Designing @ Jigsaw

Hi, Iโ€™m Lewis Ngugi, a senior product designer based in London.

Previously worked with HubSpot, Lookback and others to turn complex systems into clear, useful products and services. Over the past decade, Iโ€™ve worked across complex B2B platforms and consumer products. From early-stage startups to large enterprises, I ship outcomes through craft, systems thinking and strategy. I focus on measurable impact and experiences that scale.

Work

Jigsaw Senior Product Designer 2026 โ€“ now jigsawcreate.com
HubSpot Senior Product Designer 2022 โ€“ 2025 hubspot.com
Lookback Senior Product Designer 2020 โ€“ 2022 lookback.com
Kwara Product Designer 2019 โ€“ 2020 kwara.com
Safaricom UX Specialist, Innovation Lab 2018 โ€“ 2019 safaricom.co.ke
Capital FM UX Designer 2016 โ€“ 2017 capitalfm.co.ke
ARK Africa Creative Designer 2016 arkafrica.com
Riverbank Solutions UX Designer 2015 โ€“ 2016 riverbank.co.ke

Email AI assistant in customer support Lookback Unmoderated Mobile Tasks Research Kwara for SACCOs ARK Africa Redesigned The Able Cane

Case Study

Email AI assistant in customer support

Led the endโ€‘toโ€‘end UX for an AIโ€‘powered email support assistant from concept to launch. Drove measurable gains in operational efficiency, CSAT and digital resolution rates, with seamless human escalation.

Protected

Experience

Iโ€™ve partnered with teams of all sizes to ship products that matter.

Trusted by these companies


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Feb 2026

New article published

Minimum Connection Time - The flight metric you need to know about during connections

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Speaking



The designer role in a startup

Presented in 2020: Hatch by FFA: Design month ๐ŸŽจ by FFA x Fearless

Design is central to the revolution and growth of the African startup ecosystem. At FFA, we want to celebrate Design influence within startups and organisations. The talk was about how design is helping startups in Africa change the narrative of innovation on the continent through these inspiring talks.

View Slides

The designer role in a startup poster
Credit: Founders Factory Africa

Prioritization of UX Issues

Itโ€™s our one-hour live Twitter discussion (via the #uxchat Twitter hashtag) where you can rub virtual shoulders with some of the most knowledgeable UXperts on the planet and discuss a different UX topic every week. I was answering the following questions:

  • How do you prioritize features? How do you factor in technical feasibility, importance to users, and importance to business?
  • How do you create systems that will help you track and prioritize user feedback?
  • Are there techniques out there that can help prioritize UX issues?

Presented at 2019: #UXChat by UserZoom - Twitter Moment

UXChat poster
Credit: UserZoom

Travel

I learn design by moving through systems: buses, bicycle rickshaw, canoes, markets, museums, and walking tours. From Halong Bay to the Sahara, travel teaches me how people adapt, navigate and make meaning. That always reminds me that good design is local, human, and shaped by context.

๐Ÿ‡ฐ๐Ÿ‡ช ๐Ÿ‡ฒ๐Ÿ‡ฆ ๐Ÿ‡ณ๐Ÿ‡ฌ ๐Ÿ‡ต๐Ÿ‡น ๐Ÿ‡ช๐Ÿ‡ธ ๐Ÿ‡จ๐Ÿ‡ญ ๐Ÿด๓ ง๓ ข๓ ฅ๓ ฎ๓ ง๓ ฟ ๐Ÿด๓ ง๓ ข๓ ท๓ ฌ๓ ณ๓ ฟ ๐Ÿ‡ฎ๐Ÿ‡ช ๐Ÿ‡ธ๐Ÿ‡ฌ ๐Ÿ‡ฎ๐Ÿ‡น ๐Ÿ‡บ๐Ÿ‡ธ ๐Ÿ‡น๐Ÿ‡ญ ๐Ÿ‡ฐ๐Ÿ‡ญ ๐Ÿ‡ป๐Ÿ‡ณ

So far I've visited 15 countries and counting.