Delogue PLM · 2025

Delogue PLM · 2025

Designing Clarity: Restructuring a complex B2B service around real-world workflows

From Complexity to Clarity:
Reshaping Information Architecture for Better UX

Delogue PLM was losing trust during demos. The product had grown around internal logic, not user workflows - making onboarding slow and the platform hard to navigate. I led a 4-month initiative to restructure the entire experience around how users actually work.


Role

Lead Product Designer
within a product team

Scope

Information Architecture, UX Design, Service Design, User Research

Impact

Reduced onboarding friction significantly

Increased user efficiancy & satisfaction

Established a scalable design system

problem

A platform build for the company,
not the user

Understanding
the status-quo

Years of feature additions had created a patchwork experience. Navigation reflected the org chart, not user workflows. New users faced cognitive overload - too many options, no clear path. For the business, this meant longer onboarding, more support requests, and deals lost during demos when prospects couldn't see how the tool fit their work.

Uncovering navigation insights through workflow mapping and JTBD analysis.

Goal: Aligning the findings with our product vision and design principles

- Aligned product direction by collaborating with Customer Success and Sales
- Improved feature adoption through on-site visits and data-driven workflow insights
- Enhanced information architecture by identifying user logic via card sorting exercises.

before: outdated design, fragmented structure:

Uncovering navigation insights through workflow mapping and JTBD analysis.

Goal: Aligning the findings with our product vision and design principles

- Aligned product direction by collaborating with Customer Success and Sales
- Improved feature adoption through on-site visits and data-driven workflow insights
- Enhanced information architecture by identifying user logic via card sorting exercises.

overwhelming

Faster
Onboarding

Unnecessary information distracted from the task at hand, causing decision fatigue.

misaligned

Boosted
Efficiency

Workflows didn't match how users actually operated, increasing churn risk.

frustrating

Scalable
Design

Information overload led to stress, errors, and a lack of trust in the platform.

a color coded UX-audit surfaced the core issues at glance

discovery

Mapping real workflows before
touching a screen

Understanding
the status-quo

Before designing anything, I ran workflow mapping sessions and JTBD analysis across teams. I collaborated with Customer Success and Sales to understand where users got stuck.
On-site visits and card sorting exercises revealed that users' mental models were fundamentally different from the platform's structure.

Uncovering navigation insights through workflow mapping and JTBD analysis.

Goal: Aligning the findings with our product vision and design principles

- Aligned product direction by collaborating with Customer Success and Sales
- Improved feature adoption through on-site visits and data-driven workflow insights
- Enhanced information architecture by identifying user logic via card sorting exercises.

key decisions

Three decisions that shaped
the re-design

Understanding
the status-quo

decision

Default to relevance, not flexibility

Understanding
the status-quo

The problem: Users faced empty tables and had to manually configure filters and columns every time - a high-effort start that led to frustration and abandonment.

What I decided: Instead of giving users a blank canvas, I designed default views based on usage data and user profiles. We pre-selected the most relevant data points for each role, so users saw what mattered immediately.

The trade-off: We chose personalization over customization. This meant less initial control for power users - but testing showed the majority completed tasks faster when we reduced choices upfront. Power users could still save custom views.

Uncovering navigation insights through workflow mapping and JTBD analysis.

Goal: Aligning the findings with our product vision and design principles

- Aligned product direction by collaborating with Customer Success and Sales
- Improved feature adoption through on-site visits and data-driven workflow insights
- Enhanced information architecture by identifying user logic via card sorting exercises.

decision

Hide depth, surface clarity

Understanding
the status-quo

The problem: All product information was displayed at once - primary specs, secondary metadata, and tertiary details all competing for attention on the same screen.

What I decided: Instead of giving users a blank canvas, I designed default views based on usage data and user profiles. We pre-selected the most relevant data points for each role, so users saw what mattered immediately.

The trade-off: We chose personalization over customization. This meant less initial control for power users - but testing showed the majority completed tasks faster when we reduced choices upfront. Power users could still save custom views.

Uncovering navigation insights through workflow mapping and JTBD analysis.

Goal: Aligning the findings with our product vision and design principles

- Aligned product direction by collaborating with Customer Success and Sales
- Improved feature adoption through on-site visits and data-driven workflow insights
- Enhanced information architecture by identifying user logic via card sorting exercises.

decision

Reduce options to reduce errors

Understanding
the status-quo

The problem: Users saw all available actions at once, regardless of context. This led to decision fatigue and frequent errors - users chose wrong actions because everything looked equally available.

What I decided: I scoped actions to each workflow state, revealing options contextually. Users were guided step-by-step rather than presented with everything at once.

The trade-off: Risk of users feeling limited. But by pairing contextual actions with clear next-step suggestions, we maintained a sense of control while dramatically reducing support tickets related to "wrong" actions.

Uncovering navigation insights through workflow mapping and JTBD analysis.

Goal: Aligning the findings with our product vision and design principles

- Aligned product direction by collaborating with Customer Success and Sales
- Improved feature adoption through on-site visits and data-driven workflow insights
- Enhanced information architecture by identifying user logic via card sorting exercises.

Overwhelming

Unnecessary information distracts from the task at hand.

Misaligned

Lack of personalization in workflows increases churn.

Stress & Frustration

Information overload leads to stress, errors, and lack of clarity.

retrospective

From confusion to confidence

Understanding
the status-quo

to

faster onbarding

Faster
Onboarding

Reduced onboarding friction through intuitive, task-driven navigation. Customer Success reported onboarding calls dropped significantly.

higher efficiency

Boosted
Efficiency

Streamlined content and reduced cognitive load - addressing the time-pressured environment users operate in, leading to higher satisfaction.

scalable base

Scalable
Design

Established a component-based system that reinforced the new IA through consistent patterns - making future features faster to ship.

key insight

"Redesigns are change management.
Leading a core restructuring within a
beta launch required aligning
cross-functional teams and navigating
resistance to change - the hardest design
problem wasn't the interface, it was
getting people on board."

Understanding
the status-quo

more about me

explore next work

Charlotte Kleckers

Copenhagen