To reduce guesswork in decision-making, I initiated a structured Voice of Customer practice.

This brought together: 

• Feedback from sales and pre-sales conversations

• Learning from deployment and project teams

• UX reviews of live customer systems

A key focus was encouraging teams to share friction and failure, not just successes. Over time, this practice:

• Created a shared understanding of real customer needs

• Informed roadmap prioritization

• Helped leadership evaluate trade-offs more confidently

Customer insights became an input to strategy.

With stronger customer grounding, I worked closely with product leadership to clarify the direction of the Smart City Suite. 

This involved:

• Synthesizing customer insights, usability studies, secondary research, and UX evaluations

• Participating in demos and early customer discussions to validate assumptions

• Helping define what the suite should prioritize

The outcome was a clearer product roadmap, aligned around platform evolution

I also helped drive the addition of a new module focused on critical city services.

This module:

• Addressed gaps in the existing product proposition

• Strengthened the suite’s relevance for city operations

• Integrated cleanly with the broader platform rather than functioning as a standalone add-on

This work helped expand the suite’s capabilities while reinforcing its value as unified platform

• I lead an exploratory initiative to assess how emerging capabilities, such as digital twin and drone integration, could extend the suite’s value for city operations.

• Focus was on:

• Understanding feasibility

• Operational relevance

• Explore how the capability could integrate with the existing offering

Alongside product work, I focused on improving how UX operated within the scope of this product and related teams.

This included:

• Establishing clearer ways of briefing and scoping UX work

• Improving expectation-setting with stakeholders

• Introducing cross-functional feedback-sharing rituals

• Managing and mentoring designers to focus on outcome and impact

• Establishing design principles and approach for the product