Case Studies

Work

Outcome-led product stories across B2B delivery, internal SaaS adoption, and support-informed discovery.

Proof of Work

Product work grounded in delivery, internal tools, and real user pain.

These case studies show how I usually work: understand the friction, decide what matters most, and measure whether the change actually helped.

Live product story Armada Delivery Solutions · 03/2024 - Present

Armada Delivery Solutions

As Product Owner for a B2B delivery platform, I focused on release quality, adoption, and reducing friction in day-to-day operations.

+25% Operational efficiency improved

Role scopeOwned product direction for a delivery platform used by merchants and delivery companies.

ChallengeThe product was growing, but release quality and feedback loops were not keeping up. Small workflow issues could quickly turn into customer frustration, support pressure, and operational delays.

Cut production issues by 35% by improving validation and follow-up around releases.
Improved customer satisfaction by 20% by focusing on the problems causing the most operational friction.
Increased product adoption by 15% with better instrumentation, clearer decisions, and stronger follow-through after launch.
Improved operational efficiency by 25% by smoothing out key delivery workflows.

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Case study in progress SoftyLines · 09/2022 - 02/2024

SoftyLines Internal SaaS

I managed internal SaaS products with a focus on adoption, KPI visibility, and making delivery more predictable for the teams using them.

+15% Feature adoption increased

Role scopeOwned internal SaaS products from discovery and requirements definition through delivery and iteration.

ChallengeThe tools were useful, but adoption was inconsistent. Teams needed clearer priorities, better onboarding, and more context around releases to use the products with confidence.

Increased feature adoption by 15% through clearer onboarding and stronger product discipline.
Improved stakeholder visibility into priorities, progress, and success metrics.
Created a steadier delivery rhythm across internal software workflows.

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Foundational product lens TakiAcademy · 2018 - 2022

Support Feedback Into Product Insight

This is where my PM approach started: turning repeated support issues into clearer product signals and better problem framing.

5 yrs Foundation across development, support, and IT

Role scopeWorked across customer support and internal operations, handling high-volume user issues and recurring service friction.

ChallengeMany of the most important product problems did not arrive as clear product requests. They showed up as repeated confusion, trust gaps, technical issues, and support escalations.

Built the habit of grounding product decisions in repeated user pain rather than loud one-off requests.
Improved customer experience by identifying recurring issues and working with internal teams to resolve them.
Formed the support-informed discovery mindset that still shapes how I frame product problems today.

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