Bringing three ageing industrial platforms into a single experience.

I won the long mission with a short one. In a month, before any research, I evaluated the existing Ewon Cloud screen by screen with Nielsen's heuristics — in an organisation of engineers, with no UX function and no design system.

Nine work areas, from SEO to alerts. One example: a single page showed M2Web in the tab, Talk2M in the header and Ewon in the footer. Each screen is annotated « as is », then redesigned « could be ». It is this short, concrete demonstration that unlocked the full reunification mission.

The heuristic evaluation had convinced the leadership. The PMO then asked me how to proceed in practice. This document is the answer I gave them: the method for introducing service design, concept design and UX/UI into an engineering organisation that worked in Agile SAFe, with no design function.

It starts with the principle: moving from a business logic to a design-thinking logic. Then come the double diamond and the three pillars, relevance, simplicity and consistency. The final part connects each discipline to the Agile phases, the teams and the deliverables. This is the framework we followed to launch the full track.

This track followed a four-stage roadmap: research (user interviews and competitor benchmarking), analysis (extracting the insights, comparing the AS-IS and target journeys, measuring the gaps), prototyping (design sprints and user tests), and then the concept, set out in the Concept Report. This is the thread running through the steps that follow.

I interviewed six internal experts, from the CEO to operations, and eight machine builders across five time zones, all Ewon-equipped.

No client I interviewed voiced the need directly, but all described the symptoms. I synthesised them into concrete needs, segmented by persona, before bringing them to the workshop wall.

Before mapping the customer journey, I laid out the three existing tools. They all came from an organisation of engineers, with no design function and no user research, which made them far from intuitive. None of them took a cloud approach: configuration happened on the hardware itself and access ran through software you had to install, while the competitor Ixon, which arrived later with a cloud-native approach, was pulling ahead on usability.

I built the customer journey with every team involved, across six workshops held both in person and remotely during covid: Gather.town served as the virtual office and Miro as the shared wall. The sessions covered the whole journey, from awareness to loyalty, from the overall path down to the detail of each step. Every friction point was pinned down by the person who experienced it, from the field technician to the plant manager.

Ten pain points emerged, the most significant being three separate logins, tunnels dropping without warning and no overview of the fleet.

The value proposition brought eCatcher, M2Web and Talk2M behind a single entry, with onboarding tailored to each type of use.

It came out of the co-creation workshops, at the table where each department recognised its customer.

I refined it daily with the functional analysts and the product team, who anchored every choice in feasibility, and with the after-sales service, who heard from clients every day. The clients themselves validated each iteration during the tests.

The personas determined the entry points, the level of information and the onboarding journeys. In practice, the manager sets up the account and then invites each person, specifying their function: the network engineer who configures access, the operating engineers who set the KPIs and alerts. Each person then starts in a path built around their own job, with only the functions that are useful to their role, without being swamped by features they do not need. Freed from the noise of the other roles, they concentrate more easily on their tasks. Access to a complex ecosystem becomes more pleasant and more relevant as a result.

I built the complete SaaS in Figma, backed by a design system: the distinct onboarding per persona, administration, monitoring and billing, down to the instant demo account. Tested with international clients and scored flow by flow, the prototypes made the trade-offs defensible.

I had the home page start with a short context-setting video, followed by direct access to a guided demonstration that walks through the whole solution in five minutes. The tour advances step by step, in a logical order, and a chat window stays open to answer each question the moment it arises. Entry runs through the lightest possible sign-up, which removes friction while collecting the opt-in that marketing can use.

The sponsor took the Concept Report, prioritised through story mapping and accompanied by the production-ready design system, to the management board. He secured the funding for the move into production and was then promoted.