Schindler Group / B2B platforms, insights & systems

Customer portals, UX and analytics at Schindler.

Customer portal, UX, insight and governance work across two lead roles at Schindler Group.

My roleTwo lead roles, detailed below

PeriodAugust 2020 – December 2024

ScopeAlmost 140 markets · B2B

01 / The context

Complex B2B journeys. Distributed teams. Global scale.

Customer portals, configurators, digital sales and service workflows needed to work across almost 140 markets. The work connected local customer needs with shared UX foundations, product evidence and regional priorities.

August 2020 – May 2023

Lead, Customer Portals and UX

B2B portal journeys, customer research, self-service, UX guidelines and reusable design-system foundations.

May 2023 – December 2024

Lead of Communications, Branding and Marketing Data Insights and UX

Customer and product insight, digital analytics, shared KPIs and decision support for distributed stakeholders.

02 / My contribution

Research, UX systems and analytics.

Across these two roles, I translated customer evidence into priorities and established structures that helped Product, UX, Engineering, Marketing and regional teams work from shared foundations.

WorkstreamEvidence / focusDecision / contribution

Customer platformsCustomer needs and workflow friction across portals and self-service.Connect research findings to journey priorities with Product, Engineering and regional teams.

Reusable foundationsRepeated patterns and inconsistent design / delivery practices.Establish UX guidelines, quality gates, Figma governance and a dual-brand design system.

Analytics & insightBehavioural data, customer research, market signals and regional feedback.Build shared KPI frameworks and reporting that support platform decisions.

03 / Selected design evidence

Component patterns for two brands.

These conceptual reconstructions illustrate component language and interaction structure. They help explain the design-system contribution without exposing proprietary product screens.

Conceptual enterprise component states: fields, selection controls, progress patterns and tables — **Component language.** Consistent fields, states and structured comparison give teams reusable building blocks. Select the image to inspect the full-size reconstruction.

Conceptual action hierarchy with default, hover, pressed and disabled button states — **Action hierarchy and states.** Common patterns help reduce reinvention while supporting coherent interactions. Conceptual examples, not internal production assets.

01Understand

Customer research and workflow needs.

02Structure

Shared patterns and UX guidelines.

03Enable

Governance, quality gates and collaboration.

04Measure

Usage, support demand and product signals.

04 / Reported outcomes

Better usage, clearer signals, less repeated work.

~300%Increase in recurrent usageCustomer portals and UX work

~50%Fewer repeat support callsCustomer portals and UX work

~50%Less design / engineering iterationDesign-system and governance contribution

~50%Increase in targeted platform adoptionInsights role

~500%Increase in digital engagementInsights role

~140Markets in portal scopeGlobal B2B context

These results relate to different initiatives across the two roles. Approximate figures are shown with their scope; confidential dashboards and customer data remain outside this overview.

What I bring to another team.

Experience connecting customer platforms, analytics and UX systems across functions and markets. I can contribute hands-on to discovery and design, or help teams establish the shared practices that make better delivery repeatable.

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