A complete UX overhaul to reduce onboarding friction, improve navigation clarity, and align the product with a refreshed design system — resulting in a 38% drop in support tickets within two months.
Context
The platform had grown organically over 4 years, resulting in an inconsistent UI and confusing navigation patterns. Users were dropping off during onboarding and generating a high volume of support tickets related to basic feature discoverability.
My role
Lead Product Designer — responsible for user research, information architecture, prototyping, and final UI delivery. Working closely with 2 developers and the Product Manager.
Timeline
6 months from discovery to production, across 3 iterative phases: research, design system consolidation, and feature-by-feature rollout.
Tools
Conducted 12 user interviews and analyzed 6 months of support tickets and session recordings to identify recurring pain points and mental model mismatches.
Mapped all existing UI components, identified inconsistencies, and built a consolidated component library in Figma with clear usage guidelines for the development team.
Built interactive prototypes for 3 key flows, ran unmoderated usability tests with 8 participants via Maze, and iterated based on task completion rates and qualitative feedback.
Delivered annotated specs, edge case documentation, and component tokens directly in Figma. Maintained a close feedback loop with developers throughout the implementation sprint.
−38%
Support tickets related to navigation within 2 months
+22%
Task completion rate on key onboarding flows
80+
Components documented and shipped in the design system
4.6/5
Average usability score across post-launch testing sessions