Mikael P.

In the team developing an ERP solution for small businesses: Led user research initiatives including A/B testing, usability tests, in-depth interviews (CJM, JTBD), and surveys. This made it possible to test hypotheses, adjust the product development strategy and improve usability (SUS - from 60 to 82 in the main use cases). Conducted secondary research, implementing and analyzing internal analytics and statistical data, performing competitor analysis, and analyzing user support requests and reviews using machine learning methods. This allowed us to identify hidden needs, prioritize the backlog, and reduce the number of support calls from 60% to 15% (depending on the area). Designed the UX of the ERP system's new features, ensuring alignment with user workflows and business objectives, optimizing user performance. Collaborated with developers, overseeing design solutions and preparing product documentation and training videos. Managed the product lifecycle from requirements gathering and task prioritization to post-launch support in teams of 4-20 people.