Turning licence chaos into cost savings
One of the world's largest automotive corporations relies on an internal web tool to manage and monitor network-based software licences across the group and its subsidiaries. The tool was difficult to use, and inefficient workflows cost the company thousands of euros through undetected, unused software licences. Inexperienced and occasional users in particular struggled to find their way into the application.
Client
EvidenMy Role
Design LeadPeriod
2024-2025
Yes, we need to talk to users
I kicked off the project with a compact design sprint to identify the core issues together with the client. This was followed by a heuristic evaluation of the existing system, complemented by six contextual interviews with end users.
Making pain points visible
Building on the six contextual interviews with different end users (60-90 minutes each, conducted remotely via MS Teams), I mapped the user journeys of the key usage scenarios and primary tasks. To synthesise the findings, I anonymised the interview data, analysed it with the support of an LLM, and visualised the results in Mural. This made the main blockers and pain points clearly visible, for me and for the client.
Introducing a data-driven mindset
The client’s team had never defined project KPIs or used data in their product development, so there was nothing to measure progress against. To change that, I ran a KPI workshop early on and established baseline measurements: a SUS survey, and Single Ease Questions implemented in the platform for two core functions.
So, what’s the baseline?
SUS baseline, measured
Below 68 is where a system’s usability problems are real rather than cosmetic. It’s not a flattering number — it’s the first number this product ever had.
< 50
50–70
70–85
> 85
Redesigning the core workflows
Based on the research findings, we redesigned the workflows for the five primary tasks, introduced an improved information architecture and navigation, reworked the UI copy, and developed new interfaces across the tool using the client’s existing design system.
Twenty tests to validate it
Interactive prototypes brought the new workflows to life. Twenty usability tests with end users validated them before development, and the baseline measurements give the team a clear reference point to track the impact after release.
Outcome
Usability testing pointed to clear gains in both satisfaction and efficiency. The redesigned experience, built on consistent interaction principles and clearer guidance, gives inexperienced and occasional users fast access to the tool’s full functionality while making it more efficient for power users. A newly introduced automated notification system now proactively helps licence managers cancel unused licences in time, translating directly into meaningful cost savings.