UX RESEARCH SERVICE DESIGN B2B SAAS
I RESEARCH
COMPLEX SYSTEMS
& DESIGN SERVICES.
Feature output is faster than ever, but building without a map just accelerates chaos.
I map complex ecosystems and run high-stakes discovery before teams jump into execution. By aligning deep user evidence with systemic service architecture, I make invisible processes visible—de-risking roadmaps and bringing clarity to complex environments before a single sprint cycle is wasted.
From insightful research to delightful experiences.
I bridge two lenses: the deep human insight of a UX Researcher and the systemic architecture of a Service Designer
My process runs from ambiguous brief to embedded change, with each stage feeding the next.
Discover & Uncover
Uncovering root causes and "unknown unknowns" through mixed-method research.
Output: Problem Statements & Opportunity Backlogs
Design & Strategize
Reframing complex problems through hypothesis-driven design into testable wireframes and experiments.
Output: Wireframes, Prototypes & Flow Maps
Systematize & Scale
Orchestrating end-to-end service blueprints, connecting human touchpoints with backend/AI workflows
Output: Service Blueprints & Strategic Roadmaps
FEATURED CASE STUDIES.
/ EXPLORE BY DISCIPLINE.
Internal Experience, Private, Service Design
Operational Resilience Blueprinting
Type: Independent Enterprise Design Simulation
Focus: Addressed high-complexity operational risk by modeling IoT infrastructure failures within an eMobility Fleet Hub.
Approach: desk research workshop service blueprint pressure test
Outcome: Developed a repeatable framework for operational command hubs to pressure-test critical infrastructure and make risk-based decisions during crises.
Dell, Service Design, UX Research
Major Incident Management
Role: Service Designer
Overview: Focused on reducing high cognitive load and Mean Time to Resolve (MTTR) caused by a fragmented "swivel-chair" workflow where incident commanders manually communicated across disconnected platforms during major system incidents.
Approach: value stream mappingstealth pilot
Outcome: Mapped the core incident logic into a Service Blueprint and automation framework, laying the foundational business case for Dell's GenAI Copilot rollout.
Dell, E2E, UX Research
AI-Sales-Room-Discovery
Role: Vision & Research Lead
Overview:Siloed deal intelligence in a disjointed environments stalled sales continuity, bloated deal cycles, and required heavy manual workarounds.
Approach: global seller discoverymulti-role journey mappingmarket benchmarkingconcept validation
Outcome: Designed an AI-powered sales ecosystem concept that synthesizes deal progress over multi-year cycles, establishing a validated roadmap for enterprise deal intelligence.
Internal Experience, Private, Service Design
Operational Resilience Blueprinting
Type: Independent Enterprise Design Simulation
Focus: Addressed high-complexity operational risk by modeling IoT infrastructure failures within an eMobility Fleet Hub.
Approach: desk research workshop service blueprint pressure test
Outcome: Developed a repeatable framework for operational command hubs to pressure-test critical infrastructure and make risk-based decisions during crises.
Dell, Service Design, UX Research
Major Incident Management
Role: Service Designer
Overview: Focused on reducing high cognitive load and Mean Time to Resolve (MTTR) caused by a fragmented "swivel-chair" workflow where incident commanders manually communicated across disconnected platforms during major system incidents.
Approach: value stream mappingstealth pilot
Outcome: Mapped the core incident logic into a Service Blueprint and automation framework, laying the foundational business case for Dell's GenAI Copilot rollout.
Dell, E2E, UX Research
AI-Sales-Room-Discovery
Role: Vision & Research Lead
Overview:Siloed deal intelligence in a disjointed environments stalled sales continuity, bloated deal cycles, and required heavy manual workarounds.
Approach: global seller discoverymulti-role journey mappingmarket benchmarkingconcept validation
Outcome: Designed an AI-powered sales ecosystem concept that synthesizes deal progress over multi-year cycles, establishing a validated roadmap for enterprise deal intelligence.
Two disciplines.
One through-line.
Research without design is a report. Service design without research is guesswork.
Both disciplines are strongest when they're continuous — not handed off. Staying involved end-to-end ensures that every insight stays connected to real design decisions—keeping high-stakes projects on track from ambiguous briefs to execution.
As a UX Research
I run mixed-methods studies—integrating primary interviews, observations, longitudinal tracking, and concept validation. Using AI workflows to accelerate transcript synthesis and secondary research, I apply domain expertise to filter out hallucinations and deliver zero-fluff, decision-ready frameworks.
As a Service Designer
I translate deep research into structured service architectures—mapping multi-team touchpoints, value streams, and handoff logic. Leveraging AI to rapidly stress-test edge cases and simulate service failures, I turn ambiguous organizational complexity into clear, actionable roadmaps that de-risk development.
Work Together.
FULL-TIME
Europe · Remote / Hybrid — Open to strategic roles
contract
Worldwide · All timezones — Sprints & project briefs
SEE PACKAGES.
Fixed-scope packages for UX Research and Service Design. Transparent pricing, clear deliverables, no ambiguity.
Send a brief.
Fill in the intake form with your context, engagement type, and target timeline. I reply within one business day.
Drop an email.
Prefer a direct line? Reach out with whatever you have — a half-formed idea or a fully scoped brief both work.
- NDA available before briefing
- First scoping call free
- Full case study PDFs on request