Product Design Lead, reducing risk and adoption failure in complex enterprise B2B products.
Helping engineering-led enterprise businesses improve decision-making, system clarity, and usability in mission-critical products.
My Experience
Strategic UX leadership
Operating at the intersection of UX, product strategy, and business performance, delivering initiatives that have influenced decision-making across multi-million-euro product lines.
Complex, enterprise-grade products
Specialising in hardware/software systems with technical, regulatory, and security constraints, where adoption failure could impact operational efficiency.
Cross-functional alignment
Collaborating with Product, Engineering, Legal, Compliance, and Commercial teams to prioritise investment and shape roadmaps.
Commercially accountable outcomes
Translating user insight into measurable results with reduced support dependency, clearer onboarding, and stronger product adoption.
- My work has improved system adoption rates by 40% and optimised previously underused features.
- Furthermore, I have reduced support ticket strain by up to 10-15% on enterprise-level software.
Decision and trust layer
Most effective where UX must earn its seat at the table by helping organisations make better decisions in complex systems.
My Work
Led research on a complex learning management system, uncovering systemic usability barriers and informing high-impact improvements
Context & Challenge
- Legacy academic system with high user frustration
- Executive pressure to deliver rapid improvement
UX Decision
- Secured and led a 3-month research initiative across staff and students
- Prioritised the most critical usability barriers
Key Risk
- Widespread issues during the COVID-19 remote transition
- Needed to improve staff efficiency and student support under pressure
Outcome
- 40% increase in student system usage campus-wide
- Improved adoption of key features and removal of low-value functionality
Redesigned user feedback capture for a high-security offline industrial product, reducing repeated support tickets by 15%.
Context & Challenge
- Complex B2B environment with regulatory constraints
- Low UX maturity and high organisational risk
UX Decision
- Reframed the problem: Analysed support tickets using constrained research methods to prioritise usability issues and reduce operational risk
Risk
- Following the original brief would have shipped unnecessary complexity, increased support load, and undermined adoption and UX credibility
Outcome
- 15% reduction in repeat support tickets on a high-security offline system
- Secured long-term funding to extend the approach to other initiatives
My Approach
I combine strategic thinking with hands-on design: Identifying user and stakeholder needs, mapping workflows and data dependencies, prototyping solutions, and validating with real users or subject matter experts. My focus is on clarity, efficiency and usability in systems that often hide their complexity behind the scenes.
EMPATHIZE
Understand users through research, interviews, and field observations.
DEFINE
Translate insights into clear problem statements and UX priorities.
IDEATE
Collaborate with cross-functional teams to explore scalable, sensor-integrated solutions.
PROTOTYPE
Create wireframes, dashboards, or scenario simulations for testing.
VALIDATION
Test with real users, refining interfaces to reduce cognitive load and improve decision-making.
IMPLEMENT & MONITOR
Support deployment, track adoption, and optimise UX as systems evolve.
Let's Connect
My work has been recognised for enabling the adoption of complex, data-driven systems in industries where usability and clarity are mission-critical.
If you’re looking for a UX partner who combines technical insight with a deep understanding of complex workflows and human-system interaction, I’d be glad to connect and explore how I can help bring clarity to your next project.
Reach me at jonathan@structuredflow.io or connect with me on LinkedIn.
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