- myUR customer portal redesign (see below)
- Improved user account creation flow, leading to more user conversions and lower drop-off rates (see below)
- Scaled UR's Design System to products beyond the website (see below)
- Mentored less experienced designers and held knowledge sharing sessions
- Worked in Product-Trio setups and helped to successfully implement a Dual-Track Agile process within the product team
- Collaborated with UR Academy's team to lauch UR Learning Paths
Customer Portal Redesign
I led the redesign of the myUR platform, addressing design debt issues, scaling UR's Design System beyond the institutional website and shaping a new long-term UX vision and direction for the product.
In addition to execution, my involvement also included many other functions such as recurring planning with the development team, stakeholders alignments and mentoring another designer to assist me.
All images © Teradyne Robotics A/S. All rights reserved.
▪ Web-application redesign (desktop & mobile)
▪ Scaling Design System with new components, tokens and more
My Role
Hands-on design lead & mentor
Outcome & Impact
CSAT score increased from:
2.73 to 4.52* (out of 5)
* cumulative metric 6 months after release
Background
Sometimes, a redesign is needed. In this case, the main reasons were:
- Over time, myUR has grown with features added by varied development teams, which has led to a fragmented experience
- The product wasn't yet up to date with the latest brand guidelines and Universal Robot's design system
- Internal company demands required fast-paced refactoring, leading to the loss of some critical functionalities
Foundation
More than a simple visual facelift, it was crucial to establish a future-proof UX foundation that would allow the platform to grow consistently.
Pages and sub-pages were re-imagined, sharing a common structure with tabbed sub-navigation and calls-to-action on top.
Features were grouped in more intuitive clusters, related to the four key value drivers of the product: Manage, Support, Monitor and Prevent.
How did this help the company?
How did this help the company?
Release plan & initial reception
Planned to be delivered gradually, the phase one released in late 2024 received outstanding positive feedback from users such as customers, UR partners, support engineers and customer success managers.
Due to a mass layoff affecting 10% of the global workforce in late January 2024, I was unable to continue working on subsequent releases – but the long-term UX vision and strategy I built for the platform still lives on after my departure.
Account Creation Redesign
UR prides itself on having easy-to-use robots, but creating an account to access online products was a real hassle for customers. Analytics data revealed that many users dropped off early due to the confusing process.
Increasing the company's online presence was a crucial point in UR's strategy, therefore a solution was due. Thorough UX audits unveiled its most noticeable pain points, while user research uncovered additional valuable details.
All images © Teradyne Robotics A/S. All rights reserved.
Redesign of the flow for creating user accounts
My Role
Hands-on design lead
Outcome & Impact
Drop-off rate reduced from:
39% to 14% *
* Approximate numbers, 4 months after release.
Problem
Among other issues, analysis showed that there was simply too much information on the screen at once, increasing the users' cognitive load.
The problem was more evident on mobile: the form was too lenghty and its only call-to-action was lost at the very bottom of the flow.
Approach & Outcome
Following onboarding best practices, breaking the flow into intuitive steps, streamlining copywriting and visuals, and optimizing it for mobile were some of the improvements made.
A few months after release, the funnel drop-off rate was significantly reduced and UR partners reported that customers were much more willing to create an account than before.
How did this help the company?
How did this help the company?
Seven departments, one designer...
One might think that such work would primarily involve Design/Product divisions, but that’s often untrue – especially in large corporations.
Besides the usual UX & Development, this initiative also required close collaboration with stakeholders from the Legal, Marketing, Sales, Training and Support departments.
All images © Teradyne Robotics A/S. All rights reserved.
Other accomplishments
Among diverse other outcomes, during my time at the company I also:
- Contributed to overall UR's Design System with general improvements and by updating the main color palette to meet WCAG constrast requirements
- Designed technical instructional drawings and created varied dashboards designed for online monitoring of robots' performance and uptime
- Updated E-Learning modules with UR's new design system and brand guidelines
- Designed the flow for online robot registration, both on-cobot and on the web
- Generated photo-realistic 3D renderings of teach pendants for marketing purposes
All images © Universal Robots A/S. All rights reserved.
More works: