Overview
Industry
Healthcare
Region
United States of America
Company Size
500 - 1000 Employees
Featured Solution
UI/UX Redesign
The Context
The customer’s online community had an outdated design and a cluttered interface that demanded significant mental effort from users. This heavy cognitive load not only hampered the user experience but also risked long-term engagement issues. An unintuitive UI and poor responsiveness across devices made it difficult for users—especially new ones—to participate actively. Without swift intervention, these challenges could have led to a declining member base, reduced trust in the community, and ultimately, a negative brand perception.
The Challenge
The primary goal was to upgrade the user experience (UX) through a refreshed community design while reducing complexity. The project also aimed to:
Boosting Visual Appeal and Responsiveness
Elevate the community’s visual branding and address issues with responsive design.
Growing Our Superuser Network
Increase the number of superusers to improve the quality and reliability of responses.
Improving New User Onboarding
Simplify onboarding for new users and boost community traffic.
Enhancing Content Accessibility
Improve content architecture and streamline navigation to support faster content discovery and user satisfaction.
The Solution
To solve these challenges, Grazitti’s UX and community experts partnered closely with the customer to deliver a modern, user-friendly experience. The process was driven by user insights, collaborative planning, and iterative design execution.
Key Steps Included:
- Design RevampDeveloped a fresh, responsive design aligned with the latest UI/UX trends, reducing friction and making interactions intuitive across devices.
- Strategic PlanningOutlined a detailed timeline, deliverables list, and project scope to ensure structured execution.
- User Data AuditConducted a behavioral audit to identify user needs and pain points, enabling experience personalization.
- Collaborative DiscoveryHeld workshops with stakeholders to finalize design and functional requirements.
- Prototype DevelopmentDesigned and tested high-fidelity prototypes with mobile-first responsiveness.
- Implementation & Testing Deployed the new design and conducted User Acceptance Testing (UAT) to validate performance and usability.
The engagement was structured into six distinct phases for focused delivery:
- Responsive Community Launch
- Tribal Knowledge Base (TKB) Implementation
- Content Findability Enhancements
- TKB & Onboarding Improvements
- Gamification Updates – Ranks & Permissions
- Operational Management Enhancements
Business Outcome
With Grazitti’s strategic design and implementation support, the customer successfully redefined their community experience. The new structure offered a clear navigational flow, persona-based content, and personalized CTAs that reduced the cognitive burden on users and encouraged repeat engagement.
After the launch of phase 1, the customer witnessed measurable results:
- 81% increase in mobile visits
- 75% increase in mobile registrations
- 74% increase in unique visitors
- 47% increase in overall registrations
Furthermore, after the launch of Phase 6, here’s what the customer witnessed:
By reimagining their digital community, the customer not only enhanced usability but also set the foundation for sustained growth and user loyalty.
Highlights
17%
Increase in Posts
41%
Increase in Threads
22%
Increase in Accepted Solutions
44%
Increase in Social Views
Conclusion
By modernizing the design and functionality of their online community, the customer significantly improved user engagement, satisfaction, and retention. The strategic UX redesign not only streamlined navigation and boosted mobile responsiveness but also empowered users to participate more actively. With measurable gains across key engagement metrics, the revamped community now serves as a scalable, user-centric platform that drives long-term value and brand loyalty.
Our Resources
Testimonials
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Ping Identity
Marketo Inc.
Our Partners
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