About Me

Hello!

I am a Product and Service Designer (IC) specializing in building solutions for continuous customer intelligence. For nearly a decade, my focus has been translating customer friction into measurable business impact, positioning design as a core driver of product strategy and organizational change.

I excel at untangling complex, multi-product customer experiences and designing scalable solutions that ensure decisions are grounded in evidence rather than assumptions. Today at SAP, I lead UX design for Commerce Extensibility — the integrations and extensions customers use to connect SAP with third-party systems. I've also scaled our research practice across teams by standardizing processes and building workshop templates that accelerate alignment and feature iteration.

Portrait of Veronica Dogbegah

My expertise is rooted in quantifiable results across three pillars

Financial & Service Design

I transformed a 20-year-old reactive support system, achieving 100% revenue protection (eliminating churn risk), $180K in annual savings, and 87% faster resolution times by redesigning the entire service model.

AI & Continuous Systems

I designed and implemented an AI-powered Persona and Journey Management Dashboard — an agentic synthesis engine that unifies fragmented data, tracks behavioural changes over time, and drives feature prioritization across cross-functional teams.

Strategic Research

My background spans SaaS, enterprise software, and healthcare, including co-leading a UX/Behavioural Research (Nudge) initiative that applied actionable insights to healthcare product design for the $3 million Kingston Health Grant.

I am drawn to roles where customer intelligence directly influences strategy, ensuring customer research is a competitive advantage rather than a mere checklist item.

Driven by curiosity and positive impact

Explore my thought leadership on UX best practices, including deep dives into AI-Powered Research Processes and Tools, the governance of intelligent systems, and frameworks such as Jobs-to-be-Done (JTBD) to drive measurable business impact.

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Speaking & Publications

Upcoming · July 26–31, 2026

From Insights to Impact: AI-Powered ResearchOps System for Sustainable Research Planning and UX Knowledge Management

Poster Paper · HCI International 2026 (HCII)

This paper proposes a framework for building a mature research culture as infrastructure, not a deliverable: transforming UX research from static, fragmented reports into a dynamic, “living” knowledge system powered by AI and information architecture, to drive continuous product improvement and long-term strategic decision-making.

Read the paper (DOI)  ·  HCI International 2026  ·  Related case study: From Insights to Impact