Scannable Data
Reframed information hierarchy so users could understand performance signals quickly without decoding dense blocks.
Case Study
REVE Chat Analysis & Redesign
Restructuring onboarding and dashboard workflows for a complex enterprise live-chat product.
REVE Chat is a SaaS platform for customer support chat, help desk operations, and analytics. I led a structured UX review across the onboarding lifecycle, benchmarked competitors, and drove dashboard redesign directions that improved product clarity and decision quality.
Context
The project had two business-critical objectives: first, analyze the full new-user journey from signup to early product use and deliver improvement recommendations; second, redesign the dashboard based on those findings to improve usability and engagement.
This was a product-structure challenge in a time-constrained SaaS environment where decisions had to balance user needs, business goals, and implementation realities.
The Problem
The challenge was not visual polish. The deeper issue was fragmented product logic across onboarding and early usage.
New users encountered avoidable friction in form behavior, step continuity, integration clarity, and dashboard actionability. As a result, the experience felt heavier than necessary at the exact moment users were deciding whether to continue with the product.
Complexity
This work involved complexity across:
- Multiple user roles with different priorities: owner, query lead, and support agent.
- High-stakes first-use journey where technical and non-technical users shared the same setup path.
- Limited data environment with no direct analytics access or formal user-research window.
- Need for fast recommendations that could influence both UX direction and implementation sequencing.
Strategic Approach
I used a structured heuristic audit plus competitor benchmarking to create decision-ready redesign guidance.
- Defined role-based user needs and evaluated expected outcomes across each stage of the onboarding lifecycle.
- Completed a step-by-step product walkthrough from signup to dashboard, documenting friction points and missed opportunities.
- Benchmarked REVE against LiveChat and Userlike patterns, then translated findings into practical design recommendations.
Solution Logic
Instead of treating this as a screen-level cleanup, I approached it as a system design problem. The redesign direction focused on making dashboard data scannable, actionable, and relevant to user roles while reducing setup friction for new users.
Actionable Surfaces
Recommended explicit CTAs, custom date controls, and role-relevant shortcuts to turn data into decisions.
Guided Adoption
Proposed clearer setup support, trial communication, and progressive guidance to reduce first-use drop-off risk.
Outcomes
The outcome was a clearer redesign direction for one of REVE Chat's highest-impact product areas. More importantly, the work created a structured evaluation model for identifying and prioritizing UX issues in future product cycles.
- Delivered a full onboarding issue map with specific, step-level recommendations for immediate and near-term fixes.
- Established a more coherent dashboard direction across data hierarchy, channel management, and reporting actions.
- Produced multiple validated UI directions (including dark theme and alternate navigation models) for product evolution.
Preview links from the source case study: V1.1 dashboard, V1.2 new-user dashboard, V1.3 dark dashboard, V2.1 top-nav dashboard, V2.2 dark top-nav dashboard.
Reflection
This project reinforced a leadership lesson: in enterprise products, experience quality depends on workflow structure and decision clarity more than isolated UI improvements.
Even with tight constraints, a disciplined audit approach can expose high-impact design opportunities and create momentum for broader product maturity.