Jonathan Carl Hill

Senior Product Designer @ Caterpillar (via LocalHost)

Presentation - English

When You Can't Talk to Users: Driving UX Decisions from Support Data

This talk explores how UX can create measurable impact in complex enterprise environments where direct user research is challenging.

The key themes are:

  • Transforming support tickets into actionable UX insights.

  • Researching user needs when direct access to users is not possible.

  • Using proxy users to uncover real usability issues.

  • Prioritising improvements based on operational impact rather than assumptions.

  • Designing a Quick-Start Guide to reduce cognitive load and support dependency.

  • Reducing repeated support tickets by 15% through evidence-driven design.

  • Creating a foundation for AI-powered support through structured UX content.

  • Demonstrating UX value within complex enterprise organisations.

About Jonathan

Jonathan works at the intersection of enterprise UX, product thinking, and complex engineering-led systems. His focus is on improving product decision quality and reducing friction in environments shaped by technical constraints, operational complexity, compliance requirements, and cross-functional dependencies. Over time, he has helped evolve UX from reactive execution support into a more trusted contributor to product discussions by focusing on clarity, workflow understanding, and alignment between user needs, technical realities, and business priorities.

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