Parceiro da Construção, 2022

Redesigning a platform to boost user satisfaction by 84%

As the sole Product Designer, I led the project from discovery to delivery, partnering with the PO to understand business goals and priorities. I collaborated closely with engineering to deliver a smooth, scalable design.

Team: 1 Product Owner, 2 Engineers

Redesigning a platform to boost user satisfaction by 84%

Project summary

Challenge

Parceiro da Construção is a learning platform that had accumulated significant technical debt, creating friction throughout the user experience. Students struggled with basic tasks like tracking course progress, downloading certificates, and accessing materials. Reflecting this, CSAT sat at 51 points and engagement was declining.

Solution

Redesigned the cluttered platform to optimise user workflows and make essential tasks like tracking progress and downloading certificates faster and easier.

Course cards from the Parceiro da Construção learning platform

Impact

+84% CSAT increase

Within 30 days, CSAT jumped from 51 to 94 points, confirming the redesign addressed the core usability issues.

58 design tokens implemented

Established a design system foundation that ensures consistency across the product.

Overview of the redesigned Parceiro da Construção platform interface

The design problem

Usability testing and support ticket analysis pinpointed friction in high-traffic areas — course listings, video screens, and certificate downloads — where task completion rates were lowest.

These usability gaps led to reduced engagement and a noticeable decline in the platform's perceived value.

Previous version of the course listing page showing cluttered layout

The old version of the admin page before the redesign — The previous version had a poor design that made simple actions hard for users.

A new user journey

By mapping user journeys across three key states (first login, active learning, post-certification), I identified different scenarios and decision points users would encounter. These maps became a shared reference that aligned the team, defined scope, and ensured the design responded to where each student was in their learning journey.

User journey map in FigJam covering first login, active learning, and post-certification states — FigJam with the mapping of the user journey based in key states.

The solution

My focus was redesigning the course list and video experience on desktop and mobile to allow users to find in-progress courses quickly and minimise known pain points.

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Outcomes

+84% CSAT increase

Customer Satisfaction jumped from 51 to 94 points in the first 30 days after launch, an 84% increase.

58 design tokens implemented

Created a design system foundation with 58 tokens, ensuring visual consistency across the product.