Designing a new settings framework for the most complicated, neglected part of the Mindbody B2B platform. I introduced a new way for users to navigate and learn, relying on search for returning users, with a vastly improved experience for onboarding users. Settings-related support cases fell 38% year over year.
Settings was where two decades of platform complexity became visible — roughly 600,000 visits a month against 87 destinations, which was especially painful for onboarding customers.
I led the IA and search strategy: search for customers who can name the task, a browsable side-navigation framework that made categories of links much more prominent, along with a much more in-depth set of context and guidance for new users to learn their site through.
I also worked directly in code, shipping the side-navigation scroll motion through the engineering workflow because the interaction quality was part of the decision.
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