Overview
The existing platform had grown organically over five years, accumulating inconsistent patterns and cognitive overhead that slowed down expert users and overwhelmed newcomers alike.
The Problem
User interviews revealed three core friction points: navigation required too many clicks to reach frequent tasks, the information hierarchy didn't match mental models, and there was no unified design language.
Process
We ran three rounds of moderated usability testing with 24 participants across customer tiers. Each round informed a sprint of design work before the next round of testing.
Outcome
After launch, median time-to-first-query dropped from 11 minutes to under 6. NPS among new users improved by 28 points over the following quarter.