Domain:
B2B SaaS | Internal Tools
Context:
Admin Platform | Data-Heavy UI | Workflow management
Role:
Lead Product Designer
Method:
UX Research | Design Systems | Usability Testing | Cross-team collaboration
Task Workflow Creation System (NDA)
A legacy admin tool so complex that non-technical users, which constitute the majority of the actual user base, couldn't operate it independently. Redesigned from the ground up to shift ownership back to the people who needed it most, reducing reliance on technical support and making configuration accessible for any type of user, from first-time ones to internal teams.
results.
The redesign made the system accessible to its full user base for the first time, from technical administrators to less tech-savvy users.
Clients and internal teams reported clearer workflows, fewer misconfigurations, and greater autonomy in managing their own setups.
The patterns and components built for this MVP went on to inform design system improvements that were later adopted widely across the platform.
takeaway.
The system was designed for an idealized profile of users, but those who actually showed up had different mental models and previous knowledge.
Designing for them instead of the assumed profile is what made adoption possible, and it ended up simplifying the experience for everyone, technical or not.
