Case Study Infor

Challenges

Complex Navigation
Poor IA made it difficult for users to locate critical information, increasing bounce rates and user frustration.
Diverse Audience Needs
The platform served enterprise clients, individual users, and global partners, requiring tailored user journeys.
Inconsistent Branding
Fragmented design elements weakened Infor’s overall brand perception and trust.
Performance Gaps
Slow loading times impacted user satisfaction and SEO rankings, hindering engagement.

Approach

Program Management Excellence
- Introduced dual-track Agile workflows to synchronize discovery and delivery.
- Created real-time dashboards in Airtable for task tracking, dependencies, and milestone visibility.
- Conducted sprint retrospectives to address blockers and improve workflows iteratively.
- Held bi-weekly sync meetings with cross-functional teams to ensure alignment

Pragram high-level Roadmap

Airtable: Tasks, milestones and risks

Miro: Retrospectives

Research and Discovery
- Facilitated cross-functional kick-off sessions to define project goals and stakeholder priorities.
- Conducted user interviews and surveys to identify navigation pain points and improve personas.
- Performed competitive analysis to benchmark and identify best practices for enterprise platforms.
- Organized journey mapping workshops with design and engineering to highlight friction points

Stakeholder alignment sessions and program overview

User Personas

Current and future state journey mapping

Information Architecture (IA) Redesign
- Streamlined the IA by consolidating redundant pathways and simplifying navigation.
- Validated new structures through card sorting exercises and tree testing with target users.
- Developed an IA governance model to maintain consistency across future updates.

Information architecture, taxonomy and navigation

Optimal Workshop: Moderated card sorting session

UX Army: Unmoderated tree testing to two different segments

Prototyping and Design System Updates
- Built modular mid-fidelity and high-fidelity prototypes in Figma with a mobile-first approach.
- Enhanced the design system for global scalability, aligning with WCAG 2.1 accessibility standards.
- Hosted iterative design reviews to collect stakeholder feedback and ensure alignment.

Mobile-first mid-fidelity prototypes

Comprehensive design system: Documentation, annotations and governance

A11y (Accessibility)

User Testing and Iteration
- Conducted usability testing at each design phase to validate navigation and content placement.
- Used heatmaps and click tracking tools to analyze user behavior and optimize pathways.
- Iterated on designs based on A/B testing data to improve engagement and usability

Navigation Heatmap

SEO and Content Optimization
- Provided tailored SEO recommendations to boost discoverability in search rankings.
- Conducted accessibility audits to ensure compliance with WCAG 2.1 standards.
- Hosted workshops to align content strategy across teams, improving consistency in messaging.

SEO Assessment

Performance Optimization
- Collaborated with engineering teams in performance review sessions to address page load times.
- Hosted milestone check-ins to monitor progress and adjust resource allocation as needed

Outcomes

UX Metrics (Design)
- Navigation Clarity:
  ‍25% reduction in navigation-related errors based on usability tests.
- Accessibility Success:
  Improved WCAG compliance by 20%, ensuring inclusivity for global users.
- User Task Efficiency:
  ‍Reduced time-on-task for key workflows by 15%..
Product Metrics
- Session Engagement:
  ‍30% increase in session duration across redesigned pages.
- Feature Utilization:
  20% rise in usage of partner and customer resources.
- Bounce Rate Reduction:
  ‍25% decrease in bounce rates due to improved content discoverability.
Business Metrics
- Organic Traffic Growth:
  ‍Achieved a 15% increase in organic search traffic through SEO improvements.
- Conversion Improvements:
  Conversion rates rose by 20%, attributed to clear CTAs and intuitive navigation.
- User Task Efficiency:
  ‍Recorded a 30% increase in NPS, reflecting enhanced trust and usability.

Learnings

From UX Leadership
- ‍Iterative design testing improves confidence in product decisions and strengthens user trust.
- Establishing modular, scalable systems simplifies future design updates.
From Program Management
- ‍Transparent workflows and consistent retrospectives enable efficient collaboration across departments.
- Airtable dashboards provided unparalleled visibility, enhancing stakeholder confidence.
Future Best Practices
- ‍Develop IA governance models early to align all team efforts toward long-term consistency.
- Introduce localization strategies early to maintain cohesive global messaging.

The transformation of Infor.com has been remarkable. The unified approach to navigation, design consistency, and accessibility has vastly improved the experience for our customers and partners. The metrics clearly showcase the impact"
‍
— VP of Digital Experience, Infor

Redesigning infor.com

Challenges

Complex Navigation

Diverse Audience Needs

Inconsistent Branding

Performance Gaps

Approach

Program Management Excellence

Research and Discovery

Information Architecture (IA) Redesign

Prototyping and Design System Updates

User Testing and Iteration

SEO and Content Optimization

Performance Optimization

Outcomes

UX Metrics (Design)

Product Metrics

Business Metrics

Learnings

From UX Leadership

From Program Management

Future Best Practices