Cummins: Product Advisory Operating Model
Redefining customer onboarding and platform integration across Cummins’ digital ecosystem.
Cummins set out to modernize its digital onboarding and product advisory experience to better serve a diverse worldwide customer base. I led strategy and design for a unified operating model that aligned product, engineering, and customer support teams. The goal: make it easier for OEMs, distributors, and end users to access technical information, onboard new products, and manage their relationship with Cummins—all through a single, integrated digital platform.
UNIFY THE ONBOARDING FOUNDATION
My work involved mapping user journeys for complex industrial products, harmonizing onboarding processes, and designing a digital advisory system that supported both legacy and next-generation equipment. Collaborating with IT, engineering, and business partners, I helped define requirements for platform integration, data security, and multilingual support. The unified model reduced customer friction, improved data consistency, and provided a foundation for faster product launches and ongoing digital transformation. This approach positioned Cummins to deliver a more seamless, scalable experience in a rapidly evolving global market. After that, I coached product management and PM leaders on a repeatable process: intake, prioritization, delivery, and feedback. I set up prioritization using a portfolio approach, with clearer initiatives, KPI links, and dependency management. I managed delivery through regular governance, so fewer surprises surfaced late in the process. This included cross-functional reviews, decision logs, and clear ownership of risks across engineering, operations, and customer readiness.
CONNECT THE OPERATOR EXPERIENCE
Decisions were based on evidence and trade-offs, clarifying what to pause, what to sequence, and what to cut. Escalation moved from informal conversations to a more transparent process. The feedback loop completed the system: we tracked outcomes, measured adoption and readiness, and fed those insights back into intake and prioritization.
SCALE THE PLATFORM SYSTEM
This gave Cummins leadership shorter cycle times, fewer escalations, and clearer accountability across the platform. The Product Advisory model helped teams move faster and gave executives greater confidence by strengthening alignment across strategy, delivery, and communication.