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Product Management Beyond the Visible: Designing for Invisible User States

19.06.25
Product Management

When people talk about Agile and Scrum, they usually talk about speed: sprints, velocity charts, burn-downs, ship faster, fail faster. But after years of working with teams big and small, I’ve realized that the real magic of Agile isn’t about speed — it’s about shared trust and human adaptability.

We’ve reduced Scrum to sticky notes and daily stand-ups, forgetting why these rituals exist. The stand-up was never just about reporting blockers; it was about feeling seen by your team every day. Sprint retrospectives weren’t just for tweaking processes; they were a safe space to say, “I felt overwhelmed this sprint,” or “I’m proud of how we supported each other.”

The Invisible Layer

Most Agile coaches preach transparency and continuous improvement, but they rarely talk about emotional transparency. When a developer doesn’t finish a story, it’s easy to blame underestimation or “lack of focus.” But maybe they’re burned out. Maybe they didn’t feel safe enough to ask for help. True Agile mastery is reading these emotional currents — the invisible tensions, hesitations, and silent frustrations — and designing your processes to support them.

The Micro-Adaptive Team

Imagine a sprint where you don’t just adjust backlog items but also adjust team energy. What if instead of pushing for “full capacity,” you had intentional “light weeks” after intense launches? What if you measured team sentiment as seriously as velocity? Instead of only asking, “How much can we deliver?”, ask, “How are we, really?”

Why It Matters

Agile isn't a religion of rituals; it’s a mindset of responding to change. But the biggest change you’ll ever need to respond to is within your own team — their emotional shifts, mental energy, and interpersonal dynamics.
By designing sprints that honor human realities, you build teams that are not only faster but stronger, more creative, and more resilient.

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Karen Pilosyan

Services

01
  • Together with carefully selected professionals, we have built an "A" team ready to take on any challenge related to the three services listed below. If you’d like to learn more about us and the value we will bring to your business, please don’t hesitate to contact me — let’s discuss how we can contribute to your business’s success.

  • 01. Web & Software Development

    Web development is the essential foundation of any digital product’s success. Without clean, efficient, and scalable code, even the best designs fail to deliver. My team and I focus on building robust, secure, and high-performance solutions tailored to your needs. By following best practices, thorough testing, and continuous optimization, we ensure your platform works seamlessly across devices and browsers. Our goal is to bring your vision to life with reliable, maintainable code that supports growth and outstanding user experiences.

  • 02. UX/UI Design

    UX/UI is the most important yet most neglected aspect of digital product development. Without carefully studying the user experience before starting, a website or app is set to fail—no matter how good it looks or how well it’s built. One of the biggest mistakes is assuming we are our users. My team and I don’t rely on personal logic or guesswork; instead, we take an objective approach grounded in real user research. Through user interviews, usability testing, and behavior analysis, we uncover what your audience truly needs. Only then do we design experiences that are intuitive, accessible, and effective.

  • 03. Product Positioning & Market Analysis

    Product positioning and market analysis are critical for finding your product’s place in a competitive landscape. Without deep market insights, products risk missing their target audience. My team and I base our strategies on thorough competitor research, customer profiling, and data analysis. This enables us to define clear value propositions and positioning that resonate with real market needs. Our approach ensures your product stands out, attracts the right customers, and maximizes growth potential in the marketplace.

Language

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English Bilingual
Armenian Native
Russian Advanced

Work

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  • 01. Digital Product & Project Manager

    Buenos Aires, Argentina
    Mar 2025 - Present
    TOOLKIT
    Google Analytics, Figma, Canva, LookerStudio, Wordpress, WooCommerce, Miro, Microsoft Planner, Hotjar, PowerBI, WhatsApp Business API, Aeropuertos Argentina Custom tools

    Managing 3 core digital products: the official airport website, ADA WhatsApp chatbot, and online eCommerce store, focusing on UX, performance, and user satisfaction
    Partnering with Salesforce teams to launch a new eCommerce store with enhanced UX/UI and features, informed by user feedback, to attract more vendors and boost performance
    Improving ADA chatbot experience and features to drive a 30% increase in usage and satisfaction
    Enhancing the current online store UX and content to achieve 30% growth in traffic and revenue
    Upgrading website design and usability to boost engagement and feedback scores by 25%

  • 02. IT Project Manager

    Yerevan, Armenia
    Sep 2024 - Present
    TOOLKIT
    Jira, Canva, Figma, Google Analytics, Miro, WordPress, PowerBI, Zvartnots Custom Platforms

    Managed enterprise software systems across 5+ departments, driving a 20% improvement in operational efficiency through streamlined processes and cross-team coordination
    Served as the primary liaison between internal stakeholders and external vendors, ensuring smooth communication, issue resolution, and timely delivery of updates
    Led product enhancements and resolved over 40+ system issues, leveraging Agile methodologies to optimize workflows and support continuous improvement

  • 03. Product Manager | Product Owner

    Self-Employed
    Yerevan, Armenia
    Feb 2023 - Present
    TOOLKIT
    Trello, Miro, Figma, Notion, Canva, Google Analytics, Instagram Business, Integrations & APIs, VS Code, Python - Pandas, JavaScript, PHP Laravel, PostgreSQL, Git, GitHub

    Initiated and led the full lifecycle of a digital transformation project for Zakarian Jewellery, an Armenian jewelry brand, managing client relations, business strategy, and creative direction
    Took on multi-disciplinary roles including UX/UI design, marketing strategy, 3D product modeling, and front- end/back-end development in collaboration with a small agile team
    Conducted market research and developed brand positioning to align the e-commerce experience with luxury retail expectations
    The project was paused prior to launch due to client-side funding issues, but it provided invaluable experience in leading end-to-end digital product development across disciplines

  • 04. Full Stack Developer | Product Manager

    Yerevan, Armenia
    May 2021 - Jul 2024
    TOOLKIT
    Jira, Google Analytics, Miro, Figma, Canva, VS Code, Python, JavaScript, React.js, Node.js, PHP Laravel, Integrations & APIs, PostgreSQL, Git, Github

    Began as a full stack developer, contributing to 4 custom web projects with end-to-end feature development using modern technologies
    Promoted to lead Banali.am, managing a 4-person team across design, development, and QA
    Oversaw the full product lifecycle - from discovery and sprint planning to delivery - resulting in a 100% on-time launch of a complex real estate rental and sales platform website
    Conducted daily syncs with the client, refined scope and priorities, and ensured milestone clarity and delivery pace that reduced turnaround time by an estimated 30%
    Played a key role in transforming early-stage requirements into a scalable digital product with strong post-launch stability and client satisfaction

Skills

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Project Management

Product Management

Research & Analytics

Tools & Technologies 

Technical Proficiency

Business Strategy & Financial Planning

Interpersonal & Leadership

Education

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  • 01. University of Bolzano

    Bolzano, Italy
    Sep 2020 - May 2021
    Declaration
    Computational Data Science
    Master of Science

    Pursued a year of studies in Data Science and Analysis, gaining hands-on experience with tools such as Python, Pandas, machine learning, AI, and statistical methods. Discontinued the program after one year due to personal circumstances.

  • 02. American University of Armenia

    Yerevan, Armenia
    Sep 2018 - May 2019
    Transcript
    Economics
    Master of Science

    Completed one year of studies in Economics, focusing on quantitative methods, econometrics, and micro/macro-economic theory—foundational knowledge that continues to inform my work. Later transitioned to a career in tech to align with my evolving interests.

  • 03. American University of Armenia

    Yerevan, Armenia
    Sep 2014 - May 2018
    Diploma
    Computer Science
    Bachelor of Science

    Developed a strong foundation in programming and mathematical modeling through coursework in Portfolio Theory and Risk Management, Mathematical Modeling Applications, Computational Methods, Partial Differential Equations, Probability and Statistics, Optimization, Numerical Analysis, Algorithms, Real Analysis, Data Structures, Calculus, Linear Algebra, and Discrete Mathematics.

Thank you very much for your attention! Follow me on LinkedIn and don't forget to visit my blog I post a lot of interesting things about different product related topics.