Situation
At o9 Solutions, I led experience strategy and UX governance across four
enterprise-scale planning platforms: Demand, Supply,
Retail, and RGM, used by global customers operating in
high-stakes decision environments.
Each platform had evolved independently, resulting in fragmented
experiences, inconsistent interaction models, duplicated effort, and
increased cognitive load for users. This fragmentation slowed delivery,
reduced adoption, and introduced operational risk for both customers and
the business.
Task / Accountability
My mandate was to define and operationalise a unified experience strategy
across the portfolio—aligning customer workflows, system logic, and delivery
governance—while enabling product and engineering teams to move faster
without compromising usability, accessibility, or trust.
Strategy & Leadership Actions
- Established an evidence-led experience direction by leading in-depth customer research across APAC, EMEA, and the US to understand regional workflows, decision risks, and unmet needs.
- Partnered with senior product, engineering, and commercial leaders to align on long-term experience outcomes, shifting conversations from feature delivery to customer confidence and operational clarity.
- Defined a portfolio-level experience blueprint that aligned user journeys, workflow logic, and data presentation across platforms, creating consistency without limiting local innovation.
- Introduced experience governance at scale through shared design principles, journey standards, and decision frameworks rather than prescriptive controls.
- Worked closely with engineering leadership to ensure experience decisions translated cleanly into buildable system behaviour, reducing ambiguity, rework, and delivery risk.
- Collaborated with the R&D UX Platform team to translate experience principles into a scalable, accessible design system with reusable components and standardised interaction patterns.
- Invested in capability building and sustainability by mentoring designers, running regular design reviews, and authoring a UX playbook covering vision, principles, KPIs, and governance.
Impact & Outcomes
Within six months, the portfolio demonstrated measurable improvements:
- 30% faster design and delivery cycles through reusable patterns and clearer decision frameworks.
- 25% increase in feature adoption as workflows became more predictable, intuitive, and consistent across platforms.
- Improved usability and task success rates, indicating reduced cognitive load and user error in critical workflows.
- Standardised action models improved discoverability and confidence in key decision-making moments.
- Most importantly, teams moved from siloed execution to shared accountability for experience quality, establishing a scalable foundation for long-term growth and governance.