_c,q_80/file.png" length="0" type="image/png"/><dc:creator>Poornima Kapoor</dc:creator></item><item><title><![CDATA[Airtel Business: A Blueprint you can Experience]]></title><description><![CDATA[Mapping Airtel Business’s B2B ecosystem from Acquisition to Delivery to Assurance on a 15-feet floor print, to find where the experience was actually breaking. Initiative: End-to-end ecosystem blueprint across Acquisition, Delivery, and Assurance, used to build a one-year UX roadmap with 15 leaders across 12 functions My role: Design Lead, initiated, mapped, and facilitated the exercise independently The full print laid out The Challenge Airtel Business manages enterprise accounts across...]]></description><link>https://www.poornimakapoor.in/post/airtel-business-a-blueprint-you-can-experience</link><guid isPermaLink="false">6a9467d121ca4b8be968ab45</guid><pubDate>Sun, 30 Aug 2026 17:50:15 GMT</pubDate><enclosure url="https://static.wixstatic.com/media/d99bce_3d6099264f1a4537880969a5d9a12169~mv2.jpg/v1/fit/w_1000,h_688,al_c,q_80/file.png" length="0" type="image/png"/><dc:creator>Poornima Kapoor</dc:creator></item><item><title><![CDATA[Channel Platform: Powering the Airtel app]]></title><description><![CDATA[Redesigning the tool that runs Airtel's app — twice — as it scaled to 20 million DAUs My role: Sole designer → Design lead, across two ground-up redesigns The Challenge Channel Platform is the internal tool used by Airtel’s engineering and growth teams to build and launch screens across the Airtel app including recharge flows, category pages, homepage and most core journeys. It is backed by Airtel’s design system and now powers the entire app, serving 120 million monthly active users. The...]]></description><link>https://www.poornimakapoor.in/post/channel-platform</link><guid isPermaLink="false">6a94147b21ca4b8be9680646</guid><pubDate>Sun, 30 Aug 2026 16:33:05 GMT</pubDate><enclosure url="https://static.wixstatic.com/media/d99bce_04ce24a4dd04432d852be46552897984~mv2.png/v1/fit/w_1000,h_1000,al_c,q_80/file.png" length="0" type="image/png"/><dc:creator>Poornima Kapoor</dc:creator></item></channel></rss>