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Back-Office Management
Interface Redesign 

Madlan’s outdated back-office interface led to inefficient workflows and overreliance on R&D support. Mixed-methods UX research identified key inefficiencies, informing a redesign that reduced response times by 50%, eased R&D dependence, and supported business growth.

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My Role

Research
Product Management

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Duration

6 months

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Methods

Observations
User Interviews
Usability Testing
Group Sessions

Context

Madlan’s decade-old back-office management interface struggled to meet the evolving needs of the Customer Success and Informatics teams. Increasing frustration over slow, manual workflows and growing reliance on R&D support highlighted inefficiencies that impacted daily operations. To address these challenges and support the launch of a new B2B2C product, a redesign of the interface was prioritized. As a first step, I set out to deeply understand team needs and pain points through research. 

Business and Product Goals

  • Streamline workflows to improve task efficiency, reduce bottlenecks, and improve the user experience for internal teams.

  • Reduce reliance on R&D for routine operations.

  • Enable efficient data and content updates for a new B2B2C product.

Research Process

1

Discovery Research

2

Wireframing and Requirements Definition

3

Follow-up Research and Pre-Release Refinements

4

Post-release Analysis and Feedback

Impact

  • Improved Team Experience: Team members reported improved ease of use in their daily tasks, leading to higher satisfaction and smoother collaboration.

  • 50% Faster Customer Service Response Time: Streamlined workflows significantly reduced the time spent handling customer inquiries and content management tasks.

  • Decreased Reliance on R&D Support: The new interface empowered teams to manage tasks independently, freeing up R&D resources for more strategic initiatives.

  • Foundation for New Product Launch: The redesigned back-office interface played a key role in supporting the successful launch of a new B2B2C product, helping to expand Madlan's market reach.

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