From confusing to confident: redesigning world-leading PKI management software

The project kicked off before we had any access to the tool we were meant to redesign. With no product to test and no time to lose, I simulated typical user journeys with an LLM to build a working hypothesis of the product, giving my design team something concrete to work from until real access came through.

Once we gained access to the test environment, we ran a heuristic analysis and complemented it with five stakeholder interviews. Drawing on these insights, we mapped the core user workflows, which exposed where interdependencies between systems created confusion and inefficiency for users.

Based on this mapping, we redesigned the affected workflows both structurally and visually. We used Eviden’s design system, Parallel, as our foundation, adapted it to the product’s identity, and extended its component library to accommodate the application’s complexity.

We ran five usability tests of 60-90 minutes each, in which end users worked through realistic, day-to-day tasks in interactive Figma prototypes. This showed us how well the redesigned flows held up and where pain points remained. Every test participant completed their core tasks without assistance. Users specifically called out the new guidance and the overall experience.

Implementation introduced a different kind of challenge. The French engineering team had never worked in a design-to-development handoff process before, which meant the job wasn’t just about resolving technical constraints — it meant building that collaboration from the ground up: introducing Figma and closing a gap that was as much procedural as it was linguistic, between two teams operating at very different points of design maturity.

Taken together, the project reshaped how the product is built — and how design and engineering work together on it:

What began as a category where UX was an afterthought became the product’s new competitive edge.