Jonathan Wilson

Creating Exceptional User Experiences Through Design Expertise

Jonathan Wilson

Chief Experience Officer,

Ethereal Machines

Jonathan Wilson is an engineer at heart and a designer by training, driven by a passion for transforming ideas into tangible, user-centric solutions. With a keen eye for 3D form and a deep understanding of product design and interface design, Jonathan embarked on a mission to address a critical gap he noticed in the industry.
Having observed that India, despite its abundance of brilliant engineering minds, often fell short in creating products that truly met the needs of users, Jonathan recognised the importance of focusing on the user experience. He became determined to bridge the gap between exceptional engineering and accessible, usable, and enjoyable product design.
Growing up in an entrepreneurial family, with a father in the merchant navy and a mother who successfully ran businesses such as a cable TV company and a printing press, Jonathan inherited a drive for excellence and innovation. His mother’s emphasis on developing a well-rounded personality inspired him to explore a wide range of subjects during his formative years.
Jonathan discovered his passion for design during college, where he witnessed its transformative power in enhancing user experiences. Motivated by this, he became committed to crafting designs that exceeded customer expectations, effortlessly translating abstract ideas into practical solutions. Jonathan’s expertise extends beyond design and engineering. He excels at troubleshooting problems of various scales, ensuring optimal outcomes. His ability to navigate challenging situations has earned him a reputation as the go-to person in times of crisis.
As Chief Experience Officer of Ethereal Machines, Jonathan revolutionises customer experience through his multidisciplinary background and unwavering dedication to user-centric design. By merging engineering prowess, design expertise, and an unwavering pursuit of exceptional experiences, he sets new benchmarks for success. TradeFlock interviewed Jonathan to delve deep into his journey, strategies, and plans.

How has your journey evolved from being a designer to becoming the Chief Experience Officer? What challenges have you faced along the way?

My journey is marked by a series of entrepreneurial activities. After college, I began assisting friends who were designers, helping them with tasks such as contract mediation and project support. This eventually led to me starting my own design agency and forming partnerships with other professionals. Over time, I transitioned into roles related to digital marketing, website development, and app building. While these experiences allowed me to gain valuable skills and knowledge in managing different situations, the choice between pursuing my own business or a job eventually arose, and I joined Ethereal Machines. They had witnessed my dedication to clients and the value I placed on delivering the best results. Today, as their Chief Experience Officer, I am responsible for enhancing the user experience, both externally and internally within the organisation.

What made you shift from running your own successful company to a job?

While running my own company, I faced limitations in terms of growth and the ability to work with larger clients due to the impact of the COVID-19 pandemic. I wanted to tackle bigger challenges and gain exposure by working with established companies. Therefore, I decided to transition into a job for a while to see where it would take me and broaden my experience.

Do you have plans to return to entrepreneurship?

Yes, I do. However, I believe in fulfilling my current obligations and giving my best to Ethereal Machines before considering any new venture. Once I have accomplished what I set out to do with the company, I may explore the possibility of starting my own business again.

What have been some key learnings during your entrepreneurial and professional journey?

Throughout my entrepreneurial journey, I’ve gained valuable insights into the challenges of dealing with payments and clients, particularly in India. Chasing payments can be a frustrating experience, as local companies often prioritise time differently compared to international clients. Another important realisation is that every client has unique characteristics, and there are no inherently bad clients. It is essential to understand their perspectives, foster strong relationships, and maintain effective communication. I’ve also learned that progress is hindered by stagnation, and true growth occurs when we embrace discomfort and confront challenges head-on.

What key strategies do you consider when creating user experiences?

One of the most important strategies for creating user experiences is prioritising research. It is essential to gather sufficient information before developing a strategy or solution. While we may believe we have the answer, a true understanding of what works and what doesn’t only comes through active involvement, implementing solutions, and collecting feedback from customers or clients. Seeking frequent feedback is a valuable strategy, as it enables us to refine and enhance the user experience based on the insights we receive.

If you were to identify some of your strengths and weaknesses, what would they be?

As an experienced professional, I possess strengths in pattern recognition and effective problem analysis. I excel at breaking down complex issues into actionable tasks and finding innovative solutions. I am adept at identifying the right people to handle specific tasks, even outside my expertise. Building positive relationships and fostering a collaborative work environment are also strengths of mine, as they contribute to organisational efficiency. However, I acknowledge a weakness in my emotional attachment to people. This can sometimes affect my objectivity and lead to personal sadness when a team member underperforms. I strive to maintain a balanced perspective in such situations.