User Experience Case Studies

Amazon once made $300M, with just one word. And then… they fixed it by changing “Register” to “Continue.” Let me explain. Amazon had a simple but deadly checkout flow: → Login → Register It completely blocked the user’s momentum. New users got annoyed: “I just want to buy something. Why do I have to register?” Returning users couldn’t remember their login details. Some people had up to 10 different accounts, each with forgotten passwords. What should’ve been a quick purchase became a point of friction, and so users dropped off. Cart abandonment shot up. That’s when Amazon hired a UIE (User Interface Engineer) to solve this. He suggested a tiny fix: Replace “Register” with “Continue” Add one message: “You do not need to create an account to make purchases on our site. Simply click Continue to proceed to checkout. To make your future purchases even faster, you can create an account during checkout.” That’s it. One word + one sentence = less pressure. The result was $300 million in revenue Within a year of this UX tweak: -Purchase completion rate jumped by 45% -The first month saw an additional $15 million in sales -Within a year, it generated $300 million in new revenue At Headspur Technologies, we live for these moments. Quiet, compounding wins are born from deep user understanding. Because great UX is often about removing the one thing that makes people pause. In this case, it was the pressure to “sign up” :) #UX #change #growth

🔎 How To Redesign Complex Navigation: How We Restructured Intercom’s IA (https://lnkd.in/ezbHUYyU), a practical case study on how the Intercom team fixed the maze of features, settings, workflows and navigation labels. Neatly put together by Pranava Tandra. 🚫 Customers can’t use features they can’t discover. ✅ Simplifying is about bringing order to complexity. ✅ First, map out the flow of customers and their needs. ✅ Study how people navigate and where they get stuck. ✅ Spot recurring friction points that resonate across tasks. 🚫 Don’t group features based on how they are built. ✅ Group features based on how users think and work. ✅ Bring similar things together (e.g. Help, Knowledge). ✅ Establish dedicated hubs for key parts of the product. ✅ Relocate low-priority features to workflows/settings. 🤔 People don’t use products in predictable ways. 🤔 Users often struggle with cryptic icons and labels. ✅ Show labels in a collapsible nav drawer, not on hover. ✅ Use content testing to track if users understand icons. ✅ Allow users to pin/unpin items in their navigation drawer. One of the helpful ways to prioritize sections in navigation is by layering customer journeys on top of each other to identify most frequent areas of use. The busy “hubs” of user interactions typically require faster and easier access across the product. Instead of using AI or designer’s mental model to reorganize navigation, invite users and run a card sorting session with them. People are usually not very good at naming things, but very good at grouping and organizing them. And once you have a new navigation, test and refine it with tree testing. As Pranava writes, real people don’t use products in perfectly predictable ways. They come in with an infinite variety of needs, assumptions, and goals. Our job is to address friction points for their realities — by reducing confusion and maximizing clarity. Good IA work and UX research can do just that.

Two years ago, I helped a startup launch a new conversational AI feature. At launch, every metric looked good: DAUs and engagement up, longer sessions, ‘Helpfulness’ was scoring 4.2/5. But four weeks later, we discovered the problem:   14D and 30D 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 was <5% 𝗧𝗵𝗲 𝗽𝗿𝗼𝗯𝗹𝗲𝗺? While, the product answered ALL of the users’ questions. And the answers 𝘴𝘰𝘶𝘯𝘥𝘦𝘥 correct. But they weren’t accurate enough to be useful. As a result, users never came back. We had spent six figures and four months building a feature that users abandoned immediately. That’s when we realised what went wrong: We focused on 𝗽𝗿𝗼𝗺𝗽𝘁𝗶𝗻𝗴, did “𝙫𝙞𝙗𝙚 𝙘𝙝𝙚𝙘𝙠𝙨”, and thought metrics like “𝗵𝗮𝗹𝗹𝘂𝗰𝗶𝗻𝗮𝘁𝗶𝗼𝗻” and “𝘁𝗼𝘅𝗶𝗰𝗶𝘁𝘆” were enough. But the real challenge was not prompting. It was 𝗲𝘃𝗮𝗹𝘀 We didn’t have an evaluation strategy. We didn’t even know how to build one. That’s when I took Hamel H. and Shreya Shankar's course, "𝗔𝗜 𝗘𝘃𝗮𝗹𝘀 𝗳𝗼𝗿 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿𝘀 & 𝗣𝗠𝘀." What I learned in that course shaped how I build AI products. Here are my top learnings: 1. Top 1% of AI teams master one skill: 𝗔𝗽𝗽𝗹𝗶𝗰𝗮𝘁𝗶𝗼𝗻-𝗖𝗲𝗻𝘁𝗿𝗶𝗰 𝗘𝘃𝗮𝗹𝘀.     2. They build systems that tell them exactly WHERE the product fails to meet user needs.     3. Asking "Is it good?" is not enough.     4. Use 𝗘𝗿𝗿𝗼𝗿 𝗔𝗻𝗮𝗹𝘆𝘀𝗶𝘀 to find the 20% of failures causing 80% of churn.     5. You need to 𝗱𝗲𝗳𝗶𝗻𝗲 𝘄𝗵𝗮𝘁 “𝗴𝗼𝗼𝗱” 𝗺𝗲𝗮𝗻𝘀. And then align your whole team on the definition.     6. 𝗕𝘂𝗶𝗹𝗱 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗲𝗱 𝗟𝗟𝗠-𝗮𝘀-𝗷𝘂𝗱𝗴𝗲 𝗲𝘃𝗮𝗹𝘂𝗮𝘁𝗼𝗿𝘀 𝘆𝗼𝘂 𝗰𝗮𝗻 𝘁𝗿𝘂𝘀𝘁. Then validate them against human judgment to correct for bias. This enables testing at scale. Every AI feature you ship without evals is a 𝗴𝗮𝗺𝗯𝗹𝗲. One failed feature can cost you 𝘀𝗶𝘅 𝗳𝗶𝗴𝘂𝗿𝗲𝘀. This course costs $𝟮,𝟱𝟬𝟬. Even if it saves you from just one failure, the ROI is great. That’s the tradeoff. And it’s obvious. Link in comments. P.S. Get a 𝟯𝟱% 𝗱𝗶𝘀𝗰𝗼𝘂𝗻𝘁 on the course with the link below P.P.S Attached: cheat sheet with top my top learnings

Embracing Failure: Lessons Learned from a Recent Experience LinkedIn is often a platform where we highlight our successes, but I believe it's equally important to share our failures and learning experiences. Allow me to take you through a recent setback and the valuable lessons it offered. Last November, our team received an invitation to respond to an RFI alongside 10 other global negotiation training companies. This opportunity came from one of the largest corporations in their industry headquartered in Europe. They sought a comprehensive global training program for 400 procurement professionals, a task well within our expertise. The RFI was extensive, leading us to submit a detailed 38-page proposal. We learned that we were shortlisted as one of the three potential suppliers. The client proposed an innovative agile procurement process, including a live workshop at their HQ. However, challenges arose from the outset. Negotiating cost compensation for our team's travel proved difficult, and scheduling the event became nearly impossible. Ultimately, the workshop shifted to a virtual format on an unfamiliar platform. Despite meticulous preparation, the workshop itself felt more like an interrogation than a collaborative session. Feedback was unexpected and critical, leaving us feeling disheartened and perplexed. During the workshop, frustration mounted within our team as we grappled with unexpected challenges and criticism. At one point, a colleague couldn't contain their exasperation and exclaimed, "If only you had spent all this time and preparation running a pilot workshop with each supplier, all of us would have saved so much time." This outburst encapsulated the frustration we felt at that moment. It underscored the hindsight realization that investing time in pilot workshops could have provided invaluable insights early on, potentially streamlining the process and avoiding the pitfalls we encountered. Following the workshop, we were informed that the client had decided to proceed without us. Their reasons? They perceived our approach as overly academic and doubted our ability to scale the workshop effectively. While disappointing, this experience provided some valuable insights: 1. Value Your Time: Don't invest significant hours in RFIs and engagements without ensuring appropriate compensation. 2. Know Your Medium: Creative workshops may not translate effectively to online formats; consider the limitations of virtual environments. 3. Clarify Expectations: Ensure clients have a clear understanding of their objectives and are prepared for the engagement. 4. As an advisor i often sit on the other side of the table and always recommend the buyer offer the supplier compensation for more time consuming proposals. Sharing this experience isn't merely about airing frustration; it's about embracing the opportunity to learn and grow. By reflecting on setbacks, we can refine our approach and ultimately achieve greater success.

Ever wonder why users abandon your product despite all those features you've worked so hard to build? #ux The culprit might be hiding in plain sight. I once worked with a startup that couldn’t figure out why their user retention was plummeting. They had a solid product, great features, and a strong value proposition. But after conducting a UX audit, we uncovered five critical mistakes that were silently driving users away. 🤔User psychology..... - minimize cognitive load by providing clear, easily accessible paths to different sections. Users don’t have to remember complex navigation structures (cognitive load) - localized content and personalized sections make users feel the app is tailored to their needs, increasing engagement (Motivation) - Visual Hierarchy and High contrast between text and background, along with consistent color usage, helps users quickly distinguish different sections and interactive elements (Attention and Perception) - A clean, visually appealing design creates a positive emotional response, making users more likely to spend time on the app and return frequently (Emotion) 1) Overwhelming users with options instead of guiding their journey 2) Hiding critical features behind unintuitive navigation 3) Prioritizing aesthetics over usability (that gorgeous but unreadable font isn't helping anyone) 4) Ignoring mobile users (still happening in 2025!) 5) Failing to validate designs with actual user testing The most expensive mistake? Assuming your users think like you do. 🎙️As Theodore Levitt famously said, "People don't want to buy a quarter-inch drill. They want a quarter-inch hole." Which of these mistakes have you seen the most? Let’s discuss! #ux Follow Sivaraman loganathan . Reshare to others

I have never seen anything like this from a VR experience. I had the chance to go on a virtual reality adventure through the ancient lands of Egypt; "Horizon of Khufu" with Wiktoria. Where the pre-journey prep was as impressive as the pyramids themselves. There it was, staring back at me from the login screen - an avatar in a wheelchair. As someone who navigates the world in a wheelchair, seeing a virtual avatar sitting in a chair, had me feeling genuinely represented. And yes, I know I'm not a manual wheelchair user but to have this level of representation shocked me and put a smile on my face. And it did not stop there! All the members of staff were absolute stars! They were super accommodating, making everything smooth sailing and never once did I feel like I was becoming a burden. As for anyone going through these experiences, it's not as easy as just putting a headset on somebody. So, adding the layer of being in a wheelchair definitely doesn't make it any more straightforward. Nothing was too much trouble, making the entire experience enjoyable. So, thanks to the team at Fever! 😊 It's moments like these that remind me how far we've come in making tech experiences inclusive and how a little representation can go a long way. As a society we still have a way to go but it's moments like these where all of the collective work that we do is making difference to the wider world. Have you had any tech experiences lately that made you feel seen? Let's hear them! #VR #Inclusion #Accessibility #TechForAll #FeelGoodTech ID: The image is of a login screen for the "Horizon of Khufu" VR experience which is displayed on a glossy screen, featuring two avatars — one standing and one seated in a wheelchair, ready for an inclusive virtual adventure. Below the figures are options to "Add a member" and "Validate group." The screen catches the reflection of Wiktoria taking the photo!

I noticed something remarkable on an Italian train yesterday. Outside the toilet door, there was a small tactile map designed for passengers with visual impairments. It helps them understand the layout of the space before entering, showing where everything is located. ・Sei qui: You are here ・Leva erogatore sapone: Soap dispenser lever ・Pulsante acqua: Water button ・Pulsante asciugamani: Hand dryer button ・Pulsante WC: Toilet flush button ・Blocco porta: Door lock ・Carta igienica: Toilet paper ・Cestino: Bin ・Lavabo: Sink ・WC: Toilet This is what real user experience looks like: thoughtful, human design that helps people move through the world with confidence. Inclusion doesn’t always come from big projects or expensive technologies. Sometimes, it’s a simple idea executed with care. ✓ A small map that says to every passenger: you matter, and we thought of you. ✦ That’s the heart of customer experience, empathy translated into design. #cx #customerexperience #customerrelations #userexperience

When flying United Airlines this week, I had an incredible experience that melted my heart. When the flight attendant noticed my "Deaf" hat, she handed me a piece of paper with all the announcements written down. It included emergency information, aircraft type, lavatory locations, and standard details I’ve never been able to fully access before. She even personalized it by adding her name, the number of exits, and the flight duration. As someone who travels often, I’ve never encountered this before, and it moved me deeply. This thoughtful approach isn’t just beneficial for Deaf or hard-of-hearing travelers.. It’s also helpful for anyone who processes information visually or may not speak English as a first language. This simple yet impactful practice is a great model for all industries. Imagine implementing this at events, front desks, help centers, or anywhere human interaction happens. Accessibility can be transformational in ways that resonate far beyond the moment. I’m inspired to incorporate similar practices into our work! 💙✈️

Lyft knew they had a problem. Only 5.6% of its users are over 65, and those users are 57% more likely to miss the ride they ordered. So, Lyft created Silver – a special app version for seniors. But why create a separate app when these improvements would benefit all users? The curb-cut effect is real. Features designed for wheelchair users ended up helping parents with strollers, travelers with luggage, and delivery workers with carts. The features in Lyft's senior-friendly app wouldn't only benefit older riders: 💡The 1.4x larger font option? Great for bright sunlight, rough rides. 💡Simplified interface? Less cognitive load for all of us. 💡Live help operators? Great for anyone when there's a problem. 💡Select preference for easy entry/exit vehicles? Not everyone likes pickup trucks. What started as an accommodation should became a universal improvement. The most powerful insight? Designing for seniors forced Lyft to prioritize what truly matters: simplicity and ease of use. Will they leverage this for all their users? The next time someone suggests adding another button to your interface or feature to your product, consider this approach instead: sometimes the most innovative design is the one that works for everyone. Rather than creating separate "accessible" versions, what if we just built our core products to be usable by all? This is the paradox of inclusive design - what works better for some almost always works better for all. What "accessibility" feature have you encountered that actually made life better for all users? #UniversalDesign #ProductThinking #CustomerExperience

Case study: digital accessibility of LEGO When we think of LEGO, we usually imagine playful bricks, creative builds, and global design. But there’s another journey happening behind the scenes — a digital accessibility journey that many organisations still haven’t begun. 🕰️ A quick chronology: · 2010s: LEGO begins to commit publicly to digital accessibility, with statements that invite feedback and continuous improvement.  · 2020s: The LEGO Foundation and LEGO Education collaborate with accessibility organisations (e.g., Royal National Institute of Blind People) to build inclusive digital learning tools.  · 2023-2025: Innovative initiatives such as a voice-enabled retail experience for older adults showing how digital inclusion goes beyond visuals.  · Ongoing: public statements where LEGO openly lists known issues and commits to continual improvement—showing transparency and maturity in digital accessibility. ✨ What sets LEGO apart from other companies? · They talk openly about “partially compliant” status instead of pretending everything is perfect. · They embed accessibility into both digital retail and educational products, and collaborate with specialists and users with disabilities. · They innovate inclusively: voice assistants, educational inclusivity, accessible digital learning platforms, in addition to basic compliance. · They use feedback loops and user-testing, not just audits. 🎯 Some interesting facts: 1. LEGO introduced braille-coded bricks (numbers & letters) to help vision-impaired children learn via play.  2. They partnered with the Hidden Disabilities Sunflower scheme: LEGO House in Billund, Denmark, is certified “sensory inclusive” and provides tools for visitors with hidden or sensory disabilities.  3. LEGO added characters wearing sunflower lanyards in their sets to represent hidden disabilities (autism, ADHD, etc.) — promoting representation beyond visible physical disabilities.  4. Their digital accessibility statement publicly acknowledges “partial compliance” with WCAG 2.1 Level AA — showing transparency about ongoing work instead of claiming full conformity.  5. LEGO Education’s accessibility commitment includes collaborating with a specialist organisation (Perkins School for the Blind) to align its apps and web experiences with WCAG 2.2 AA. ⚠️ But important gaps remain: · While digital efforts are strong, there are still reports of usability issues for colourblind or vision-impaired users in some instruction apps.  · Some digital retail experiences mention scaling or text-size issues in their own statements.  · Accessibility statements often apply to a subset of apps/sites and note that full compliance is “work in progress”. #LEGO #WebAccessibility #InclusiveDesign #A11y #DigitalInclusion #AccessibilityInnovation #HiddenDisabilities #SensoryInclusive #EqualAccess #InclusiveTech