TL;DR Taught an old platform new tricks, without traumatising its loyal users.


Transformed a legacy platform by cutting invisible complexity and aligning it with actual user behaviour. Key results included 23% higher user adoption and streamlined workflows, proving that even rooted systems can evolve without breaking what works.

THE LEARNINGS

THE OUTCOME

Regurlar handoff with figma specs that:

What the data told us

Small changes, results that mattered

Modernising the legacy

THE BUILD

Uncovering hidden friction

THE DISCOVERY

“I've learned to work around it" - said one of our users during a interview. That revealed dangerous adaptation, when frustration becomes routine, the need for change is urgent.

Hours wasted on “workarounds”

Future-state wireflow showed the ideal flow vs. the existing process.

Used legacy color coding (eased stakeholder fears).

Design system documentation

Edge case playbooks (e.g., "When data is missing, guide users instead of erroring").

Responsive breakpoints

2.4x faster task completion for power users

60% reduction in support tickets for core workflows

First-week tickets spiked because we trained support after launch. Now I’d co-create their FAQ during UAT.

By pitching updates as ‘evolution, not revolution,’ we got approval for foundational changes that unlocked future iterations.

Kept familiar triggers (e.g., color codes) while revolutionizing workflows. Users adapted faster when we preserved just enough ‘old’ to feel safe.

43% increase in user adherence

Quantifiable wins

Scalability guaranteed

Design system updated components for accessibility while keeping familiar visual hierarchies.

Current-state wireflow mapped how users actually navigated the platform (revealing "ghost steps" like manual Excel checks).

Wireflows that exposed reality

Their clients craved consistency, but their own teams were: Creating shadow systems (Excel, sticky notes) to bypass the platform.

What the stakeholders were facing

70% drop-off during risk scoring revealed where the platform actively pushed users away.

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Bruna Vargas de Oliveira.