Teledyne FLIR · Product & Systems

A customer platform for a global hardware company

Lead / Senior Product Designer · 2023–2024 · B2B / Hardware

Research with the largest customers, a unified design system, and a portal spanning returns, configuration, service packages, and messaging — across teams in the US, UK, and Sweden.

FLIR customer portal Account Home with warranty extension banner, My products, subscriptions, repair and service cards, and quick links

Teledyne FLIR builds thermal imaging and sensing technology used by professionals who cannot afford ambiguity when a device fails, a return starts, or a configuration goes wrong. The customer platform had to feel as precise as the hardware — across sales, returns, warranty, configuration, and service packages.

Context

Through Futuresight I worked as a lead product designer on a complex B2B web application. Teams spanned the United States, the United Kingdom, and Sweden. Permission to show this work comes from the CEO — this case is fully public.

Altitude

The role was all-in-one: UX and UI, design system, and research partnership — framing problems with a UX researcher, interviewing real customers, testing with users, and building the component language for the portal.

“Marcin acted as the Lead Designer on a complex B2B web application project… He consistently delivered high-quality designs while collaborating with a broad and diverse group of stakeholders.”
— Joseph Rocchio, VP Customer Experience and Data Insights

Turning points

Interviews and journey mapping with major customers exposed friction in returns, warranty, configuration, service packages, and messaging between customer and company.

Research synthesis diagram: My products hub three-pod strategy for warranty, service and calibration, and repair, with information architecture below — Research synthesis — customer scenarios mapped to the state each product should surface.

Registered products wireframe with numbered UX and UI rationale callouts for warranty incentives and registration — Wireframes — align stakeholders before high-fidelity locked the wrong model.

FLIR customer portal repair flow: Select products step with registered product list and request summary — Returns / RMA — high-stakes hardware customer journey.

FLIR A400 thermal camera system configurator on System Optics step with lens options and live price total — Product configurator — complexity made navigable.

FLIR Care and Protect plan comparison modal with Protect, Protect+, Protect Pro, and TotalProtect packages — Care & Protect — commercial surface inside the portal.

FLIR Message Center inbox and conversation thread for a technical support case with attachments — Message Center — communication inside the product.

FLIR Design System V1 overview showing color, typography, buttons, forms, status tags, navigation, cards, and iconography — Design system — one component language for every portal surface.

Mentoring junior staff and establishing a unified look and feel were part of delivery — called out by Victoria Jonsson.

“Marcin was a crucial part of the design effort… credited with building up a new design system and streamlining design work… Actively mentored junior staff.”
— Victoria Jonsson, Product Manager & Product Owner

Outcomes

No hard conversion numbers for public use. What shipped: a clearer multi-surface portal, a design system that sped follow-on work, and research grounded in real interviews and testing.

What scaled

Cross-timezone collaboration, a living system, and mentorship that raised the team’s floor.