SaaS
Redesigning a B2B SaaS platform to scale with users and business needs
Role
Product designer
Type
B2B SaaS Platform
Focus
Usability & scalability
The mission
Redesign a technical B2B punchout platform to make complex workflows intuitive and accessible for a broader user base. The goal was clear: reduce support tickets, lower churn, and create a smoother experience that not only empowered users but also supported long-term business growth.
The process
A collaborative design process where clarity and usability guided every step
01
Understand the challenge and the goals
I explored the existing platform to identify where complexity created unnecessary friction. Support data highlighted common problem areas, while hands-on testing of the workflows helped me map where users were most likely to drop off. Together with the team, we aligned on business goals: reduce support dependency, improve retention, and make the product scalable for future growth.
02
Design the experience
Starting with low-fidelity wireframes, I explored multiple layout and workflow options to quickly validate ideas. These wireframes made it easier to see where the structure could be simplified. From there, I built interactive prototypes that stakeholders could test, which helped surface navigation issues early. Finally, I refined the designs into a polished UI, ensuring accessibility and consistency through reusable components.
03
Learn through feedback
I ran usability tests with the prototypes to observe how users interacted with the new flows. The feedback revealed friction points such as unclear copy and too much visual clutter in certain steps. Iterating on these insights, I fine-tuned navigation, reduced cognitive load, and ensured that tasks could be completed with confidence and minimal support.
04
Deliver the solution
The final designs were prepared with clear documentation for development, supported by a design system to ensure scalability. Accessibility guidelines were embedded from the start, giving the platform a stronger foundation to serve a broader user base while also enabling smoother collaboration between design, devs, and PMs.
The result
