Duration : 4 months
Tools used : Miro, Xmind, Confluence, Sketch, Pendo
Enabling implementation teams to seamlessly export and import configurations across platforms—reducing manual effort, errors, and deployment delays.
My contribution
Design an XP from scratch
Lead user research
Monitor UX performance after 6 months
Document & share knowledge
UX KPIs
✔️ Build users trust in a complex critical duplication process
✔️ Reduce error rate near 0
✔️ Exceeding user adoption to 96% —> target 70%
Product design goals
✔️ Reduce time to live from 10 days to hours
✔️ Broader user adoption
✔️ Scalable design aligned with quarterly API delivery
Collaboration team
Alexandra L.
Product Owner
Thomas L.
Full stack dev.
Louise J.
SME
Manon P.
Junior IPM
Erwan R.
Senior IPM
Jérémy C.
Manager IPM
Priscilla M.
Junior PGLS
Background
Transitioning from the testing platform to production, required a manual and time-consuming duplication of all settings, workflows, processes, business rules and configurations.
This effort, spread across 4 separated tools and products, required up to 10 working days for both products (assuming everything runs smoothly) and carried a high risk of human error for the team. On average, each product of a customer have 10 processes, with up to 100 rules to ensure accuracy and function settings.
This complexity highlighted the need to design a reliable, efficient and reassuring user experience to support new UX & UI and high-stakes implementation.
Pain points identified
Implementation team
internal users
Hard to track what has been duplicated vs. pending items
Heavy amount of repetitive tasks
High risk of human errors
Issues hard to detect and resolve
Lack of trust (poor traceability & lot of issues)
End users
customers
Delays before accessing their production environment
Risk of encountering errors only after go-live, impacting 1st impression and trust
How I arrive at design solutions ?
Confirm the scope
Based on documentation, interviews with SME
To design a scalable and usable duplication experience, I first developed a deep understanding of the logic and workflow involved in platform creation.
Grasp the logic and workflow of a platform creation
Identify the reasons of duplicating a platform
Map the mental models
Validate my understanding with stakeholders
Users primarily duplicate platforms to ensure a smooth transition from staging to production, with minimal risk and maximum consistency.
Key insight: The implementation team uses log_as to double-check their duplicated configuration which is non-compliant work-around, time-consuming with low reliable action.
Keep in mind the technical constraints
Select MVP* with Alexandra the PO
*minimal viable product
To reduce time-to-value and align with dev' cycles, I led the effort to prioritize and define the MVP scope based on:
Ready-to-use APIs
Items that act as the starting point of dependency chains
Items that are most time-consuming to replicate manually
Then, engage & request API dependancies with other teams to prepare new increments and adapt UI
Ideate in teams
Based on existing documents & workshops
+2 focus group of 6
Using Miro, we mapped flows with mental models. We:
Analyzed and leverage previous work
Created simple, sequential export/import flows
Defined key zonings (e.g. alerts, actions)
Highlighted key themes and concepts
Identified the most logical entry point for the feature in the platform navigation
Iterated on early concepts directly with future users
Shortlist design solutions
From workshop & personal work
Implement the export of configuration as a shopping cart experience, where users pick items, read key info, and review the summary prior to JSON file creation.
Design the screen to show all export configurations upfront for user tests
Adapt and scale the design quarterly as new APIs are released
Highlight the environment and platform name on the export/import page to prevent configuration errors and accidental overrides.
Subcategorized items based on internal structure (not customer UI), aligning with how teams think and work
Use the "new feature" label to bring attention to its launch on a dull landing page
Amount of items configured + access point of the feature
Shopping cart style of selection +
Environment badge always present
Connect your site to the most popular apps out there.
User tests results, feedbacks & design reviews
5 guerilas testing
Test the usability of the entire configuration duplication (export/import)
Validated concepts:
"New feature" label improved visibility of the feature
Microcopy was clear and well understood
Users found the vertical navigation and categorization intuitive
Platform environment displayed helped build trust
Reading configuration details was liked
Improvement to apply :
From scratch
Final solutions
Export configuration
The implementation team (IPM & PGLS) select items and configurations to be exported into a JSON file.
This file can then be imported into another environment or customer platform for consistent setup.
Import configuration
Users upload the previously exported JSON file. They review item counts & timestamps to decide whether to override existing configurations.
If errors are detected, users can retry failed imports. The overall process is realized straightforward so files are not mixed up.
⚠️ Data based on Pendo's data analysis
Impact and results
This brand new feature was built from scratch to address a critical operational gap. Previously inexistent, it now enables teams to reliably duplicate complex configurations—turning a high-risk, manual task into a streamlined, scalable and confident workflow.
The feature quickly proved its value beyond its original scope—customers began using it to replicate configurations across client platforms during new project launches. This unexpected adoption led us to partner with the sales team, align on shared KPIs, transforming a support tool into a cross-team asset.