Signed in as:
filler@godaddy.com
The legacy navigation in DASH (DaySmart Recreation) was difficult to use for new and infrequent users, requiring deep system knowledge or exact terminology to access key features. This limited self-service, increased support dependency, and created friction during onboarding.
Redesign the primary navigation to improve discoverability, streamline access to core workflows, and create a more intuitive experience for all users—especially those new to the platform.
Role
Solo UX Designer, UX Researcher
Timeline
Q3 2023 - Q4 2023
Research
Understanding the Landscape
DaySmart Recreation’s horizontal navigation was optimized for long-time users who already knew system terminology or menu placement. However, new and infrequent users struggled to find features or complete common tasks without assistance.
To understand the problem, I partnered with the Product Manager to review behavioral data in Pendo, identifying underutilized features and confusing patterns. I also collaborated with the Director of Customer Experience to gather qualitative feedback from internal teams and support channels.
Insights from User Behavior
- Many users relied on habitual paths, even when more efficient options were available
- Key workflows were buried under vague or inconsistent labels
- Self-service was limited due to lack of discoverability
- New users had difficulty navigating unless they already knew the system structure
Define
Defining the Problem
The existing navigation system was rigid, unintuitive, and difficult for new users to explore. It required users to know exact feature names or use an unreliable search bar, which reduced efficiency and increased reliance on support.
Problem Statement:
How might we improve navigation discoverability so that new and infrequent users can find and complete tasks without relying on prior system knowledge or external help?
Design
Iterating on Structure & Clarity
Based on research findings, I led a comprehensive redesign of the navigation system with a focus on clarity, consistency, and accessibility.
Key design changes included:
Improved Information Architecture
- Reorganized primary navigation to better group related features
- Introduced dropdown menus for Cash Register and Calendar, surfacing more functionality at a glance
Clearer Labels & Menu Items
- Refined vague menu copy for clarity and user comprehension
- Added icons to indicate when links open in a new tab
- Included registration types directly within dropdown menus for faster access
Role-Based Navigation
- Added a dedicated Admin Tools dropdown to reduce clutter for standard users and streamline access for advanced users
Enhanced Search Functionality
- Introduced dynamic placeholder text to guide users on search strategies (e.g., name vs. ID)
- Simplified the behavior of the search field to make it more predictable and efficient
UI & Accessibility Enhancements
- Fixed inconsistent active state highlighting
- Improved color contrast and interactive states to ensure better accessibility
Throughout the process, I collaborated closely with the Product Manager and UX peers, iterating based on feedback and preparing a high-fidelity prototype for testing.
Validate
Usability Testing with Maze
Usability Testing with Maze
Usability Testing with Maze
We ran a six-task remote usability test using Maze, targeting over 50 admin users through Pendo and follow-up email outreach.
Key Takeaways
Usability Testing with Maze
Usability Testing with Maze
- No major usability issues were identified
- Most deviations resulted from users following established habits or being asked to complete unfamiliar tasks
- Test confirmed that the new navigation was more discoverable and user-friendly, especially for users without deep product knowledge
Brand Strategy Project
Usability Testing with Maze
Brand Strategy Project
Developed a comprehensive brand strategy for a tech startup. The project included market research, brand positioning, and brand messaging.
What I'd Do Next Time
While qualitative feedback was strong, I would prioritize more quantitative success metrics to measure the full impact of the redesign.
Metrics I’d Like to Capture:
- Time-on-task before vs. after the redesign for key workflows
- Search usage frequency and success rate
- Reduction in support tickets related to navigation or feature discovery
- Changes in NPS or customer satisfaction scores post-launch
- Click path analysis to confirm users follow the intended journeys
Participant Pool Improvements
Recruiting new users for testing proved difficult, but future efforts should include them to better evaluate onboarding effectiveness