Workflow & Experience Architect
Ben Klaiber is the Founder and Principal Workflow & Experience Architect at MMWB Inc., bringing more than 20 years of experience across business operations, management, customer experience, technology, and product development.
Ben's advantage is the ability to see a challenge from multiple disciplines, understand what's preventing progress, and develop solutions that bring the necessary people, processes, and capabilities together, then works alongside organizations to turn those solutions into practical improvements.
Expertise & Approach
The advantage isn’t knowing one discipline exceptionally well. It’s knowing how to bring several together to solve problems others can’t.
Cross-Functional Problem-Solving
Complex problems rarely belong to a single department. Ben draws on experience across management, operations, sales, customer experience, technology, and product development to understand competing constraints, challenge assumptions, and develop solutions that specialists working in isolation may overlook.
Business & Operational Improvement
Identifies the obstacles, inefficiencies, and missed opportunities limiting performance. From persistent operational frustrations to disconnected customer experiences, Ben helps organizations find better ways of working without assuming that expensive new systems or organizational disruption are the answer.
Product & Solution Development
Transforms promising ideas into workable solutions. His experience spans concept development, research, product strategy, technical collaboration, commercialization, and implementation, with particular strength in overcoming the practical obstacles that prevent worthwhile ideas from progressing.
Strategy Through Implementation
Good recommendations mean little if an organization cannot execute them. Ben works across leadership, technical teams, and frontline operations to connect the necessary capabilities, resolve implementation barriers, and turn ideas into improvements that function in the real world.
Professional Background
Principal Workflow
& Experience Architect
As Founder and Principal Workflow & Experience Architect, Ben works with organizations to solve persistent operational challenges, develop better customer and employee experiences, and turn promising but stalled ideas into workable solutions.
Drawing on more than two decades of cross-functional experience, he connects business strategy, operational realities, technology, and human behavior to identify opportunities and overcome the constraints that prevent progress.
His approach combines diagnosis, practical creativity, and hands-on implementation, helping organizations achieve meaningful improvements without unnecessary complexity or disruption.
Project Development MGR
(2011–2024)
Led the development of original product concepts from early intellectual property through research, technical validation, commercial positioning, and executive engagement.
The work required coordinating specialists, designing original evaluation methods, navigating technical and commercial obstacles, and translating complex product capabilities into compelling business opportunities.
Notable initiatives included developing novel concussion-reduction testing procedures, presenting technology directly to Under Armour executives at their Baltimore headquarters, and establishing development pathways extending from initial concepts toward commercialization and licensing.
Notable achievements include conceiving and implementing groundbreaking concussion reduction testing procedures, personally presenting technology to Under Armour executives at their Baltimore headquarters, and establishing end-to-end development processes from concept through licensing arrangements.
Areas of
Maximum Impact
Persistent Business Problems
Recurring operational, customer, or performance issues that have survived previous attempts to fix them.
Stalled Initiatives
Valuable ideas or projects held back by technical, organizational, budgetary, or execution obstacles.
Operational Performance
Identifying practical opportunities to improve capacity, coordination, revenue, and the experience of doing business.
Product & Experience Development
Developing products, services, and customer experiences that solve meaningful problems and can be implemented realistically.
Cross-Functional Execution
Bringing together the right disciplines, people, processes, and capabilities to accomplish objectives that no individual team can deliver alone.
Ideas, Analysis & Perspectives
When AI Perfects the Wallpaper But Misses the Meeting
Examines how modern technology prioritizes presentation over operational function. Explores why AI can make lock screens aesthetically perfect but fails to handle basic contextual information like time zones—and what this reveals about how we're building tools. Demonstrates the gap between what AI can do in demos versus what it actually does to eliminate daily friction.
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Why Your Sales Stack Is Making You Work Harder Than You Should
Deep dive into why web-based tools use HTML field structures that fundamentally break text selection and data portability. Shows how NetSuite, Shopify, Talkdesk, and similar platforms create massive workflow bottlenecks by optimizing for data entry rather than data extraction. Includes specific recommendations for one-click export blocks and API integration strategies.
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All Too Human: When Auditing Performance Replaces Performing
Chronicles how a call center restructured Team Leads so 65% of their day was spent auditing each other and their subordinates—resulting in top performer exodus and no metric improvement. Examines the pattern of adding oversight instead of removing friction, and why support and service work requires focus, not documentation theater.
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Why MMWB Isn't Like Other Consultants (And Why That Matters)
Explains the fundamental difference between traditional consulting (clipboards, checklists, recommendations) and MMWB's approach (context, diagnosis, execution). Articulates why companies lose capacity to friction they've stopped noticing, and how MMWB fixes the system so people can finally move.
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The Hidden Cost of "Good Enough" Tools Inside Modern Companies
Explores the hidden productivity tax of tools that work in isolation but fracture when information needs to cross boundaries. Uses real workflow analysis to show how five minutes per invoice across a team compounds to nearly one full-time employee doing nothing but manual reformatting. Provides diagnostic framework for identifying coherency gaps.
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Ideas Made Tangible.
The MMWB Workshop is where overlooked opportunities become working concepts. From rethinking everyday software experiences to developing new approaches to complex problems, these projects demonstrate how cross-functional thinking, practical creativity, and implementation come together.
Visit the workshop →
Making Things Better: Timeless Lessons From Steve Jobs on Fixing What's Broken
Published December 2025
Making Things Better explores the practical methods behind recognizing overlooked opportunities, challenging conventional assumptions, and turning ambitious ideas into achievable solutions.
Drawing on documented decisions from Steve Jobs's career, the book examines how complex problems can be approached across disciplines, how constraints can become opportunities for better solutions, and why successful execution often depends on understanding the relationships between technology, business, and human experience.
