Streamlining Complex Workflows for a Growing SaaS Platform
A comprehensive UX redesign that simplified user workflows, increased user engagement by 85%, and reduced onboarding time by 60%
TLDR: Key Achievements
+85%
User Engagement
Increase
-60%
Onboarding Time
Reduction
-45%
Support Tickets
Decrease
+40%
User Retention
Improvement
The Challenge
WorkflowPro was experiencing significant user drop-off during onboarding and receiving frequent support tickets about workflow complexity. Their enterprise SaaS platform, designed for project management and team collaboration, had grown organically over years of feature additions, resulting in a cluttered interface and confusing navigation. They needed a complete UX overhaul to simplify their core workflows while maintaining all existing functionality.
Our Solution
We conducted extensive user research to identify pain points and core user journeys. The redesign focused on progressive disclosure of features, contextual help, and a simplified navigation structure. We introduced a new dashboard system with customizable widgets, streamlined the project creation process, and implemented an intelligent search feature. The new design maintains full functionality while making it more accessible through better information architecture and user flow design.
Before & After
Before
After
The dashboard was redesigned with customizable widgets and a simplified navigation structure, making it easier for users to access frequently used features.
Before
After
The project creation workflow was streamlined from a complex multi-page process to an intuitive single-page flow with progressive disclosure.
Design Process
1. Research & Discovery
Key Methods
- User interviews (40+ participants)
- Usage analytics analysis
- Support ticket analysis
- Competitor analysis
Key Insights
- Users struggled with feature discovery
- Complex workflows were causing frustration
- Support was mainly for navigation issues
- Users wanted more customization options
2. UX Architecture
5 iterations refined through user feedback
Key Decisions
- Progressive disclosure approach
- Customizable dashboard layout
- Simplified navigation structure
- Contextual help system
3. Visual Design
Tools Used
Design System
Colors
Components
- Dashboard Widget
- Navigation Menu
- Project Card
4. Testing & Iteration
Remote usability testing with 35 participants
Key Findings
- New navigation reduced task completion time by 60%
- Dashboard customization highly appreciated
- Contextual help reduced support needs
- Progressive disclosure well received
Impact & Results
The redesign significantly improved all key metrics related to user engagement and satisfaction. The simplified onboarding process and improved navigation led to higher user retention and reduced support needs.
Business Impact
The improvements resulted in a 40% increase in user retention and a 45% reduction in support tickets, allowing the client to scale their business without proportionally increasing support staff. The reduced onboarding time also led to faster adoption by enterprise clients.
Key Learnings
- •Progressive disclosure is crucial for complex applications
- •Contextual help reduces support needs significantly
- •Customizable interfaces increase user engagement
- •Simplified navigation improves feature discovery
The Team
Alex Chen
Lead UX Designer
Led the redesign strategy and user research
Sarah Johnson
UI Designer
Created the visual design system
Michael Park
Product Manager
Managed stakeholder communication
"The redesign transformed our platform. User feedback has been overwhelmingly positive, and we've seen a significant reduction in support tickets while user engagement has soared. The team's approach to simplifying complex workflows while maintaining functionality was impressive."Jennifer LeeChief Product OfficerWorkflowPro
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