we won the client trust
we won the client trust
we didn't just redesign their employee portal— we secured the green light to revamp every single client-facing portal across the organization
we didn't just redesign their employee portal— we secured the green light to revamp every single client-facing portal across the organization
I am very happy with the results, lets have a full buy-in and get all our client facing platforms with this team
CLIENT
I am very happy with the results, lets have a full buy-in and get all our client facing platforms with this team
CLIENT
I am very happy with the results, lets have a full buy-in and get all our client facing platforms with this team
CLIENT
0
0
:
0
0
0
0
:
0
0
0
0
:
0
0
but let’s rewind a bit.
but let’s rewind a bit.
Because this project?
It was nothing like my usual design work.
Because this project? It was nothing like my usual design work.
I barely opened Figma
I barely opened Figma
This was the first project at Deloitte where I never opened Figma. Just Word, Excel… and a whole lot of PowerPoint.
This was the first project at Deloitte where I never opened Figma. Just Word, Excel… and a whole lot of PowerPoint.
but I wasn't alone
but I wasn't alone
We were a global team - 8 from the US, 2 of us from India, plus our manager. We led the charge.
We were a global team - 8 from the US, 2 of us from India, plus our manager. We led the charge.
" And for me, it was the first time I wasn’t designing screens... I was designing how to listen. "
" And for me, it was the first time I wasn’t designing screens... I was designing how to listen. "
the stakes? Public services
the stakes? Public services
Our client was a government body and hence I can’t show screens due to NDA —
But the process? That’s where the story lives.
Our client was a government body and hence I can’t show screens due to NDA —
But the process? That’s where the story lives.
we hunted for patterns
we hunted for patterns
We started with a heuristic evaluation using UI Tenets & Traps—a simple and universal way to explain usability flaws. It’s especially helpful for stakeholders outside design, since it uses plain language instead of heavy design jargon.
For example : we noticed that the navigation was overcrowded and full of abbreviations, which basically defeated the purpose of having a navigation in the first place. This fell under the Clarity tenet.
In the same way, we structured all the patterns we found. These hypotheses then became the foundation for our moderated session questionnaire.
The sessions revealed quite a bit—but honestly, nothing compared to what came next.
We started with a heuristic evaluation using UI Tenets & Traps—a simple and universal way to explain usability flaws. It’s especially helpful for stakeholders outside design, since it uses plain language instead of heavy design jargon.
For example : we noticed that the navigation was overcrowded and full of abbreviations, which basically defeated the purpose of having a navigation in the first place. This fell under the Clarity tenet.
In the same way, we structured all the patterns we found. These hypotheses then became the foundation for our moderated session questionnaire.
The sessions revealed quite a bit—but honestly, nothing compared to what came next.
And then got to work
and then got to work
Once the user group was defined (for this we closely worked with the client representative ) , we crafted every touchpoint:
✅ Pre-Testing Emails
✅ Custom NDA Contracts
✅ Persona-based Moderator Scripts
✅ Post-Session Thank You Notes with next steps
This was my world for weeks — structuring conversations
Once the user group was defined (for this we closely worked with the client representative ) , we crafted every touchpoint:
✅ Pre-Testing Emails
✅ Custom NDA Contracts
✅ Persona-based Moderator Scripts
✅ Post-Session Thank You Notes with next steps
This was my world for weeks — structuring conversations
And then got to work
Once the user group was defined (for this we closely worked with the client representative ) , we crafted every touchpoint:
✅ Pre-Testing Emails
✅ Custom NDA Contracts
✅ Persona-based Moderator Scripts
✅ Post-Session Thank You Notes with next steps
This was my world for weeks — structuring conversations
We began our moderated sessions where
We began our moderated sessions where
the users spoke
the users spoke
Design Manager
Design Manager
Design Manager
Design Manager
We started with small talk, then gently transitioned into scenario testing, and ended with SUS scale questions. We created soft guiding prompts based on the 5E Framework.
We kept all test environments ready, conducted participant sampling, sent pre-testing emails, obtained consent, and set up all backstage work before the moderated testing.
We started with small talk, then gently transitioned into scenario testing, and ended with SUS scale questions. We created soft guiding prompts based on the 5E Framework.
We kept all test environments ready, conducted participant sampling, sent pre-testing emails, obtained consent, and set up all backstage work before the moderated testing.
"We tracked facial expressions, pauses, struggles — everything mattered.
"We tracked facial expressions, pauses, struggles — everything mattered.
and what we heard?
and what we heard?
Changed everything
Changed everything
1 Moderator, 1 User, 1 Observer
Nitish
Jorn
Jorn
10 MODERATED SESSIONS
xxx
1 Moderator, 1 User, 1 Observer
Nitish
Jorn
Jorn
10 MODERATED SESSIONS
xxx
1 Moderator, 1 User, 1 Observer
Nitish
Jorn
Jorn
10 MODERATED SESSIONS
xxx
1 Moderator, 1 User, 1 Observer
Nitish
Jorn
Jorn
10 MODERATED SESSIONS
xxx
One user told us — "A grandparent was caring for two young children — full-time,
But the dropdown only had options for 'mother' or 'father'. No 'grandparent' or 'guardian'
So they couldn’t proceed. The system didn’t fit their family.
That single word meant that their file sat pending. Approval delayed.
Support stalled..
One user told us — "A grandparent was caring for two young children — full-time,
But the dropdown only had options for 'mother' or 'father'. No 'grandparent' or 'guardian'
So they couldn’t proceed. The system didn’t fit their family.
That single word meant that their file sat pending. Approval delayed.
Support stalled..
time to scale it,
time to scale it,
Now that we had a few hypotheses—and uncovered challenges we hadn’t anticipated—it was time to validate them. That’s where moderated testing came in. We chose the types of tests to conduct based on insights gathered from previous activities:
● First-Click Tests to understand findability
● Card Sorting for navigation
● SUS Surveys to measure usability
Over 400 responses gave us the patterns, the data, and the proof.
Now that we had a few hypotheses, and uncovered challenges we hadn’t anticipated…it was time to validate them. That’s where moderated testing came in. We chose the types of tests to conduct based on insights gathered from previous activities:
● First-Click Tests to understand findability
● Card Sorting for navigation
● SUS Surveys to measure usability
Over 400 responses gave us the patterns, the data, and the proof.
TENANT - TRAP
TENANT - TRAP
TENANT - TRAP
TENANT - TRAP
built a user testing report
built a user testing report
We gathered all the data and insight from all the research and combined it all into a comprehensive User Testing Report.
Each page of this report contained :
Issue Title
Issue context
Screenshot - (of the website)
Severity
Recommendation (few quick tips)
Linked to which UI Tenets & Traps
Also included Quantitative data: heatmaps, time taken, survey results and more.
It wasn’t just research. It was a manual for action. We found 7 major issues and 34 minor issues to combat
We gathered all the data and insight from all the research and combined it all into a comprehensive User Testing Report.
Each page of this report contained :
Issue Title
Issue context
Screenshot - (of the website)
Severity
Recommendation (few quick tips)
Linked to which UI Tenets & Traps
Also included Quantitative data: heatmaps, time taken, survey results and more.
It wasn’t just research. It was a manual for action. We found 7 major issues and 34 minor issues to combat
Oldconcept.png
Oldconcept.png
Oldconcept.png
Oldconcept.png
Newconcept.png
Newconcept.png
Newconcept.png
Newconcept.png
And while the report came together, I created a few
And while the report came together, I created a few
early design explorations —
early design explorations
not for delivery, but they helped the client visualize what could be. giving them a peek into the portal’s future.
not for delivery, but they helped the client visualize what could be. giving them a peek into the portal’s future.
From nervous tester to trusted researcher
This one stuck with me
After this, I wasn’t just confident in running user tests, it led me to join the core team that shaped User Research as an offering within our org.
It was the one that taught me:
Be prepared for all scenarios
Sometimes you can have plans A to Z, but things can still go wrong. For example, when our client’s laptop browser wasn’t working, I flipped the script: I shared my screen and asked the client to walk me through it
Throw bias out
It’s very easy, especially when you already know the issues, to unintentionally encourage the client to say what you want to hear.
To avoid this, I ran test runs, and whenever I caught myself asking a leading question, I started over. I also imagined the type of questions I would ask if I were building a site of my own, purely from scratch and guided only by research.
Nothing is small
An asterisk not being present where it should be can significantly delay the completion of a form. A small thing, right?
But in certain situations, it’s not something to ignore. So we made sure it was clearly highlighted and consistently reinforced.
From nervous tester to trusted researcher
From nervous tester to trusted researcher
This one stuck with me
This one stuck with me
After this, I wasn’t just confident in running user tests, it led me to join the core team that shaped User Research as an offering within our org.
It was the one that taught me:
After this, I wasn’t just confident in running user tests, it led me to join the core team that shaped User Research as an offering within our org.
It was the one that taught me:
Be prepared for all scenarios
Sometimes you can have plans A to Z, but things can still go wrong. For example, when our client’s laptop browser wasn’t working, I flipped the script: I shared my screen and asked the client to walk me through it
Be prepared for all scenarios
Sometimes you can have plans A to Z, but things can still go wrong. For example, when our client’s laptop browser wasn’t working, I flipped the script: I shared my screen and asked the client to walk me through it
Be prepared for all scenarios
Sometimes you can have plans A to Z, but things can still go wrong. For example, when our client’s laptop browser wasn’t working, I flipped the script: I shared my screen and asked the client to walk me through it
Throw bias out
It’s very easy, especially when you already know the issues, to unintentionally encourage the client to say what you want to hear.
To avoid this, I ran test runs, and whenever I caught myself asking a leading question, I started over. I also imagined the type of questions I would ask if I were building a site of my own, purely from scratch and guided only by research.
Throw bias out
It’s very easy, especially when you already know the issues, to unintentionally encourage the client to say what you want to hear.
To avoid this, I ran test runs, and whenever I caught myself asking a leading question, I started over. I also imagined the type of questions I would ask if I were building a site of my own, purely from scratch and guided only by research.
Throw bias out
It’s very easy, especially when you already know the issues, to unintentionally encourage the client to say what you want to hear.
To avoid this, I ran test runs, and whenever I caught myself asking a leading question, I started over. I also imagined the type of questions I would ask if I were building a site of my own, purely from scratch and guided only by research.
Nothing is small
An asterisk not being present where it should be can significantly delay the completion of a form. A small thing, right?
But in certain situations, it’s not something to ignore. So we made sure it was clearly highlighted and consistently reinforced.
Nothing is small
An asterisk not being present where it should be can significantly delay the completion of a form. A small thing, right?
But in certain situations, it’s not something to ignore. So we made sure it was clearly highlighted and consistently reinforced.
Nothing is small
An asterisk not being present where it should be can significantly delay the completion of a form. A small thing, right?
But in certain situations, it’s not something to ignore. So we made sure it was clearly highlighted and consistently reinforced.
We presented the findings to the client three times —
The result?
The result?
A full win.
We came in looking for usability insights. What we got was clarity, empathy — and a team that truly listened. What started as a user testing engagement for our employee portal turned into something much bigger: a strategic partnership to redesign every client-facing experience across our organization. This story captures how thoughtful research, the right questions, and a deep understanding of people unlocked more than just feedback — it built trust.
I am very happy with the results, lets have a full buy-in and get all our client facing platforms with this team
CLIENT
We came in looking for usability insights. What we got was clarity, empathy — and a team that truly listened. What started as a user testing engagement for our employee portal turned into something much bigger: a strategic partnership to redesign every client-facing experience across our organization. This story captures how thoughtful research, the right questions, and a deep understanding of people unlocked more than just feedback — it built trust.
I am very happy with the results, lets have a full buy-in and get all our client facing platforms with this team
CLIENT
We came in looking for usability insights. What we got was clarity, empathy — and a team that truly listened. What started as a user testing engagement for our employee portal turned into something much bigger: a strategic partnership to redesign every client-facing experience across our organization. This story captures how thoughtful research, the right questions, and a deep understanding of people unlocked more than just feedback — it built trust.
I am very happy with the results, lets have a full buy-in and get all our client facing platforms with this team
CLIENT
We came in looking for usability insights. What we got was clarity, empathy — and a team that truly listened. What started as a user testing engagement for our employee portal turned into something much bigger: a strategic partnership to redesign every client-facing experience across our organization. This story captures how thoughtful research, the right questions, and a deep understanding of people unlocked more than just feedback — it built trust.
I am very happy with the results, lets have a full buy-in and get all our client facing platforms with this team
CLIENT
Powered By
People
Ashwarya Joshi
Prajna Gogineni
Platform
Figma
Framer
University
Chat GPT
Figma
Framer University
GPT
Would you like to view the next case study?
Dell
UX Design
UX Design
UX Design
UX Design
Workshop Facilitation
Workshop Facilitation
Workshop Facilitation
Usability Testing
This case study showcases how we redesigned a complex enterprise platform to simplify supply chain workflows, reduce operational friction, and improve efficiency across the organization
Before you go,
check out these links
Contact
Before you go,
check out these links
Contact
Before you go,
check out these links
Contact
Before you go,
check out these links
Contact