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

The platform had grown around internal logic, not how people actually use it - making it hard to navigate and easy to get wrong.

I led a 4-month initiative to restructure the entire experience from the inside, working across Product, Engineering, Customer Success and Sales.

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

9,900+ people were using a platform daily that had been built around system logic, not how they actually work. Years of incremental feature additions had created a patchwork - navigation that reflected the org chart, too many options, no clear path forward. The issue wasn't any single screen. It was a structural problem that required stepping back from the interface entirely.

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before: outdated design, fragmented structure: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 starting designing, I ran workflow mapping sessions with users across roles to understand where and why things broke down. The finding that reframed everything: users organised their work around deadlines and team handoffs, while the platform was structured around data categories.

It wasn't a navigation problem - it was a mental model problem.

A colour-coded UX audit made the scale visible to stakeholders at a glance - giving Engineering and Product a shared view of where the system was breaking down before any design decisions were made.

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

"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