CX Platform - Clarity-focused redesign

Turning research data into clear decisions

01 - About

About the project

Context

B2B web platform focused on Customer Experience (CX), which helps service companies measure, analyse and improve the experience of customers and candidates.

Context

B2B web platform focused on Customer Experience (CX), which helps service companies measure, analyse and improve the experience of customers and candidates.

Problem

Although it collected a large amount of data, the platform did not provide a clear, centralised view of the survey results.

Problem

Although it collected a large amount of data, the platform did not provide a clear, centralised view of the survey results.

Approach

I opted for a gradual evolution strategy, distinguishing real usability problems from learned behaviours, with strong technical alignment and continuous validation with experienced users.

Approach

I opted for a gradual evolution strategy, distinguishing real usability problems from learned behaviours, with strong technical alignment and continuous validation with experienced users.

02 - Decisions

Key Design Decisions

Centralising metrics in a single dashboard

Problem: scattered information required excessive navigation to understand search performance
Decision: creation of a central dashboard with a concise overview on first access

Impact

Faster, more strategic analysis of the results

Comparison-oriented view

Problem: difficulty identifying changes and trends over time
Decision: visual structure that allows clear comparison between different periods

Impact

Greater ease for analysis and decision-making

Clarity over complexity

Problem: risk of overwhelming the user with excessive charts and data
Decision: prioritising clarity and quick reading, avoiding complex visualisations

Impact

A more accessible dashboard aligned with the B2B context

03 - Context

Result

The dashboard was successfully delivered and received extremely positive feedback from the client, who highlighted the clarity of the visualisation and the strategic value of the new experience.

As a result, we were invited to continue the redesign of the platform, extending the work begun on the dashboard to other areas of the product.

04 - Impact

My Role

I worked as UX and UI Designer, collaborating directly with the project team.

I was responsible for structuring the dashboard experience, defining the information hierarchy and transforming complex data into clear visualisations, balancing information density and readability.