Product Service UXUI

Enterprise design is about balancing complexity and clarity. I start by mapping systems, user roles, onboarding and product workflows. I then use service design methods to identify pain points across the ecosystem. My goal is to reduce cognitive load, increase usability, and ensure scalability — always with a focus on both end-users and internal stakeholders.

I prioritize features using a mix of user impact, business value, and effort estimation, often through frameworks like RICE or MoSCoW. I collaborate with product managers and engineers to ensure feasibility and alignment with the product vision, incorporating early user input to validate needs. OKRs are used to align design efforts with C-suite priorities, such as boosting user satisfaction by x%, delivering high-priority features on schedule, or driving revenue growth by x%. This ensures strategic, user-focused, and measurable outcomes.

I view design as a strategic bridge between user needs and business outcomes. I start by identifying core user problems through research, then work closely with product and business teams to align solutions with KPIs. For example, in a recent enterprise project, I led a service design effort that improved task efficiency by 40% while aligning with the client’s revenue model.

Research is foundational. Whether it's generative research to define the problem space or evaluative testing to validate a prototype, I ensure research is embedded at every stage. I often partner with researchers but also lead research initiatives myself — from stakeholder interviews to usability testing and service blueprints.

My approach always begins with understanding the domain deeply — whether it's the regulatory complexity in healthcare, real-time data flow in IoT, or trust-building in fintech. I use a flexible, research-driven framework that adapts to each industry's constraints and opportunities. For example, in IoT and automotive, I focus on context-aware UX and physical-digital interactions. In fintech and insurance, it’s all about trust, transparency, and simplifying compliance-heavy flows.

Complexity demands clarity. such as in IoT systems, manufacturing, fintech, Digital food order, Healthcare, communication or hospitality systems. I start by mapping out the ecosystem: user roles, data layers, system touchpoints. Then I use service design tools like journey maps and service blueprints to visualize gaps and inefficiencies. For example, I led a redesign of an IoT monitoring dashboard for a manufacturing client, reducing operational friction by creating a tiered UI — real-time for frontline users, analytical for ops leads.

In regulated industries, I design within guardrails. I partner early with legal and compliance teams to understand constraints, then explore creative ways to simplify the experience without compromising standards. In a healthcare project with Alere Healthcare, I reimagined a patient intake flow using micro interactions and progressive disclosure to meet HIPAA while enhancing usability.

I modernize legacy systems by aligning user-centered design with business strategy across diverse industries. At Thermo King (IoT), I replaced legacy platform to redesigned the AI driven interface, added smart workflow, temperature scheduler, real time asset tracking for temperature-controlled transport systems—reducing cargo loss by 22% and manual servicing by 30%. At MacoFab (manufacturing), I integrated BOM and inventory management through service design, cutting planning time by 35%, boosted PCB design to delivery by 40%, and increasing revenue by 18%. In fintech, I built a PaaS platform that connected banks, credit unions and financial institutions, reducing integration time by 40%. For QSR brands, I replaced outdated 1-800 phone ordering with self-serve digital menus and flows, doubling order speed and increasing upsells by 35%. In healthcare, I led UX transformation for a next-gen diagnostic platform spanning cardiology, oncology, women’s health, pain management, and dietary tracking—boosting workflow efficiency by 30% and supporting chronic care management. In insurance, I redesigned a 15-year-old claims portal, cutting submission time by 30% and support calls by 40%.

I use service design to ensure consistency across channels by aligning internal operations with customer experiences. At Tillster, I mapped end-to-end food delivery journeys—menu, kitchen, customer, and fulfillment—creating a unified design system that improved SLA adherence, sped up onboarding, and boosted CSAT. At IHG, I redefined the guest journey—from self-check-in to digital concierge and future booking—ensuring a seamless, cross-channel experience.

I design data-heavy experiences by prioritizing actionable insights, progressive disclosure, and trust. In fintech, I led UX for a predictive risk engine with confidence scores and editable assumptions, layered by subscription tiers—boosting adoption by 28%. In IoT, I built real-time dashboards for temperature-controlled transport, surfacing critical alerts to reduce cargo loss. In manufacturing, I designed forecasting dashboards combining BOM and inventory data to cut stockouts. For QSR, I created dashboards tracking orders, kitchen flow, and delivery. In healthcare, I surfaced patient trends across diagnostics with compliant, role-based views. Across industries, I tailor data visualizations to drive clarity, trust, and impact.

Accessibility isn’t a checklist—it’s a mindset. I integrate it from the start through semantic structure, voice interface options, and device-agnostic design. In automotive UX, for example, I designed with haptics and voice-first interactions to support safe, accessible experiences. I focus on delivering clarity and readability, especially in high-stress, decision-critical moments.

I measure impact through user metrics, operational efficiency, and business KPIs. For example- at MacroFab manufacturing PaaS product, streamlining the service design process and scheduling flow I integrated with newly designed inventory forecasting—led to a 25% increase in direct conversions and a 15% reduction in manufacturing delays. I believe great design isn’t just felt; it’s measurable.

As a lead product and service UX designer, I secure stakeholder buy-in by aligning design decisions with business goals. I don’t just present what we’re designing, but why—framing choices around KPIs, customer pain points, and operational efficiencies. I leverage service blueprints, journey maps, and early prototypes to reduce ambiguity and foster alignment. On most projects, I lead co-creation workshops with users, product managers, and executives to build empathy and consensus—often securing buy-in before a single wireframe is created.

Creating a design system starts with building alignment. I define shared principles, branding, and foundational elements, audit existing UI components and frameworks. I co-develop tokens, guidelines, and component states, usage patterns in close collaboration with designers and engineers. Governance is key—I typically establish a design council or assign component owners to ensure consistency and scalability. In most of my projects, the design systems I’ve built have reduced design debt by 60% and cut new feature design-to-development handoff time by half.

I believe in design-tech synergy. I use tools like Figma, UXPin, Origami Studio, with live component libraries and work closely with developers to align on structure, states, and constraints. When possible, I create interactive mobile first multi devices prototypes with realistic data, with design stress tested, goldilocks prototypes and developer-ready annotations. In some teams, I’ve embedded with front-end devs to co-build design tokens or even contribute light Next/ReactJS frameworks, VueJS, Ionic, flutter/dart components. This reduces translation gaps and speeds up build time.

I lead by example, with a focus on collaboration, experimentation, and continuous learning. I embed design rituals—such as critiques, journey mapping, and service walkthroughs—into team cadences. I also run refinement sessions with PMs, engineers, and customer success teams to build shared understanding of user needs and position design as a strategic partner, not just a service layer.

At Trane Technologies (Thermo King connect), I introduced service design methods that uncovered unmet needs around real-time fleet temperature alerts and driver workflows. This shifted the roadmap from isolated app feature enhancements to broader, ecosystem-level experience improvements. The insights led to the creation of a service-based subscription layer, unlocking a new recurring revenue stream. At Macrofab (manufacturing), I helped expand the product strategy by introducing inventory storage directly into the manufacturing facility. This allowed customers to pre-purchase BOM components, store leftover parts on-site, and reserve inventory by container size and subscription. The solution increased manufacturing turnover, reduced BOM shipment delays, and accelerated design-to-ship timelines—while also introducing a new revenue stream through scalable inventory-as-a-service. In both cases, I leveraged product service design to align user needs with operational capabilities—transforming product direction and driving measurable business impact.

I lead by enabling and empowering. I set a clear vision, define design principles, and provide structure while giving designers the autonomy to grow. Through regular 1:1s, critiques, and cross-functional collaboration, I coach with a focus on growth, clarity, and impact. I practice servant leadership—removing roadblocks, aligning individual goals with product strategy, and leading by example in communication, stakeholder engagement, and product design craft. My goal is to foster a culture where quality, curiosity, and collaboration thrive.

AI is transforming how we think about personalization, automation, and even design tools. I see it as an opportunity to enhance overall product user experiences — not replace human insight. For example, we’ve used AI to surface smarter recommendations and reduce cognitive load in complex workflows. As a strategic designer, my role is to ensure that AI is ethical, explainable, and always in service of the user.