SaaS - Enterprise for PlusPlus
A Cloud CRM company asked for a small UI tweak. The real fix meant redesigning the entire onboarding Track from the ground up.
LMS - LXP
Product Design
The Request vs. The Problem
A client asked to move a feedback button. Fewer than 20% of new hires were finishing onboarding at all.
The Feedback Button That Wasn't the Problem
The stated request was simple: move the feedback button earlier in the Track experience. Digging into the data showed the real problem was far bigger - fewer than 20% of new hires were completing Tracks at all, meaning the requested tweak would have fixed nothing.
As sole designer, Sergio pushed to run discovery before shipping the requested quick fix.
Rather than ship the quick fix as asked, Sergio led the internal case for running proper discovery first, then owned the full process solo: research, diagnosis, interaction design, prototyping, and usability testing across a cross-functional group spanning Engineering, Customer Success, and Power Users.
Redesigning the Track Experience
A full redesign of Track navigation eliminated the friction causing users to abandon before completion.
The solution rebuilt the Track navigation experience end to end rather than patching the symptom, removing the friction points that were causing new hires - roughly 500-600 engineers at the client - to drop off before finishing onboarding.
Results & Impact
100% Track completion, faster ramp time, and a $500K renewal at double the seat count.
The redesign, delivered over a 3-month discovery-to-rollout engagement, took Track completion to 100%, cut first-PR time from 90 to 36 days against a 45-day target, and led to a $500K renewal as the client doubled headcount on the platform from 10K to 20K users.
FAQ
