reduce user frustration &
increase task efficiency
reduce user frustration & increase task efficiency.
Challenge
In this project, I tackled a university platform that had become a daily source of frustration for students. With confusing navigation, an overload of external links, and a booking system prone to failure, the platform was placing the burden of problem-solving on the user. This project demonstrates how I approach legacy systems with empathy, user data, and strategic design decisions to solve real usability problems.
Challenge
In this project, I tackled a university platform that had become a daily source of frustration for students. With confusing navigation, an overload of external links, and a booking system prone to failure, the platform was placing the burden of problem-solving on the user. This project demonstrates how I approach legacy systems with empathy, user data, and strategic design decisions to solve real usability problems.
Challenge
In this project, I tackled a university platform that had become a daily source of frustration for students. With confusing navigation, an overload of external links, and a booking system prone to failure, the platform was placing the burden of problem-solving on the user. This project demonstrates how I approach legacy systems with empathy, user data, and strategic design decisions to solve real usability problems.
Result
The result? We reduced task completion times by up to 96%, eliminated system failures during booking, and removed unnecessary steps from the user flows.
Result
The result? We reduced task completion times by up to 96%, eliminated system failures during booking, and removed unnecessary steps from the user flows.
Result
The result? We reduced task completion times by up to 96%, eliminated system failures during booking, and removed unnecessary steps from the user flows.
case study purpose
As UX designers, we’re often called upon to transform outdated, unintuitive platforms into seamless, user-centered experiences. This case study is a prime example of that challenge—and opportunity.
case study purpose
As UX designers, we’re often called upon to transform outdated, unintuitive platforms into seamless, user-centered experiences. This case study is a prime example of that challenge—and opportunity.
case study purpose
As UX designers, we’re often called upon to transform outdated, unintuitive platforms into seamless, user-centered experiences. This case study is a prime example of that challenge—and opportunity.
Research
Open Survey
Card sorting
Usability tests
User Stories
Personas
Workshop
Heuristic Evaluation
Cognitive walkthrough
Open Survey
Card sorting
Usability tests
User Stories
Personas
Workshop
Heuristic Evaluation
Cognitive walkthrough
booking frustrations
booking frustrations
Observation
During the user tests, I noticed how the users were struggling with booking and cancelling meeting rooms. From my behavioural observation, I saw that the users were working around the problem instead of using the platform the way it was intended. For instance, they gave up on cancelling their booking when not attending the meeting room during their booked time, because the system was too complicated. This left the rooms often booked but rarely used.
Observation
During the user tests, I noticed how the users were struggling with booking and cancelling meeting rooms. From my behavioural observation, I saw that the users were working around the problem instead of using the platform the way it was intended. For instance, they gave up on cancelling their booking when not attending the meeting room during their booked time, because the system was too complicated. This left the rooms often booked but rarely used.
Observation
During the user tests, I noticed how the users were struggling with booking and cancelling meeting rooms. From my behavioural observation, I saw that the users were working around the problem instead of using the platform the way it was intended. For instance, they gave up on cancelling their booking when not attending the meeting room during their booked time, because the system was too complicated. This left the rooms often booked but rarely used.
Problem identification
The system required an email input for booking confirmation, and users often overlooked the password provided in the email confirmation to cancelling the same booking. This led to confusion later on when the system required a password in order to cancel the booking. The users naturally assumed they needed to enter their account password, which was incorrect.
Problem identification
The system required an email input for booking confirmation, and users often overlooked the password provided in the email confirmation to cancelling the same booking. This led to confusion later on when the system required a password in order to cancel the booking. The users naturally assumed they needed to enter their account password, which was incorrect.
Problem identification
The system required an email input for booking confirmation, and users often overlooked the password provided in the email confirmation to cancelling the same booking. This led to confusion later on when the system required a password in order to cancel the booking. The users naturally assumed they needed to enter their account password, which was incorrect.
More issues
Lastly, finding your reservations was cumbersome, and confirmation emails were not always received. The booking page was also not mobile-friendly and displayed multiple pieces of contradictory information.
More issues
Lastly, finding your reservations was cumbersome, and confirmation emails were not always received. The booking page was also not mobile-friendly and displayed multiple pieces of contradictory information.
More issues
Lastly, finding your reservations was cumbersome, and confirmation emails were not always received. The booking page was also not mobile-friendly and displayed multiple pieces of contradictory information.
SOLUTIONS
New structure
A redesign of the booking system to be mobile and user-friendly. Clarification of the axises, the information and states.
New structure
A redesign of the booking system to be mobile and user-friendly. Clarification of the axises, the information and states.
New structure
A redesign of the booking system to be mobile and user-friendly. Clarification of the axises, the information and states.
Quicker flow
Elimination of the external email-steps to confirm and cancel a booking. This enabled direct actions on the same page. I removed these steps since the booking is a free reservation and the user is already logged in.
Quicker flow
Elimination of the external email-steps to confirm and cancel a booking. This enabled direct actions on the same page. I removed these steps since the booking is a free reservation and the user is already logged in.
Quicker flow
Elimination of the external email-steps to confirm and cancel a booking. This enabled direct actions on the same page. I removed these steps since the booking is a free reservation and the user is already logged in.
My reservations-list
An added page listing your reservations was created for easy management and overview of their bookings.
My reservations-list
An added page listing your reservations was created for easy management and overview of their bookings.
My reservations-list
An added page listing your reservations was created for easy management and overview of their bookings.
Differentiate availability
Rooms booked by the user are displayed differently from other bookings to simplify the cancellation process for the user.
Differentiate availability
Rooms booked by the user are displayed differently from other bookings to simplify the cancellation process for the user.
Differentiate availability
Rooms booked by the user are displayed differently from other bookings to simplify the cancellation process for the user.
Booking flow before vs after (slide to compare!)
user test results
The user was asked to book a meeting room
Clicks to destination
-70%
Less clicks
14.8
4,4
Before
After
Clicks to destination
-70%
Less clicks
14.8
4,4
Before
After
Clicks to
destination
-70%
Less clicks
14.8
4,4
Before
After
Task completion time
84%
Faster
01:08
00:11
Before
After
Task completion time
84%
Faster
01:08
00:11
Before
After
Task completion
time
84%
Faster
01:08
00:11
Before
After
user test results
The user was asked to cancel a meeting room.
Clicks to destination
-90%
Less clicks
42
4
Before
After
Clicks to
destination
-90%
Less clicks
42
4
Before
After
Clicks to
destination
-90%
Less clicks
42
4
Before
After
Success rate
100%
Completed the task
Before
After
Success
rate
100%
Completed the task
Before
After
Success
rate
100%
Completed the task
Before
After
Task completion time
94%
Faster
07:46
00:26
Before
After
Task completion
time
94%
Faster
07:46
00:26
Before
After
Task completion
time
94%
Faster
07:46
00:26
Before
After
poor navigation
challenge
The navigation to the calendar required a lot of clicks and the pathway was not categorised logically, which made the user flow counterintuitive. The calendar was also not mobile friendly.
challenge
The navigation to the calendar required a lot of clicks and the pathway was not categorised logically, which made the user flow counterintuitive. The calendar was also not mobile friendly.
challenge
The navigation to the calendar required a lot of clicks and the pathway was not categorised logically, which made the user flow counterintuitive. The calendar was also not mobile friendly.
Solutions
Preview of the calendar on the home page.
The full monthly view of the calendar is one click away through the week-calendar preview.
The calendar gained its own, direct menu item in the hamburgermenu.
Home page, before vs after (slide to compare!)
user test results
The user was asked to navigate to the calendar.
Clicks to destination
-95%
Less clicks
37.6
2
Before
After
Clicks to
destination
-95%
Less clicks
37.6
2
Before
After
Clicks to
destination
-95%
Less clicks
37.6
2
Before
After
Success rate
100%
Completed the task
Before
After
Success
rate
100%
Completed the task
Before
After
Success
rate
100%
Completed the task
Before
After
Task completion time
96%
Faster
04:30
00:11
Before
After
Task completion
time
96%
Faster
04:30
00:11
Before
After
Task completion
time
96%
Faster
04:30
00:11
Before
After
Behind the screens
WHAT DO OTHERS HAVE TO SAY?
I have had the privilege of working with Sofia on three different projects. She not only spreads enthusiasm and positivity, but her ability to see challenges as opportunities and deliver creative solutions is impressive. Sofia is not only an energetic and inspiring person, but also a great person to bounce ideas off when you're stuck. She is not afraid to tackle complex problems and can offer valuable insights and ideas. I am convinced that her passion for UX design and her ability to collaborate will make her an invaluable asset to any team
NATALIE HARALDSSON | DESIGN COLLABORATOR
UX Designer
I have had the privilege of working with Sofia on three different projects. She not only spreads enthusiasm and positivity, but her ability to see challenges as opportunities and deliver creative solutions is impressive. Sofia is not only an energetic and inspiring person, but also a great person to bounce ideas off when you're stuck. She is not afraid to tackle complex problems and can offer valuable insights and ideas. I am convinced that her passion for UX design and her ability to collaborate will make her an invaluable asset to any team
NATALIE HARALDSSON | DESIGN COLLABORATOR
UX Designer
More projects
Social:
Location:
Gothenburg, Sweden
6:07:41 PM
Contact
sofia.joelson1@gmail.com
+46 704 833 123
©2025 Sofia Joelson
Social:
Location:
Gothenburg, Sweden
6:07:41 PM
Contact:
sofia.joelson1@gmail.com
+46 704 833 123
©2025 Sofia Joelson