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Reducing churn with UX/UI

Making intake & onboarding easier by simplifying complex forms, clarifying steps and boosting trust.

Client

ElevateIP, Communitech Corporation

Year

2024

Services

UX/UI Design

Branding

Custom-branded landing page emphasizes professionalism and credibility.

from insight to impact

Users struggling with dev-lead design

Users were overwhelmed: confusing account setup, unclear application flows, and complex onboarding. Admins got many help requests and usability complaints piled up.

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Talking to users clarifies the path forward

A series of usability testing and depth interviews revealed key user behaviors and expectations. Analysis revealed clear and actionable solutions.

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Complete redesign a total success

User flows at the forefront

Designing for key user behaviours and expectations

Emphasizing help and support

Introducing information hierarchy, inline validation, tooltips, and FAQs to guide users through the portal without requiring admin assistance.

Increasing client trust by communicating progress

Progress indicators allow applicants to clearly understand each stage of their journey, building confidence and trust in the process.

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Two-step registration ensures only eligible clients can submit an intake form.

Responsive dashboard provides clear wayfinding and strong calls to action.

Clear guidance sets expectations for every step of the intake process.

Sophisticated intake forms use inline validation, tooltips, and progress indicators for a smooth user experience.

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