Project management tool for fintech
I redesigned a feature-dense fintech project tool. 40% drop in support tickets. 2.5x longer sessions. The first redesign in this company's history that actually shipped.
Client
Benchmark
Industry
B2B SaaS · Fintech
Role
Senior UI/UX Designer
Timeline
10 weeks
The Challenge
The product had grown organically over four years. Every feature request had become a sidebar item. Power users tolerated it. New customers churned in week one. Support was eating 60% of engineering time.
The Solution
I didn't open Figma for two weeks. I audited. Eleven customer calls. Fourteen heuristic violations, ranked by support-ticket cost. The audit was the deliverable that unlocked the redesign.
−40%
Support tickets
90 days post-launch vs. prior quarter
2.5x
Session duration
weekly active users, three months post-launch
92%
Satisfaction score
post-launch survey, n=240
01
The Approach
I owned the redesign end to end. Four engineers, one product lead, ten weeks.
The first deliverable wasn't a screen. It was a deck. Every issue in the product, ranked by how often it showed up in support tickets, with a fix proposed and an estimate beside it.
Once the team agreed on what was getting cut, the redesign took itself the rest of the way. Subtraction with a paper trail.
02
Key Decisions
01 / 04
Started with a UX audit, not a Figma file. 11 customer calls. 14 documented heuristic violations, ranked by support-ticket cost.
Fixed the top three first. Deferred the rest to phase two with a paper trail.
02 / 04
Sidebar from 24 items down to 6. Reports, dashboards, and exports collapsed into a single workspace. Search took the place of navigation for the long tail.
New users found the right report on the first try.
03 / 04
Filters moved from modal to inline. Filtering happens in the table header now, not in a popover that closed and lost the user's place.
Median time-to-first-insight cut from 90 seconds to 22.
04 / 04
Seven different 'Download CSV' buttons collapsed into one canonical export dialog with proper format options. Engineering agreed. Legal agreed. Nobody missed the others.
One of the top three ticket categories went to zero in week two.
03
The Outcome
We'd been told for two years the product needed a redesign. Two designers tried and stalled. Shahriar walked in, audited it for two weeks, and we had a defensible plan with engineering buy-in. The 10 weeks after that were the first redesign in this company's history that actually shipped on schedule.
David Park
CTO · Client Project
Dashboard board search view — six-item sidebar, global search prominent, clean table canvas.
UI cards with download actions — unified export replacing seven scattered CSV buttons.
What this means
A feature-dense product rarely needs more design — it needs subtraction with a paper trail. The audit deck was the deliverable that bought permission to redesign. Every team I've seen stall on a redesign was missing this step.
04
What I'd Do Next
- Phase two: the report builder. It's the last 'feature pile' surface that didn't fit in this scope.
- Wire the audit into the support tool. Ticket counts should drive the next prioritization automatically, not manually.
- Build a public changelog. Power users want to see what changed; right now they find out by accident.
- Top Rated on Upwork
- 100% Job Success
- $80K+ earned
- 8+ years
Open to senior remote roles.
Full-time employment or long-term contract. Senior Product Designer or Senior UX Designer. Reach me on LinkedIn or by email.
Or email hey@shahriarsultan.com