Overview
The platform includes two core experiences:
- Leader Experience (customer-facing – view project)
- Participant Experience (public-facing)
This case study focuses on the Participant Experience, where I led a full UX transformation, similar to Leader Experience.
(Link to full case study pdf below)
Problem
Two versions were live at the time: the legacy experience and a newer iteration internally called “RUX.” While RUX modernized the UI, into a clean, one page scrolling experience, usability friction remained. My role was to assess both versions, identify gaps, and redesign the experience to feel intuitive from entry to completion.
Through early discovery, three primary issues surfaced:
-
Navigation confusion – Users weren’t sure how to move through the experience.
-
Unclear completion state – Participants didn’t know when they were done or how to return later.
-
Underused “Skip Thought” feature – Data suggested users either didn’t notice it or didn’t understand it.
A deeper issue emerged during testing: participants were confusing the survey question with the Exchange question because both appeared on screen. That overlap created hesitation and misinterpretation.
The experience looked modern — but it didn’t feel effortless.
What I Did
1. Discovery & Testing
I synthesized feedback from Aha!, Gong recordings, and CSM Slack threads, then conducted usability tests with five customers to validate assumptions and observe real friction points.
2. Journey Mapping
Before wireframing, I partnered with a CSM to map the full Participant Journey. This clarified user goals, emotional states, and moments of uncertainty — particularly around progress and completion.
3. Redesign & Validation
I created low-fidelity wireframes that:
- Clarified hierarchy between survey and Exchange questions
- Reframed “Submit” to reduce false-finality (e.g., “Share another thought”)
- Improved visibility of the Skip action
- Reworked the progress indicator to communicate minimum goal vs. required total
Testing with five new users showed stronger navigation clarity and improved confidence, with further iteration on skip behavior and progress messaging.
Impact
- Improved clarity across the Participant flow
- Reduced confusion around prompts and progress
- Increased confidence in completion and contribution
- Strengthened first-time usability
The result: an experience that felt guided instead of ambiguous — making participation easier and more intuitive at scale.
