Web Accessibility Experts in Germany

Planning, execution & moderation of crisis communication and reputation management

AQIM is a non-profit organization based in Austria. An association of interim managers from Germany and Austria. Founded in December 2024. Multi-part training with workshops and consulting for preventive crisis communication, in cooperation with the founding members and those responsible for communication. To assess crisis potential for the market entry strategy and ahead of a digital campaign.

The project in a nutshell:

Consulting and training for the purpose of:

• Analysis of crisis potential as a new market entrant and its internet-based communication activities
• Planning and developing crisis communication with targeted measures
• Developing a crisis plan to minimize reputation risks in an emergency
• Conducting training and information sessions

Success:

• What started as a one-time consulting event for preparing an information campaign became a multi-part workshop on preventive crisis communication. This not only gave the organization expertise and confidence in the event of acute challenges, but also gave the participating interim managers new skills for their day-to-day work on assignments
• The workshop enabled those responsible to launch the information campaign that was being prepared at the time and planned for six months, as scheduled at the end of January 2026 on social media
• Careful scheduling and defining how to handle critical voices in terms of terminology and tone, as well as compliance rules, ensured a smooth start and run of a 3-month information campaign

• Stabilization of customer service, logistics and order processing during a transformation phase
• Management of the international warehouse relocation from Switzerland to Germany
• Optimization of processes and reduction of manual steps in day-to-day operations
• Coordination of international stakeholders to ensure on-time delivery of strategic projects

I served as the Lead Designer for two cross-functional teams at Casavi, a software platform for property managers. Casavi is a central platform for all aspects of digital property management, which streamlines operations and business processes.

SmartTask: The team focuses on ticket management, workflow automation, AI integration, enhancing communication between property managers and their clients.

Customer app/portal: The team is dedicated to fostering community engagement among residents of managed properties. The customer portal in combination with the Casavi app solves the challenges for property and facility managers.

My role spans the full design lifecycle, covering UX/UI design, user research, usability testing, and strategic design planning, across Casavi's web platform, mobile app, and customer portals. Each team comprises around 10 members, including a project manager, designer, developers, and QA testers. I am also responsible for the accessibility assurance of the whole product.

Design unit role: In addition to my core responsibilities, I actively contribute to the development and maintenance of the company's design system and style guide ensuring consistency and scalability across all products. Mentor junior designers is my official and moral responsibility.

• Leading UX for a Property Management System, an all-in-one solution for vacation rental agencies and tourism regions, covering marketing and rental of holiday apartments and houses
• UX audits, conception, and implementation of UX strategy with a focus on regulatory, security, and user-centered requirements
• Advising C-level stakeholders on UX strategy and design best practices
• Planning and conducting research with agencies and property owners
• Design system strategy and definition of UX architecture

Designing AI-native digital products by combining product strategy, UX research, interaction design, software engineering, and modern AI workflows. Leading projects from discovery to implementation while integrating AI throughout the entire product development lifecycle.

Key responsibilities

• → Product discovery, stakeholder workshops, Jobs-to-be-Done and user research
• → User journey mapping, information architecture and interaction design
• → Wireframes, high-fidelity UI, prototypes and scalable design systems in Figma and Penpot
• → AI-assisted interface generation and rapid concept exploration using Figma AI, Figma Make and generative design workflows
• → Design-to-code workflows with AI-supported frontend generation and engineering collaboration
• → Building accessible interfaces following WCAG 2.2 and enterprise design standards
• → Usability testing, iterative validation and KPI-driven product optimization
• → Development of AI knowledge systems, MCP-powered design workflows and human-in-the-loop review processes
• → Close collaboration with engineering teams to ensure production-ready implementation

• Designed role-based delivery assignment workflows, switchable between own fleet and partner carriers, with traceable status chains from „pending“ to „in delivery.“
• Designed AI-assisted route optimization, where dispatchers review drive-time-optimized route suggestions as drafts and apply them in one click.
• Designed a central planning interface for delivery and route management, bringing table view, map view, and route composition into a single workflow.
• Built interactive prototypes to align new product features early with stakeholders and engineering.

Key methods: AI-assisted Product Design, Workflow Design, Role-Based Workflows, Dashboard Design, Interaction Design, Prototyping, Logistics/Operations UX, Stakeholder Collaboration

• Leading end-to-end UX for two AI SaaS products in closed beta, including LLM-interaction design, prompt-UX, and human-in-the-loop patterns with commercial distribution signed for launch in Q3 2026
• Built a self-built LLM reframing and RAG-correction pipeline powering multi-profile CV and case-study generation in production use
• Shipping real code alongside research, including Three.js/GLSL portfolio work, Figma-API tooling, and a Chrome MV3 extension for session-sync automation

• Analysis and structuring of complex service processes
• Development of customer journeys, user journeys, and service blueprints
• Moderation of workshops for requirements definition
• Derivation of an MVP with stakeholders
• Clear basis for decision-making
• Reduction of uncertainty in early project phases

Strategic Marketing / New Customer Acquisition (B2B):

• Market and competition analysis: Identified competitors, developed evaluation grids, sketched provider landscape with potential customers, competitors and partners
• Concept for a cross-media, personalized multi-touch campaign
• Developed the multi-touch strategy in different variants with several stages, defined touchpoints, target companies and target people, developed the ideal customer profile and contact ideas
• Designed all individual measures: developed concepts for letters, postcards, landing pages, emails, phone calls and downloads
• Visualized the logic of the contact sequences (flowchart)
• Described the distinction from "account-based marketing"
• Implementation planning: Researched providers for packaging, shipping and landing page software, negotiated terms, recommended tools and partners

Social Media Marketing:

• Target categorization, definition and recommendation for action
• Review and selection of channels
• Concept for channel management
• Developed an 11-week editorial plan (Instagram & LinkedIn)
• Created, implemented and published image and video posts
• Campaign launch, ongoing monitoring and optimization

Search Engine Optimization (SEO):

• Website audit with indexing check
• Ranking, backlink, traffic and competition analysis
• Analyzed search and user behavior
• Consulting on SEO risks during relaunches with domain changes
• Keyword research and recommendations for action

• Onboarded and conducted comprehensive documentation and system analysis to assess the existing data infrastructure, facilitating rapid integration and collaboration across functional data teams (modelling, processing, reporting).
• Collaboratively defined the architecture and project structure for a central data pipeline repository, including hierarchical standards, knowledge management strategies, and role-specific responsibilities, enhancing maintainability and onboarding speed.
• Evaluated and validated open-source data routing tools (Airbyte, Apache NiFi, Dragster) for ingest and sync requirements in retail analytics, including local benchmarking and error-state testing.
• Led the design and deployment of Airbyte in Kubernetes, creating customized Helm charts, securing secrets handling, and configuring Ingress with TLS and internal DNS routing, ensuring full API and UI accessibility.
• Troubleshot and resolved Ingress controller issues, iterating through multiple stages of debugging and testing, and documented setup and replication steps for scalable reuse.
• Mapped data models to ARTS standard, supporting schema alignment for ERP and reporting use cases, and coordinated review loops to align future data processing logic.
• Drafted strategic 1-pagers comparing MinIO, Pub/Sub, and routing architectures, providing technical guidance for architectural decisions and investment planning.
• Enabled secure access and authentication mechanisms, including initial evaluation for SAML integration, cluster-level configuration reviews, and service annotation improvements.

Mandate/Responsibilities Complete transformation of a historically evolved, inefficient service organisation into a modern, AI-powered, scalable customer experience unit for two brands.

• Design and implementation of a 5-tier organisational model (AI automation, external front office, bridge team, expert back office, strategic interfaces)
• Development of mentoring programmes, a role matrix and HR master plan for 2026
• Full ownership of the AI strategy: architecture, vendor decisions, licence negotiations, ROI measurement
• Implementation and operational management of AI bot infrastructure (Amira, Copilot, AI Agents)
• Establishment of the Wisebase (Zendesk Knowledge Base) as the single source of truth, serving as the foundation for AI agents and scalability
• System transformation: from Outlook to Zendesk, including process design, skill-based routing and reporting
• Introduction of a 6-KPI system: ticket deflection rate, FRT, FCR, knowledge quality index, backlog ratio, CSAT
• Design of the Service Transformation 2026, including a make-or-buy analysis, vendor comparison and outsourcing roadmap
• Introduction of customer-focused goodwill policies as a measurable cultural shift
• Development of a 3-year digital agenda with a focus on automation and customer retention

Key Achievements

• Team expansion: 7→17 staff through targeted recruitment focusing on a digital mindset
• Backlog reduction: From months to ⌀ 14 days
• Response time: From days to 3 hours
• System migration: Outlook→Zendesk successfully completed
• Processing thousands of tickets in the backlog

• Strategic and operational overall responsibility for a specialized agency for UX Writing & Content Strategy
• Product development, client acquisition, and the setup and strategic further development of UX writing systems for clients in the IT and finance sectors

Manufacturing intelligence platform with enterprise workflows, RAG, real-time AI assistant features, and multi-repository backend architecture.

• Built and extended production AI/backend services with Django, DRF, FastAPI, GraphQL, Celery, PostgreSQL, MySQL, Redis, and WebSockets across a modular multi-repository platform.
• Contributed to ARIS V2, a real-time manufacturing AI assistant using LangChain, LangGraph, MCP tool orchestration, planning/execution flows, OpenAI, AWS Bedrock, Qdrant, and Elasticsearch/OpenSearch-backed retrieval.
• Supported rollout expansion from ARIS V1 in 4 of 17 client production plants to ARIS V2 currently active in 13 of 17 plants, increasing real-world deployment coverage to more than 50% of the client footprint.
• Worked on document-grounded RAG functionality including ingestion, OCR, chunking, embeddings, indexing, retrieval, reranking, and grounded answer generation for industrial workflows.

Stack: Python, Django, DRF, FastAPI, LangChain, LangGraph, GraphQL, Celery, WebSockets, OpenAI, AWS Bedrock, Qdrant, Elasticsearch/OpenSearch, PostgreSQL, MySQL, Redis, Docker.

• Created data pipelines and visualization tools to support sustainable energy decision-making
• Developed insights that could optimize renewable energy deployment and grid integration strategies