My role Product designer – responsible for discovery, UX strategy, interaction design, visual design, and validation across mobile and web experiences.
Case study View Detailed Case | Download PDF
Overview
ThoughtExchange is a cloud-based, AI-powered engagement platform that enables organizations to gather and act on large-scale community feedback. Through two-way Exchanges, leaders collect input while participants share and evaluate ideas—unlocking collective intelligence for better decision-making.
The Problem
The Leader Experience for creating an Exchange (Survey) was functional but unnecessarily complex, creating friction at the platform’s most critical moment. Instead of feeling guided, leaders felt slowed down—undermining the product’s promise of clarity and collective insight. Feedback from CSM, sales, and customers consistently highlighted confusion and lack of confidence during setup.
Core issues
- Fragmented, multi-step workflow
- Clunky and unintuitive interface
- Excessive navigation and backtracking
- Disconnected setup experience
My Approach & Solution
Through research and journey mapping, I identified decision fatigue and unclear hierarchy within the “Create an Exchange” flow that slowed Leaders down and reduced confidence. Instead of incremental updates, I re-architected the experience around clarity, momentum, and guided decision-making.
Rapid prototyping and usability testing validated improvements to hierarchy, logic, and micro-interactions — simplifying the process without sacrificing flexibility.
After validation, I translated the solution into scalable high-fidelity designs and partnered closely with Engineering to ensure the experience maintained integrity through implementation.
Impacted outcome
The redesign transformed the platform, the core was improved. We successfully:
- Reduced back-&-forth for Exchange creation
- Simplified fragmented setup process
- Modernized the product’s visual presence
- Built infrastructure that scaled