Staircase
2021 - 2023
User Research, Wireframes, Web Applications, SAAS, UX design, Branding, Illustration
Overview​
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Staircase is a SaaS platform that leverages AI to provide real-time insights on customer engagement for large enterprises managing multiple clients. The goal was to create a seamless user experience that makes complex data easy to understand and actionable for sales and customer success teams. From the initial idea to the final design, I led the UX from scratch and shaped the product into a robust tool that empowers users with personalized insights and an intuitive interface.
Problem
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In the early stages, the platform had only two basic screens and lacked data visualization. Users were overwhelmed by too much raw information and found it difficult to extract meaningful insights. The result was low engagement and a high churn rate. Our challenge was to make AI-generated data easy to understand while providing a flexible and scalable user interface to accommodate different user needs—whether they wanted a quick overview or deep dives into specific customer metrics.
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Solution
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1. Redesigning the Dashboard
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The dashboard became the heart of the product. My design strategy focused on presenting data in a way that allowed users to grasp high-level insights at a glance while having the flexibility to dig deeper when necessary.
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Top Section: I introduced a section that highlights key performance indicators (KPIs) like customer engagement levels, churn risk, and renewal opportunities. This allowed users to see the most critical data immediately upon logging in.
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Detailed Data Below: Beneath the insights, I added a data table where users can filter, sort, and analyze more detailed information. This combination of high-level metrics and detailed data ensures both executive summaries and in-depth analytics are readily available.
2. Enhanced Reporting Tools
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I focused on turning the report page into an actionable space for sales and customer success teams. Previously, users struggled to understand the data and lacked clear visualizations.
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Data Visualization: I designed easy-to-read charts and graphs that break down complex data into digestible formats, focusing on customer health metrics, engagement trends, and performance indicators.
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Automated Reports: Automated AI-generated reports now allow users to instantly access insights without manual data collection, making them more efficient.
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3. Streamlined Onboarding
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User adoption is critical for any platform, so I completely overhauled the onboarding flow to make it as frictionless as possible.
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Interactive Onboarding: I designed a step-by-step interactive guide that introduces users to the platform in simple stages, with contextual help at every step.
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Automated Account Setup: To reduce onboarding friction, I introduced an AI-powered automation feature that retrieves customer data from the user’s email, allowing them to set up their account with minimal effort. The AI also analyzes email data to identify customer roles, helping users organize their clients more efficiently.​
4. Visual Cues and Minimalist UI
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Visual Simplicity: Throughout the platform, I used clean, consistent design elements to minimize cognitive load. Visual cues, such as iconography and color-coding, help users focus on the most relevant information without feeling overwhelmed.
Results
The redesigned platform saw a significant increase in user engagement and adoption rates. Sales teams and customer success managers now have a clearer understanding of their clients' needs and behaviors, allowing them to make informed decisions faster. Additionally, the enhanced onboarding flow reduced the time-to-value for new users, while the updated dashboard and reporting tools offered an actionable, data-driven experience.
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Key metrics after the redesign:
Engagement increased by
30%
Churn rate decreased by
40%
Time to value for new users dropped by
40%
Conclusion
Leading the UX design for Staircase from its inception was a challenging and rewarding experience. By focusing on clear data visualization, user-centered design, and AI transparency, I helped create a SaaS product that empowers users to make data-driven decisions with ease.
As I look forward to new opportunities, I am excited to bring this approach to future projects, ensuring that complex problems are solved with simple, user-friendly solutions.
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