️Hi, I'm Alex!
I am a senior product designer passionate about simplifying SaaS platforms and optimizing processes, living in Dublin.
When I work, I see opportunity in complexity, drawing from a multidisciplinary background in design, programming and psychology.
Optimizing Aklamio’s integration process - 2024
B2B Platform Redesign
Systems Thinking
Workshop Facilitation
Usability Testing
Goal
Redesign Aklamio’s promotion creation experience (B2B) to reduce integration time and enable user-controlled customisation.
Role
UI/UX Designer
Keypoints
Leadership
Led the platform redesign to empower B2B customers with greater control over the final service outcome, enhancing customization and satisfaction.
Collaboration
Partnered closely with engineers and product managers to strategize and develop key components of the platform, including user navigation, system integration, and the promotion wizard/editor.
Rethinking IA
Conducted in-depth user interviews, facilitated workshops with stakeholders, and performed usability testing with high-fidelity prototypes to refine navigation and usability.
Iterative design
Iteratively improved the design based on continuous testing and feedback, ensuring the proposed solutions addressed both user and business needs.
Enabling mixed rewards setup for B2B customers - 2024
Strategy
User-Centered Design
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable the setup of mixed-type rewards (cash, vouchers, donations and carbon offsetting), providing greater flexibility for B2B customers while simplifying the process to improve usability and engagement for customer support managers.
Role
UI/UX Designer (IC)
Keypoints
New Rewards
Project implementation unlocked the platform’s ability to host, in the future, other reward types apart from cash.
CSM Interviews
Interviewed Customer Support Managers to identify the main painpoints of rule configuration.
Comprehensive Design
Designed a very thorough concept that covered 11 different scenaria within one week.
Prototyping
Prototyped and validated the design with CSMs and iterated on requested rule management features.
Bridging referrals and rewards by redesigning user dashboard - 2024
Concept Design
Dashboard Redesign
UX/UI Improvement
Scalable Card Design
Goal
Eliminate user confusion caused by separate referral and reward sections in the user dashboard by creating a unified, intuitive design that connects referral progress with pending rewards, reducing support tickets and improving the overall user experience.
Role
UI/UX Designer (IC)
Keypoints
White labeling
Delivered not only a branded design, but also a template for our web designers to use for other customer brands.
Design Iterations
Underwent two iterations based on valuable feedback from product managers and engineers
Strategy in mind
Strategically designed the referral cards to accommodate a flexible number of rewards and adapt to any product or brand, aligning with Aklamio’s strategy to expand reward offerings across a broader range of products and services.
Enabling B2B customers to select voucher and donation brands for their users - 2023
B2B&B2C Design
New feature
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable B2B customers to customize the voucher and donation brands available to their users, improving flexibility and usability while ensuring seamless integration with partner infrastructure.
Role
UI/UX Designer (IC)
Keypoints
Conceptualisation
Explored several different designs for the B2B user interaction with our platform.
Integration
Worked closely with the engineers to ensure the new design meets the technical requirements of the integration with our partner’s infrastructure.
Prototyping & Testing
Prototyped and usability tested 8 different card interactions of the B2B interface.
User Research
Planned, recorded, analyzed and documented usability tests to improve design.
Improving reward claims: A simpler alternative to automated tracking - 2023
New Feature
Tracking
User Journey Mapping
Problem Solving
Data-Driven Design
Goal
Address interruptions in automated tracking and provide a fallback solution for customers who avoid additional marketing cookies, ensuring Aklamio could deliver its services effectively.
Role
UI/UX Designer (IC)
Keypoints
Problem Solving
Organised a workshop with product managers and engineers to map out the customer journey and identify opportunities to tackle our automation failures.
Prioritization
Ended up proposing 3 plausible solutions from which one was prioritized as an easy win and implemented.
Usability Testing
Planned and ran 5 pilot usability tests to test our concept (I also found the opportunity to train a product manager into conducting usability tests).
Go-To-Market page
Designed a go to market page and an animation to promote our new solution.
Redesigning customer support ticket flow to reduce Customer Support team’s workload - 2023
Customer Support Flow Optimization
User Research
UX Improvement
Stakeholder Management
Goal
Improve the customer support ticket flow for users reporting lost rewards by redesigning the ticket creation process, ultimately reducing support tickets by 21% and easing the team’s workload.
Role
UI/UX Designer (IC)
Keypoints
Collaboration with CS
Collaborated closely with the head of customer support to understand the problems they were facing and work on solutions. That was also a good opportunity for me to bridge the communication gap between the product team and customer support.
UX Improvement
Restructured the support request ticket flow so users seek help from the help page of our customers’ portals and not from a random webpage within Aklamio.
Less is more
Simplified the support request form to require only what was absolutely necessary for the customer support team, minimising the need for our CS team to recontact the users.
Chat bot
Requested to add Aklamio’s chat bot on every customer’s portal, which addressed most of the FAQ questions (further reducing CS team’s workload).
Optimizing Aklamio’s integration process - 2024
B2B Platform Redesign
Systems Thinking
Workshop Facilitation
Usability Testing
Goal
Redesign Aklamio’s promotion creation experience (B2B) to reduce integration time and enable user-controlled customisation.
Role
UI/UX Designer
Keypoints
Leadership
Led the platform redesign to empower B2B customers with greater control over the final service outcome, enhancing customization and satisfaction.
Collaboration
Partnered closely with engineers and product managers to strategize and develop key components of the platform, including user navigation, system integration, and the promotion wizard/editor.
Rethinking IA
Conducted in-depth user interviews, facilitated workshops with stakeholders, and performed usability testing with high-fidelity prototypes to refine navigation and usability.
Iterative design
Iteratively improved the design based on continuous testing and feedback, ensuring the proposed solutions addressed both user and business needs.
Enabling mixed rewards setup for B2B customers - 2024
Strategy
User-Centered Design
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable the setup of mixed-type rewards (cash, vouchers, donations and carbon offsetting), providing greater flexibility for B2B customers while simplifying the process to improve usability and engagement for customer support managers.
Role
UI/UX Designer (IC)
Keypoints
New Rewards
Project implementation unlocked the platform’s ability to host, in the future, other reward types apart from cash.
CSM Interviews
Interviewed Customer Support Managers to identify the main painpoints of rule configuration.
Comprehensive Design
Designed a very thorough concept that covered 11 different scenaria within one week.
Prototyping
Prototyped and validated the design with CSMs and iterated on requested rule management features.
Bridging referrals and rewards by redesigning user dashboard - 2024
Concept Design
Dashboard Redesign
UX/UI Improvement
Scalable Card Design
Goal
Eliminate user confusion caused by separate referral and reward sections in the user dashboard by creating a unified, intuitive design that connects referral progress with pending rewards, reducing support tickets and improving the overall user experience.
Role
UI/UX Designer (IC)
Keypoints
White labeling
Delivered not only a branded design, but also a template for our web designers to use for other customer brands.
Design Iterations
Underwent two iterations based on valuable feedback from product managers and engineers
Strategy in mind
Strategically designed the referral cards to accommodate a flexible number of rewards and adapt to any product or brand, aligning with Aklamio’s strategy to expand reward offerings across a broader range of products and services.
Enabling B2B customers to select voucher and donation brands for their users - 2023
B2B&B2C Design
New feature
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable B2B customers to customize the voucher and donation brands available to their users, improving flexibility and usability while ensuring seamless integration with partner infrastructure.
Role
UI/UX Designer (IC)
Keypoints
Conceptualisation
Explored several different designs for the B2B user interaction with our platform.
Integration
Worked closely with the engineers to ensure the new design meets the technical requirements of the integration with our partner’s infrastructure.
Prototyping & Testing
Prototyped and usability tested 8 different card interactions of the B2B interface.
User Research
Planned, recorded, analyzed and documented usability tests to improve design.
Improving reward claims: A simpler alternative to automated tracking - 2023
New Feature
Tracking
User Journey Mapping
Problem Solving
Data-Driven Design
Goal
Address interruptions in automated tracking and provide a fallback solution for customers who avoid additional marketing cookies, ensuring Aklamio could deliver its services effectively.
Role
UI/UX Designer (IC)
Keypoints
Problem Solving
Organised a workshop with product managers and engineers to map out the customer journey and identify opportunities to tackle our automation failures.
Prioritization
Ended up proposing 3 plausible solutions from which one was prioritized as an easy win and implemented.
Usability Testing
Planned and ran 5 pilot usability tests to test our concept (I also found the opportunity to train a product manager into conducting usability tests).
Go-To-Market page
Designed a go to market page and an animation to promote our new solution.
Redesigning customer support ticket flow to reduce Customer Support team’s workload - 2023
Customer Support Flow Optimization
User Research
UX Improvement
Stakeholder Management
Goal
Improve the customer support ticket flow for users reporting lost rewards by redesigning the ticket creation process, ultimately reducing support tickets by 21% and easing the team’s workload.
Role
UI/UX Designer (IC)
Keypoints
Collaboration with CS
Collaborated closely with the head of customer support to understand the problems they were facing and work on solutions. That was also a good opportunity for me to bridge the communication gap between the product team and customer support.
UX Improvement
Restructured the support request ticket flow so users seek help from the help page of our customers’ portals and not from a random webpage within Aklamio.
Less is more
Simplified the support request form to require only what was absolutely necessary for the customer support team, minimising the need for our CS team to recontact the users.
Chat bot
Requested to add Aklamio’s chat bot on every customer’s portal, which addressed most of the FAQ questions (further reducing CS team’s workload).
Optimizing Aklamio’s integration process - 2024
B2B Platform Redesign
Systems Thinking
Workshop Facilitation
Usability Testing
Goal
Redesign Aklamio’s promotion creation experience (B2B) to reduce integration time and enable user-controlled customisation.
Role
UI/UX Designer
Keypoints
Leadership
Led the platform redesign to empower B2B customers with greater control over the final service outcome, enhancing customization and satisfaction.
Collaboration
Partnered closely with engineers and product managers to strategize and develop key components of the platform, including user navigation, system integration, and the promotion wizard/editor.
Rethinking IA
Conducted in-depth user interviews, facilitated workshops with stakeholders, and performed usability testing with high-fidelity prototypes to refine navigation and usability.
Iterative design
Iteratively improved the design based on continuous testing and feedback, ensuring the proposed solutions addressed both user and business needs.
Enabling mixed rewards setup for B2B customers - 2024
Strategy
User-Centered Design
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable the setup of mixed-type rewards (cash, vouchers, donations and carbon offsetting), providing greater flexibility for B2B customers while simplifying the process to improve usability and engagement for customer support managers.
Role
UI/UX Designer (IC)
Keypoints
New Rewards
Project implementation unlocked the platform’s ability to host, in the future, other reward types apart from cash.
CSM Interviews
Interviewed Customer Support Managers to identify the main painpoints of rule configuration.
Comprehensive Design
Designed a very thorough concept that covered 11 different scenaria within one week.
Prototyping
Prototyped and validated the design with CSMs and iterated on requested rule management features.
Bridging referrals and rewards by redesigning user dashboard - 2024
Concept Design
Dashboard Redesign
UX/UI Improvement
Scalable Card Design
Goal
Eliminate user confusion caused by separate referral and reward sections in the user dashboard by creating a unified, intuitive design that connects referral progress with pending rewards, reducing support tickets and improving the overall user experience.
Role
UI/UX Designer (IC)
Keypoints
White labeling
Delivered not only a branded design, but also a template for our web designers to use for other customer brands.
Design Iterations
Underwent two iterations based on valuable feedback from product managers and engineers
Strategy in mind
Strategically designed the referral cards to accommodate a flexible number of rewards and adapt to any product or brand, aligning with Aklamio’s strategy to expand reward offerings across a broader range of products and services.
Enabling B2B customers to select voucher and donation brands for their users - 2023
B2B&B2C Design
New feature
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable B2B customers to customize the voucher and donation brands available to their users, improving flexibility and usability while ensuring seamless integration with partner infrastructure.
Role
UI/UX Designer (IC)
Keypoints
Conceptualisation
Explored several different designs for the B2B user interaction with our platform.
Integration
Worked closely with the engineers to ensure the new design meets the technical requirements of the integration with our partner’s infrastructure.
Prototyping & Testing
Prototyped and usability tested 8 different card interactions of the B2B interface.
User Research
Planned, recorded, analyzed and documented usability tests to improve design.
Improving reward claims: A simpler alternative to automated tracking - 2023
New Feature
Tracking
User Journey Mapping
Problem Solving
Data-Driven Design
Goal
Address interruptions in automated tracking and provide a fallback solution for customers who avoid additional marketing cookies, ensuring Aklamio could deliver its services effectively.
Role
UI/UX Designer (IC)
Keypoints
Problem Solving
Organised a workshop with product managers and engineers to map out the customer journey and identify opportunities to tackle our automation failures.
Prioritization
Ended up proposing 3 plausible solutions from which one was prioritized as an easy win and implemented.
Usability Testing
Planned and ran 5 pilot usability tests to test our concept (I also found the opportunity to train a product manager into conducting usability tests).
Go-To-Market page
Designed a go to market page and an animation to promote our new solution.
Redesigning customer support ticket flow to reduce Customer Support team’s workload - 2023
Customer Support Flow Optimization
User Research
UX Improvement
Stakeholder Management
Goal
Improve the customer support ticket flow for users reporting lost rewards by redesigning the ticket creation process, ultimately reducing support tickets by 21% and easing the team’s workload.
Role
UI/UX Designer (IC)
Keypoints
Collaboration with CS
Collaborated closely with the head of customer support to understand the problems they were facing and work on solutions. That helped me bridge the communication gap between the product and customer support departments.
UX Improvement
Restructured the support request ticket flow so users seek help from the help page of our customers’ portals and not from a random webpage within Aklamio.
Less is more
Simplified the support request form to require only what was absolutely necessary for the customer support team, minimising the need for our CS team to recontact the users.
Chat bot
Requested to add Aklamio’s chat bot on every customer’s portal, which addressed most of the FAQ questions (further reducing CS team’s workload).
Optimizing Aklamio’s integration process - 2024
B2B Platform Redesign
Systems Thinking
Workshop Facilitation
Usability Testing
Goal
Redesign Aklamio’s promotion creation experience (B2B) to reduce integration time and enable user-controlled customisation.
Role
UI/UX Designer
Keypoints
Leadership
Led the platform redesign to empower B2B customers with greater control over the final service outcome, enhancing customization and satisfaction.
Collaboration
Partnered closely with engineers and product managers to strategize and develop key components of the platform, including user navigation, system integration, and the promotion wizard/editor.
Rethinking IA
Conducted in-depth user interviews, facilitated workshops with stakeholders, and performed usability testing with high-fidelity prototypes to refine navigation and usability.
Iterative design
Iteratively improved the design based on continuous testing and feedback, ensuring the proposed solutions addressed both user and business needs.
Enabling mixed rewards setup for B2B customers - 2024
Strategy
User-Centered Design
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable the setup of mixed-type rewards (cash, vouchers, donations and carbon offsetting), providing greater flexibility for B2B customers while simplifying the process to improve usability and engagement for customer support managers.
Role
UI/UX Designer (IC)
Keypoints
New Rewards
Project implementation unlocked the platform’s ability to host, in the future, other reward types apart from cash.
CSM Interviews
Interviewed Customer Support Managers to identify the main painpoints of rule configuration.
Comprehensive Design
Designed a very thorough concept that covered 11 different scenaria within one week.
Prototyping
Prototyped and validated the design with CSMs and iterated on requested rule management features.
Bridging referrals and rewards by redesigning user dashboard - 2024
Concept Design
Dashboard Redesign
UX/UI Improvement
Scalable Card Design
Goal
Eliminate user confusion caused by separate referral and reward sections in the user dashboard by creating a unified, intuitive design that connects referral progress with pending rewards, reducing support tickets and improving the overall user experience.
Role
UI/UX Designer (IC)
Keypoints
White labeling
Delivered not only a branded design, but also a template for our web designers to use for other customer brands.
Design Iterations
Underwent two iterations based on valuable feedback from product managers and engineers
Strategy in mind
Strategically designed the referral cards to accommodate a flexible number of rewards and adapt to any product or brand, aligning with Aklamio’s strategy to expand reward offerings across a broader range of products and services.
Enabling B2B customers to select voucher and donation brands for their users - 2023
B2B&B2C Design
New feature
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable B2B customers to customize the voucher and donation brands available to their users, improving flexibility and usability while ensuring seamless integration with partner infrastructure.
Role
UI/UX Designer (IC)
Keypoints
Conceptualisation
Explored several different designs for the B2B user interaction with our platform.
Integration
Worked closely with the engineers to ensure the new design meets the technical requirements of the integration with our partner’s infrastructure.
Prototyping & Testing
Prototyped and usability tested 8 different card interactions of the B2B interface.
User Research
Planned, recorded, analyzed and documented usability tests to improve design.
Improving reward claims: A simpler alternative to automated tracking - 2023
New Feature
Tracking
User Journey Mapping
Problem Solving
Data-Driven Design
Goal
Address interruptions in automated tracking and provide a fallback solution for customers who avoid additional marketing cookies, ensuring Aklamio could deliver its services effectively.
Role
UI/UX Designer (IC)
Keypoints
Problem Solving
Organised a workshop with product managers and engineers to map out the customer journey and identify opportunities to tackle our automation failures.
Prioritization
Ended up proposing 3 plausible solutions from which one was prioritized as an easy win and implemented.
Usability Testing
Planned and ran 5 pilot usability tests to test our concept (I also found the opportunity to train a product manager into conducting usability tests).
Go-To-Market page
Designed a go to market page and an animation to promote our new solution.
Redesigning customer support ticket flow to reduce Customer Support team’s workload - 2023
Customer Support Flow Optimization
User Research
UX Improvement
Stakeholder Management
Goal
Improve the customer support ticket flow for users reporting lost rewards by redesigning the ticket creation process, ultimately reducing support tickets by 21% and easing the team’s workload.
Role
UI/UX Designer (IC)
Keypoints
Collaboration with CS
Collaborated closely with the head of customer support to understand the problems they were facing and work on solutions. That helped me bridge the communication gap between the product and customer support departments.
UX Improvement
Restructured the support request ticket flow so users seek help from the help page of our customers’ portals and not from a random webpage within Aklamio.
Less is more
Simplified the support request form to require only what was absolutely necessary for the customer support team, minimising the need for our CS team to recontact the users.
Chat bot
Requested to add Aklamio’s chat bot on every customer’s portal, which addressed most of the FAQ questions (further reducing CS team’s workload).
Optimizing Aklamio’s integration process - 2024
B2B Platform Redesign
Systems Thinking
Workshop Facilitation
Usability Testing
Goal
Redesign Aklamio’s promotion creation experience (B2B) to reduce integration time and enable user-controlled customisation.
Role
UI/UX Designer
Keypoints
Leadership
Led the platform redesign to empower B2B customers with greater control over the final service outcome, enhancing customization and satisfaction.
Collaboration
Partnered closely with engineers and product managers to strategize and develop key components of the platform, including user navigation, system integration, and the promotion wizard/editor.
Rethinking IA
Conducted in-depth user interviews, facilitated workshops with stakeholders, and performed usability testing with high-fidelity prototypes to refine navigation and usability.
Iterative design
Iteratively improved the design based on continuous testing and feedback, ensuring the proposed solutions addressed both user and business needs.
Enabling mixed rewards setup for B2B customers - 2024
Strategy
User-Centered Design
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable the setup of mixed-type rewards (cash, vouchers, donations and carbon offsetting), providing greater flexibility for B2B customers while simplifying the process to improve usability and engagement for customer support managers.
Role
UI/UX Designer (IC)
Keypoints
New Rewards
Project implementation unlocked the platform’s ability to host, in the future, other reward types apart from cash.
CSM Interviews
Interviewed Customer Support Managers to identify the main painpoints of rule configuration.
Comprehensive Design
Designed a very thorough concept that covered 11 different scenaria within one week.
Prototyping
Prototyped and validated the design with CSMs and iterated on requested rule management features.
Bridging referrals and rewards by redesigning user dashboard - 2024
Concept Design
Dashboard Redesign
UX/UI Improvement
Scalable Card Design
Goal
Eliminate user confusion caused by separate referral and reward sections in the user dashboard by creating a unified, intuitive design that connects referral progress with pending rewards, reducing support tickets and improving the overall user experience.
Role
UI/UX Designer (IC)
Keypoints
White labeling
Delivered not only a branded design, but also a template for our web designers to use for other customer brands.
Design Iterations
Underwent two iterations based on valuable feedback from product managers and engineers
Strategy in mind
Strategically designed the referral cards to accommodate a flexible number of rewards and adapt to any product or brand, aligning with Aklamio’s strategy to expand reward offerings across a broader range of products and services.
Enabling B2B customers to select voucher and donation brands for their users - 2023
B2B&B2C Design
New feature
System Integration
Hi-fi Prototyping
Usability Testing
Goal
Enable B2B customers to customize the voucher and donation brands available to their users, improving flexibility and usability while ensuring seamless integration with partner infrastructure.
Role
UI/UX Designer (IC)
Keypoints
Conceptualisation
Explored several different designs for the B2B user interaction with our platform.
Integration
Worked closely with the engineers to ensure the new design meets the technical requirements of the integration with our partner’s infrastructure.
Prototyping & Testing
Prototyped and usability tested 8 different card interactions of the B2B interface.
User Research
Planned, recorded, analyzed and documented usability tests to improve design.
Improving reward claims: A simpler alternative to automated tracking - 2023
New Feature
Tracking
User Journey Mapping
Problem Solving
Data-Driven Design
Goal
Address interruptions in automated tracking and provide a fallback solution for customers who avoid additional marketing cookies, ensuring Aklamio could deliver its services effectively.
Role
UI/UX Designer (IC)
Keypoints
Problem Solving
Organised a workshop with product managers and engineers to map out the customer journey and identify opportunities to tackle our automation failures.
Prioritization
Ended up proposing 3 plausible solutions from which one was prioritized as an easy win and implemented.
Usability Testing
Planned and ran 5 pilot usability tests to test our concept (I also found the opportunity to train a product manager into conducting usability tests).
Go-To-Market page
Designed a go to market page and an animation to promote our new solution.
Redesigning customer support ticket flow to reduce Customer Support team’s workload - 2023
Customer Support Flow Optimization
User Research
UX Improvement
Stakeholder Management
Goal
Improve the customer support ticket flow for users reporting lost rewards by redesigning the ticket creation process, ultimately reducing support tickets by 21% and easing the team’s workload.
Role
UI/UX Designer (IC)
Keypoints
Collaboration with CS
Collaborated closely with the head of customer support to understand the problems they were facing and work on solutions. That helped me bridge the communication gap between the product and customer support departments.
UX Improvement
Restructured the support request ticket flow so users seek help from the help page of our customers’ portals and not from a random webpage within Aklamio.
Less is more
Simplified the support request form to require only what was absolutely necessary for the customer support team, minimising the need for our CS team to recontact the users.
Chat bot
Requested to add Aklamio’s chat bot on every customer’s portal, which addressed most of the FAQ questions (further reducing CS team’s workload).
© Alexandros Mileounis 2025.
All Rights Reserved.
© Alexandros Mileounis 2025.
All Rights Reserved.
© Alexandros Mileounis 2025.
All Rights Reserved.