Workflow & Experience Architect
Ben Klaiber is the Founder and Principal Workflow & Experience Architect at MMWB Inc, where he's spent twenty years helping organizations fix broken systems before they break the people using them.
Ben's approach challenges the conventional consulting model. He doesn't audit performance. He identifies the friction dragging metrics down and stays until everything's fixed and teams can deliver their full performance without compensating for broken workflows.
Expertise & Approach
"This isn't about inspiration or vision. It's about making work.. work."
Operational Systems Architecture
Twenty years of end-to-end operational analysis across CRMs, ERPs, and support platforms. Ben connects customer experience, internal processes, technology, and day-to-day human realities into coherent operational frameworks that support execution instead of undermining it.
Cross-System Alignment
Specializes in identifying where systems fracture at integration points—where information that exists perfectly in one tool becomes unusable in the next. Eliminates revenue leakage and process failures by rebuilding the handoffs that determine whether workflows actually function.
Executive Advisory
Serves as trusted advisor to leadership during complex technology and organizational change. Helps organizations make clearer decisions, move with confidence, and avoid reactive measures like layoffs by addressing root causes rather than symptoms.
Workflow Friction Diagnosis
Sees operational friction the way a compass reads true north. Identifies where tools designed in isolation break the moment information needs to cross boundaries, and rebuilds infrastructure so teams can execute without constant compensation.
Professional Background
Principal Workflow
& Experience Architect
Leading the strategic transformation of MMWB into a focused operations and systems consultancy. Works directly with executives and frontline teams to identify performance breakdowns, understand persistent failures, and rebuild systems supporting effective execution.
Delivers measurable outcomes: smoother execution, stronger teams, and systems that support daily operations instead of creating operational drag.
Project Development MGR
(2011–2024)
Transformed raw intellectual property into market-ready products through strategic refinement, team coordination, and executive-level partnerships.
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
Revenue Recovery:
Identifying where revenue leaks through broken handoffs and system gaps that create billing errors, missed opportunities, and customer attrition
Capacity Optimization:
Eliminating the hidden tax of tools that require constant human compensation, recovering full-time-equivalent capacity lost to manual workarounds
Tool Coherency:
Fixing systems that work perfectly in isolation but fracture when information needs to move, ensuring clean handoffs between platforms
Workflow Architecture:
Designing operational frameworks where customer experience, internal processes, and technology align to support execution instead of undermining it
Cross-Department Alignment:
Connecting sales, support, marketing, and operations so systems serve the entire organization, not just individual departments
Notable Articles on UX and the cost of bad systems
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.
Read more.
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.
Read more.
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.
Read more.
Making Things Better: Timeless Lessons From Steve Jobs on Fixing What's Broken
Published December 2025
No mythology, just method that translates them into actionable frameworks for you.
The book focuses on forensic problem-solving, strategic arrangement, and human-centered design.
It shows leaders how to diagnose what's actually broken (not what people say is broken), rebuild systems that serve people instead of requiring people to serve them, and make execution possible by fixing infrastructure rather than adding oversight.