SaaS web App UX redesign for a CX analytics platform
A mobile app experience analytics platform with session recordings, heatmaps, and crash reporting to help teams diagnose and fix broken user journeys.
The problem: a product that outgrew its own design
UserExperior helps product and CX teams diagnose broken digital experiences, surfacing session recordings, heatmaps, funnels, and user journeys in one platform. The product itself was sharp. The interface was not.
The platform had been built by developers. Functional, yes. Designed with intent? No. As features piled up and the customer base grew, there was no design system holding things together, no hierarchy, no visual language, no information architecture to speak of.
Specific friction points we identified:
Session recording filters were powerful but nearly unusable, too many permutations, no logical grouping, no clear flow
The recordings table was overloaded with raw data, making it hard to scan or act on
The dashboard displayed numbers inside cards with labels and values, no charts, no hierarchy, no visual differentiation between data types
Inconsistent UI patterns across modules created cognitive friction at every step
The platform looked generic at a moment when UserExperior needed to stand out, they were in acquisition conversations
What does a SaaS web app UX redesign involve?
A SaaS web app UX redesign restructures the entire product experience, from navigation and information architecture down to individual component patterns. It typically involves user research to identify real friction points, IA work to establish hierarchy and flow, and a systematic UI redesign that creates consistency across all modules. The goal is not a cosmetic refresh, it's making the product work better for the people who use it every day.
Our approach: research first, then redesign
Discovery & research
A detailed walkthrough with the founder gave us the product roadmap and internal frustrations. We followed with structured interviews with the customer success team, they had years of unlogged user pain sitting in their heads. Then we ran qualitative research sessions directly with existing customers, watching them navigate the product, asking why they made the choices they made.
Strategy & information architecture
We mapped every module, Dashboard, Session Recordings, Heatmaps, Funnels, User Journeys, Reports, and identified the jobs users were trying to do in each. From there we rebuilt the IA: establishing hierarchy, grouping related actions, and creating a consistent interaction model that would work across the whole product.
Design & iteration
Wireframes came first. We pressure-tested flows before committing to visual design. The UI system was built to scale, type, color, component patterns, and spacing all defined before a single screen was finished.
Handoff
Every screen was delivered in Figma with component-level documentation, interaction notes, and responsive specs for the engineering team.
Key design decisions that changed how the product felt
1. Rebuilding the session recording filter system
The old filter experience was a wall of options with no structure. Users knew what they wanted to find, recordings where a specific event happened, on a specific device type, in a particular date range, but had no clear path to get there.
We restructured the filter UI around a hierarchical model: primary filters surfaced first, advanced options nested behind progressive disclosure. We introduced filter chips that gave users visual confirmation of what was active, and a clear reset path. The result was a filter system that could handle dozens of permutations while still feeling approachable on first use.
2. Decluttering the sessions table
The table was trying to show everything at once, timestamps, device types, OS, duration, events count, user IDs, and more, across a fixed-width layout. Nothing was readable. Nothing was actionable.
We merged related data into logical groupings: device context became a single column with an icon-driven display, user identifiers were condensed with a progressive reveal for detail. The table went from a data dump to a scannable list. Users could now triage recordings in seconds rather than hunting across columns.
3. Transforming the dashboard from numbers to insights
The original dashboard showed cards with a label and a number. That's a metrics display, not an insights experience, and UserExperior's product promise was exactly the opposite.
We redesigned each dashboard module with the right visualization for the data type: trend lines for time-series metrics, bar charts for comparisons, data tables where tabular context mattered. We also introduced a modular, drag-to-rearrange layout so teams could prioritize what mattered to them. The dashboard went from something users glanced at to something they actually worked from.
The outcome: a platform that matches its own promise
After the redesign launched, customer feedback shifted noticeably. Users reported that navigating the platform felt faster and less effortless. The filter improvements specifically reduced the back-and-forth that had previously made session discovery frustrating. The redesigned dashboard gave CX teams a clearer view of their data, which is, after all, the point of the entire product.
The redesign also positioned UserExperior at a different visual standard, one that reflected the quality of the underlying product rather than undermining it. The acquisition by DevRev followed.
Is your SaaS product overdue for a UX redesign?
If your application has grown faster than your design has, you're probably losing users to confusion rather than competition. Let's talk ->
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