Case Study
Product Management
Product succeeds when it is grounded in real customer behaviour, not assumptions. My discovery work spans higher education, digital platforms, and multi‑stakeholder environments — always focused on validating need, reducing risk, and shaping product direction with evidence.
Customer‑centred discovery
I design and run discovery programmes that surface real user needs, test hypotheses early, and build confidence in product direction. This includes structured interviews, alpha and beta testing, feedback loops, and cross‑regional engagement.
Evidence‑based product direction
Product decisions carry risk. I reduce that risk by validating assumptions with real users, synthesising insights across institutions, and translating findings into actionable product direction and roadmap clarity.
API‑driven capability expansion
Many of my product engagements involve integrating external systems — library discovery tools, acquisition platforms, or content providers — to unlock workflows customers actually need. I work across engineering, vendors, and customer teams to deliver integrations that reduce friction and expand capability.
Case Studies
These examples illustrate how discovery, customer engagement, and API‑driven development shaped product direction and improved customer outcomes.
Reading List Discovery & Purchase Acquisition
Higher Education SaaS Platform — UK
Challenge: A library software platform with 100+ university customers needed smoother workflows — customers were moving between multiple systems to complete purchase acquisitions.
What I did: Coordinated with Customer Success to identify trusted librarians, ran alpha testing, structured feedback loops, and collaborated with vendors (WorldCat, GOBI, OASIS, Ebook Central, Browns Books) to deliver API integrations.
Outcome: Validated customer need for seamless discovery and ordering within a single platform, reducing friction and enabling faster acquisition workflows.
Customer Engagement & Product Discovery
Higher Education SaaS Platform — UK
Challenge: A platform with 100+ university customers needed to re‑engage institutions and validate development focus.
What I did: Led discovery with 17 librarians across UK, North America, and APAC; ran alpha and beta tests; facilitated webinars; and built a structured feedback loop.
Outcome: 80% increase in measurable customer engagement and clearer product direction.