Tl;dr

Sparing you the lengthy but excellent case study, here's what matters:

Outcomes

A disconnected experience made it difficult for cusomers to see enough value to reach the aha moment within our 7 day trail window.

By re-orienting global architecture and navigation, we were able to accomplish several outcomes:

• Align closer with the product vision architecture
• surface key actions in prime visual realestate, leadin to a 4x increase in user invites.🔥
• Significantly reduce manual CX internvention during the trial window by making key resources easier to find
• Significantly increase usability and desireability with better design patterns

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Before / After

Desktop

Here are a couple before/after screens of the largest UI changes (unrelated details are darkened). Check out the flows below to see more detailed annotations and changes in figma ↴

CX dealt with a influx of customer calls for basic resrouces that are in our help docs becuase they were hard to find

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Mobile

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Data tracking

Prototypes / flows

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