High level Overview
MY ROLE
Lead UX Designer
PROCESS
Discovery
Wireframing
Prototyping
Validation
TOOLS
Miro
Datadog
Figma
Maze
TIMELINE
July 2024
CONTEXT
This project focused on redesigning Unily’s header and navigation to create a more streamlined, user friendly experience for our clients. The existing navigation was overly complex, lacked customisation options, and presented accessibility challenges. As the lead UX designer, I managed the redesign process from research through to implementation.
To ensure the solutions aligned with both user needs and business goals, I conducted user interviews, collaborated closely with the Customer Success and Implementation teams, and led ideation workshops with senior stakeholders.
IMPACT
✅ 35% increase in task success rates as users were able to find and access key features more easily.
💛 50% increase in overall user satisfaction, as reported in post launch surveys, with users praising the simplified navigation and customisation features.
🤝 Significant improvement in accessibility, with more users reporting a seamless experience, particularly those using high contrast modes and assistive technologies.
Problem Statement
APPROACH
My design process typically begins with a collaborative brainstorming session that I lead, bringing together various stakeholders such as product managers, developers, customer success, and other key team members. This session helps to align everyone on the project’s goals, challenges, and user needs. From there, I guide the team through the discovery phase, where I showcase conducted research to ensure we fully understand user behavior and preferences. Once the initial concepts are formed, I develop prototypes, which are then validated through usability testing and iterative feedback loops. Throughout the process, I ensure that designs are aligned with business objectives, accessible, and user-centric, continuously adapting based on data and research insights.
PROTOTYPING
We created several low fidelity wireframes to test different navigation structures and layouts, followed by interactive high fidelity prototypes. These prototypes were tested with both internal teams and a select group of clients to validate our solutions. The feedback was instrumental in refining the design, ensuring that the new navigation system met both usability and business objectives.
🚧 Roadblocks
One of the primary challenges was balancing simplicity and accessibility with the need to provide access to a wide array of features, given the complexity of enterprise client needs. Some users were power users who needed quick access to advanced tools, while others preferred a more streamlined experience.
SOLUTION
To address this, we implemented a dual layer navigation system. The primary navigation was simplified for everyday tasks, while a secondary navigation was introduced for advanced features. This allowed power users to quickly access tools without cluttering the experience for more casual users. We also introduced a customizable apps and tools section in the header, allowing users to tailor the navigation to their specific needs.
✅ Testing and Validation
USABILITY TESTING
After the redesign, we conducted usability testing with enterprise clients to measure the effectiveness of the new navigation system. We focused on key metrics such as task success rate, time on task, and user satisfaction.
METRICS
The results were overwhelmingly positive:
Task success rate increased by 35%, as users could more easily find and access the features they needed.
Time to complete key tasks was reduced by 30%, demonstrating the increased efficiency of the new navigation system.
User satisfaction surveys revealed a 50% improvement in overall satisfaction with the platform’s usability, particularly regarding ease of navigation.
🚀 Outcome and Impact
BUSINESS IMPACT
The redesigned header and navigation system significantly improved user engagement with the platform. With the reduced time to complete tasks and increased task success rates, clients reported higher employee productivity and satisfaction. This not only led to improved client retention but also positioned Unily as a more user friendly solution in a competitive market.
USER IMPACT
Users now had a clearer, more intuitive way to navigate the platform, allowing them to focus on their work without getting bogged down by a confusing interface. The customizable favorites feature was particularly well received, with many users praising the ability to personalize their experience.
💬 Reflection and Learnings
KEY TAKEAWAYS
This project reinforced the importance of balancing simplicity with the need for advanced functionality in an enterprise setting. It also underscored the value of iterative testing and continuous collaboration with both users and engineering teams to create a scalable, intuitive design.
NEXT STEPS
Going forward, we plan to gather more long term usage data to continue refining the navigation system as new features are added. We are also exploring ways to integrate AI powered search capabilities within the header to further streamline the user experience.
To ensure we approached the redesign with a deep understanding of user pain points, I developed a comprehensive research plan. This involved gathering both qualitative and quantitative data to inform our design decisions. Our main objectives were to identify where users encountered friction in the existing navigation and determine what key features needed to be more accessible.
1. Measuring Success
The navigation was overly complex, leading to user frustration and inefficient task completion. We received feedback on poor design and multiple customisation requests from clients, particularly around the header. The business goal was to simplify the user experience and improve navigation. As lead UX designer, I oversaw research, testing, and implementation.
To measure the success of the redesign, we established and tracked specific UX and business metrics from the outset. These included key performance indicators (KPIs) such as task completion times, navigation efficiency, and overall user satisfaction, along with business-focused metrics like user engagement, retention rates, and time spent on key features. By setting these benchmarks prior to implementation, we were able to quantify the impact of the redesigned header beyond just subjective user feedback. This data-driven approach allowed us to clearly assess how the new design improved user experience and aligned with broader business goals, ensuring measurable success.
RESEARCH PLAN DEVELOPMENT
UX KPIS & Business-Focused Metrics
2. Understanding the Problem
💡 KEY FINDINGS
The research for the header redesign revealed several key insights:
1. Clients emphasised the need for flexibility and customisation, as the previous header was too rigid to meet specific organisational needs.
2. Feedback from Customer Success showed that users often found the navigation too complex, reinforcing the importance of simplifying the structure.
3. Competitor research highlighted the effectiveness of streamlined headers focused on essential actions.
4. Card sorting exercises demonstrated a user preference for logically grouped items, while analytics confirmed that core features received the most interaction, with secondary items frequently overlooked.
5. Accessibility testing uncovered several bugs, underscoring the need to address inclusivity and ensure compliance with accessibility standards.
6. Additionally, enterprise clients requested role-based personalisation, indicating a need for a dynamic header that adapts to different user roles.
These findings informed the redesign, resulting in a more user-friendly, flexible, and accessible solution that meets both client and user needs.
For the discovery phase of the header redesign, I collaborated with Customer Success and Implementation teams to gather insights on common customisations, user needs and pain points. I conducted competitor research to identify industry standards and best practices for header and navigation design. Additionally, I performed card sorting exercises to understand user preferences and organise information effectively. By analysing user behaviour through available analytics, I ensured the design decisions were data-driven and aligned with user patterns, setting the foundation and baseline for an optimised and intuitive header experience.
DISCOVERY IN A NUTSHELL
3. Design Process
