Enhancing SaaS UX & Retention

The Challenge: As Head of Product, I led the transformation of a SaaS platform’s user experience and feature set to improve customer retention, engagement, and satisfaction. The existing interface and workflow had usability challenges, and clients were requesting new functionalities to enhance efficiency.

My Role: I took a user-centered and business-driven approach, working closely with clients, developers, and designers to ensure the platform met evolving needs. My responsibilities included:

User Research & Stakeholder Engagement: Conducted interviews with prospective and current clients to identify pain points and feature requests.

Wireframing & Feature Ideation: Created wireframes and UX flows to enhance the user experience, which were then refined by the design team.

Developer Handoff & Communication: Provided clear documentation and specifications to the development team, ensuring smooth implementation of new features.

User Testing & Onboarding: Led user testing sessions and onboarding initiatives, gathering real-time feedback and iterating on the product.

The Solution: Through a structured research and development process, we successfully:

Designed and implemented 10+ new features, directly informed by customer needs.

Improved user satisfaction and retention, reducing friction in key workflows.

Enhanced collaboration between product, design, and development teams, streamlining product execution.

The Impact: By bridging the gap between customer insights, UX, and development, we created a SaaS platform that was more intuitive, feature-rich, and aligned with user needs—ultimately driving higher engagement and business growth.

As part of the SaaS product transformation, I led the research, design, and implementation of three major features that significantly improved workflow automation, efficiency, and user experience for both internal and external stakeholders.

📌 Problem: Users needed a more flexible and dynamic way to collect and manage data within the platform. The existing form system was rigid, leading to inefficiencies for different use cases.

💡 Solution:

Designed a modular form builder, allowing users to customize fields, logic, and formatting based on their needs.

Enabled conditional logic, dynamically adapting questions based on previous inputs.

Ensured seamless integration with the platform's existing database and reporting tools.

🚀 Impact: ✅ Increased adoption and satisfaction by allowing businesses to tailor data collection to their needs. ✅ Reduced manual work by automating input validation and formatting. ✅ Enabled deeper insights through structured and flexible data collection.

📌 Problem: Challenge managers were spending too much time manually assigning evaluators, slowing down decision-making and increasing administrative overhead.

💡 Solution:

Implemented an automated matching system that assigns evaluators based on predefined criteria (expertise, availability, previous evaluations).

Developed an algorithm to optimize workload distribution, ensuring fair and efficient assignments.

Added an override feature, allowing manual reassignment if needed.

🚀 Impact: ✅ Cut evaluation assignment time by X%, reducing admin work. ✅ Ensured a fair and balanced workload among evaluators. ✅ Increased efficiency and speed of decision-making in challenge evaluations.

📌 Problem: External evaluators needed a structured and easy-to-use interface to review, score, and provide feedback on submissions. The old process was fragmented and not user-friendly, leading to inconsistencies.

💡 Solution:

Designed a dedicated evaluation dashboard, providing a centralized view of assigned reviews.

Developed a scoring system with criteria-based assessments, ensuring consistent and fair evaluations.

Integrated real-time feedback tools, allowing evaluators to leave detailed comments and suggestions.

Ensured role-based access, giving external evaluators a secure, streamlined experience without exposing unnecessary platform features.

🚀 Impact: ✅ Increased evaluation efficiency, reducing errors and inconsistencies. ✅ Improved collaboration between evaluators and challenge managers through structured feedback. ✅ Enhanced user experience for external evaluators, making participation smoother and more scalable.