SaaS and Cloud Technology Company

In six months, I established an experience foundation for a suite of applications, and delivered beyond the original scope.

The Situation

The client provided SaaS and cloud-based tools for collaboration and IT management. Its internal and customer-facing systems had been designed at different points in time, resulting in inconsistent navigation patterns, information architecture, and interaction models. Support and marketing systems, including Salesforce, operated on a separate technology stack without a cohesive experience language.

How I Worked

Assessed two primary gaps: systems design and interaction design, including navigation and interaction patterns.
Interviewed operational and client-facing support teams to understand customer pain points from the people who heard about them every day.
Developed an MVP experience vision while leading discovery across personas, sitemap analysis, research sessions, and current- and ideal-state journey mapping.
Delivered a new component system that established a structural foundation for the broader product suite.

What Followed

The team created an improved user experience and a scalable structural foundation for the suite. Beyond the original contractual scope, we also delivered UI designs for a Customer Self-Service Portal and an Internal Service Portal, along with information architecture recommendations for future-state navigation and functionality.