The Challenge
A accounting firm had a functional digital product that users found confusing and frustrating. Support tickets related to usability were eating into margins. User retention was declining, and onboarding completion rates sat at just 40%.
The Solution
User Research and Testing
We conducted interviews with 15 users, identified 23 usability issues, and prioritized fixes by impact. Heatmaps and session recordings revealed where users were getting stuck.
Information Architecture Overhaul
We reorganized navigation, simplified the dashboard, and created clear visual hierarchies. Users could find key features in 2 clicks instead of 5.
Design System Implementation
A component-based design system ensured consistency across all screens. New features could be designed and built 40% faster using shared components.
Results
After launch, the accounting firm saw measurable improvements:
- 50% improvement in user satisfaction scores (NPS: 18 to 52)
- Onboarding completion rate increased from 40% to 78%
- Support tickets related to usability dropped 65%
- Feature development velocity improved 40% with design system
Timeline
The project followed a structured timeline:
- Discovery (Week 1-2): Requirements gathering, stakeholder interviews, and competitive analysis
- Design (Week 3-6): Wireframes, visual design, and prototype testing with real users
- Development (Week 7-14): Iterative builds with weekly demos and feedback rounds
- Launch (Week 15-16): Staged rollout, performance monitoring, and team training
Key Takeaways
- Invest in discovery — Understanding the problem thoroughly before building saved time and money
- Iterate based on data — Post-launch analytics guided prioritization of improvements
- Automate the repetitive — The biggest ROI came from automating tasks staff were doing manually
- Design for users — User testing during development caught issues before they became expensive to fix
Ready for Similar Results?
We help businesses like this accounting firm achieve measurable outcomes with custom ui/ux redesign solutions. Contact us to discuss your project.