‍My Role

• Conducted UX research, created a CJM, and clearly showed the team real user needs and problems.
• Designed screens based on real-life scenarios, removing unnecessary features to simplify the interface.
• Presented my solutions, discussed them with the team and users, and improved prototypes based on feedback.
• Helped developers implement the design correctly, checking that everything matched user expectations.
• Used research insights to contribute to product strategy, making sure the solution solves real problems.

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Before

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Task and Where It Started

I was asked to urgently audit an internal tool and suggest improvements. After reviewing existing screens, I had more questions than answers: Who were the real users? What were their roles and priorities?

I prepared a quick audit report and set up a meeting with the Product Owner, analyst, and developer to clarify how things actually worked. While this helped, I realized a deeper dive was necessary.

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To proceed effectively, I shared preliminary interface sketches, described my vision, and requested user interviews. One approved interview quickly grew into a comprehensive research project.

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Research Process and Key Insights

To understand how people actually use the product, I interviewed users from all key roles—consultants, trusted representatives, and program organizers.

During the interviews, I captured their goals, pain points, and how they interacted with the product. I then created a consolidated Customer Journey Map (CJM)  to show the team the full picture of real user behaviour.

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Key Insights

• ‍40% of the product’s features weren’t used at all. Users solved their tasks outside of the system.
• No one used the mobile version, making it unnecessary.
• The role of the HR consultant was unknown to the PO and the development team.
• Users struggled with logging in, causing them to abandon the platform for manual alternatives (calls, emails, documents).
• The interface didn’t adapt to different roles, creating confusion about who should do what.

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Interface and Design Approach

How I approached the solution

The pairing process — forming mentor–mentee groups — is the most critical scenario in Pathway. Without it, the platform loses its core value. To design a system that actually supported this process, I mapped out how roles interact, in what sequence, and who makes key decisions. This helped define the structure of the interface and the essential features for each user type.

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Before conducting interviews, I had already created early sketches that aligned remarkably well with real user needs. These sketches became the foundation for the final concept. I turned the ideas into an interactive prototype and presented key user flows to stakeholders. After collecting feedback, I refined the product:

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Main Enhancements

• Improved the logic for adding users to mentor groups
• Clarified the way participant and mentor statuses are displayed
• Enhanced filtering and sorting options
• Adapted the interface to the real tasks and constraints of each roll

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Design Impact

• I streamlined the product by removing 40% of unnecessary features and dropping the unused mobile version.
• I developed a clear flow for the most complex process — matching mentors and participants — and customized the interface for each user role.
• I presented the prototypes in Figma, walked stakeholders through real scenarios, and improved the design based on their feedback.
• As a result, the team started development directly from my solutions, and the entire product logic became clearer and more aligned with user needs.
• This approach not only improved the user experience but also laid the groundwork for a new internal talent database — a strategic asset for future LeadTrack projects.