A data platform can contain the right information and still fail its users when that information is difficult to find, interpret, or connect to a meaningful action. This B2B ITSM data intelligence platform had accumulated inconsistent UI patterns, scattered data, and navigation that made it difficult for users to maintain context across the product.
Desisle led the UI/UX redesign, focusing on clearer information hierarchy, more intuitive navigation, a consistent interface system, and improved readability for a data-heavy product used by decision-makers such as CIOs and CEOs.
Project Overview
- Industry: Information technology and service management
- Product: B2B ITSM data intelligence platform
- Platform: Web application
- Primary Users: IT and executive decision-makers
- Services: UI/UX design and product redesign
- Role: Lead UI/UX Designer
- Team: One UI/UX Designer, one CX Director, multiple stakeholders, and multiple developers
- Project Period: 2022-2023
What Did Desisle Do?
Desisle led the redesign of a B2B ITSM data intelligence platform. The work included user research, stakeholder input, interface concepts, data organisation, navigation redesign, consistent UI components, accessibility-focused readability, and technical guidance around CSS and HTML implementation.
The Challenge: When Data Is Available but Not Actionable
The original platform contained valuable ITSM information, but its experience made that information difficult to use. Data was scattered across the interface, screens lacked a consistent visual structure, and users could lose track of their path when moving between product areas.
For senior decision-makers, the problem was especially important. CIOs and CEOs need to understand service and operational information efficiently, but the existing presentation did not organise data in a way that readily supported interpretation or action.
The redesign therefore focused on improving the clarity of the product experience without compromising its core functionality.
What Made the Platform Complex?
The product had to account for several forms of complexity that affected how users accessed and understood information:
- Large amounts of ITSM and operational data.
- Different stakeholder expectations around how information should be presented.
- Inconsistent colours, components, and interface patterns across the existing platform.
- Navigation that made it difficult for users to understand where they were or return to a previous context.
- The need to balance modern visual design with the product’s existing data and functional requirements.
- A diverse range of users who needed data to remain legible and easy to interact with.
This was not a cosmetic UI refresh. The design challenge involved improving the structure through which users found, understood, and used information.
Recommended Visual: A before-and-after dashboard comparison showing how scattered content was reorganised into clear groups and priorities.
Why It Matters: It provides direct visual evidence of the information-hierarchy work.
Understanding the Existing Experience
The redesign process included user research and stakeholder engagement to understand product pain points, user needs, and business objectives.
The findings described a consistent pattern: users experienced difficulty navigating the product, information was not presented in an actionable way, and inconsistent interface elements made the platform harder to learn and use.
These insights informed the design direction. Instead of treating every screen independently, the work focused on creating a more coherent experience across data presentation, navigation, visual language, and interactions.
Key UX and Product Decisions
1. Organise Data Around Hierarchy and Action
Problem: Data was scattered and difficult to interpret, making it harder for decision-makers to identify what required attention.
Decision: Group related information and establish clearer content hierarchy across the platform.
Why: A structured presentation helps users scan information, understand priorities, and move from data to action more easily.
Trade-off: Not every data point can receive equal visual prominence. The design required deliberate decisions about what should be prioritised, grouped, or revealed later.
2. Make Navigation More Predictable
Problem: Users could lose track of their location when moving between screens.
Decision: Rework navigation and screen transitions to create a more intuitive path through the platform.
Why: Predictable navigation helps people maintain context, return to previous areas, and understand how sections relate to one another.
Trade-off: Navigation changes needed to improve clarity without disrupting core product functionality or familiar workflows unnecessarily.
3. Create a Consistent Interface System
Problem: The platform lacked uniform colours and UI elements, creating a fragmented user experience.
Decision: Establish a consistent visual direction using shared colour patterns and reusable UI components.
Why: Consistency reduces unnecessary interpretation. Users can recognise repeated patterns and focus more attention on the information itself.
Trade-off: Standardisation needed to support the varied data and interaction needs across the platform, rather than forcing every screen into an identical layout.
4. Design Data for Readability
Problem: A data-heavy interface can become inaccessible when information is difficult to scan or interact with.
Decision: Prioritise readability and accessible interaction when structuring the redesigned interface.
Why: Data should remain understandable for users across a range of ages and technical comfort levels.
Trade-off: A clearer visual treatment still needed to preserve the depth of information required by ITSM users and executive decision-makers.
The Redesigned Data Experience
The redesigned platform focused on turning fragmented information into a clearer product experience. It introduced a more organised data structure, improved navigation patterns, and a consistent visual language across the interface.
Key outcomes of the design scope included:
- Grouped information and clearer data hierarchy.
- Simplified dashboard presentation.
- More intuitive transitions between product areas.
- Shared colour patterns and reusable UI components.
- Improved readability and accessibility-focused interaction.
- A design approach informed by user and stakeholder input.
- CSS and HTML guidance intended to help the implemented interface follow the approved design direction.
Recommended Visuals:
- Redesigned executive dashboard showing organised metrics, grouped data, and prioritised information.
- Navigation model or side-by-side screen flow showing how context is retained between product areas.
- Component library showing shared cards, filters, status indicators, typography, and data-display patterns.
- An approved accessibility-focused screen demonstrating readable labels, hierarchy, and interaction clarity.
Outcome
The project delivered a redesigned B2B ITSM data intelligence platform with a more consistent interface, clearer navigation, and a more structured approach to presenting data.
The supplied project information indicates that the redesigned product made data easier for users to interpret and act upon, and that stakeholder feedback was positive regarding usability, intuitive navigation, and data presentation. No approved client quotation was provided, so this feedback should remain an unattributed qualitative outcome.
No verified post-launch metrics were supplied. This case study does not claim a percentage improvement in data understanding, reduced decision time, higher productivity, lower operational cost, adoption growth, or commercial impact.
What We Learned
Data-heavy products need more than modern charts or cleaner layouts. The core design task is to establish what users need to understand first, what they need to investigate next, and which actions the product should make easier after insight is found.
The project also reinforced that executive dashboards should not simply show more information. They should make the relationship between data, priority, and decision clearer while preserving the detail operational teams require.
Improving a Similar Data Product?
Teams working on ITSM, analytics, observability, operational intelligence, or enterprise reporting products often face the same issue: the platform has extensive data, but the existing experience does not help users recognise what matters.
Desisle’s current data-product offering includes dashboard and analytics design, while its product-redesign services cover UX optimisation, information hierarchy, interface modernisation, and design-system work.
FAQ
What Type of Product Was Redesigned?
The project involved a B2B ITSM data intelligence web platform used to present and interpret service-management information.
What Was the Main UX Problem?
The supplied project context identifies scattered data, inconsistent UI elements and colours, difficult navigation, and data presentation that did not clearly support decision-making.
Who Were the Product’s Key Users?
The case study identifies high-level decision-makers, including CIOs and CEOs, as important users. It should not claim additional user roles unless they are supported by approved project evidence.
What Did Desisle Provide?
The verified role included leading UI/UX design, user research, stakeholder engagement, initial concepts, data hierarchy work, navigation redesign, UI consistency, accessibility-focused design, and CSS/HTML implementation guidance.
Did the Project Include a Design System?
The supplied context supports the creation of consistent colours and uniform UI components. It should not be labelled a formal design system unless there is evidence of a documented component library, governance approach, or design-system deliverables.
Are Quantified Outcomes Available?
No verified quantitative outcomes were supplied. The case study should not claim a percentage change in data understanding, decision time, workflow speed, user adoption, or business performance.