Complex products, made to feel effortless.
I'm Dilan — a product designer with 15+ years leading customer-first, service-design-driven work across fintech, healthtech, mobility and AI. I take ambiguous, high-stakes problems from research to shipped products that move the numbers.
A track record built across consumer and enterprise products — and across the teams behind them.
Four problems, end‑to‑end.
Notes on design, in practice.
Service design for customer support to radically increase customer satisfaction & team productivity
Turning support from a cost center into a velocity engine — triage, channel SLAs, feedback loops, and the metrics that tie it back to product speed.
Moving UX maturity from Stage 1 to Stage 5 — and what Stage 6 looks like from here
A practitioner's account of climbing the NN/g maturity ladder, the wins that unlocked each stage, and what a truly user-driven organization demands next.
Why data-driven UX saves startups
When resources are tight, evidence beats opinion. How a data-driven design practice de-risks early product bets and compounds into faster, surer decisions.