CorrectPay UX Redesign
Streamlined the user experience post-login, helping users navigate services with clarity and ease. Based on experience from ~800 monthly software support tickets.
Personal project (exploratory/practice)
Project Overview
This project was driven by real-world insights from my time as a software support role.
Software Support Insights
of logged-in user flow
sparked IA overhaul conversations
Challenge
Account navigation poses challenges for users trying to access key services:
Hard to Start Services
Tasks like deposits and messaging are unclear.
Confusing Mobile CTA
Add New Individual mistaken for main action.
Too Many Clicks
Users click 3+ times just to begin.
Data
In March and April of 2025, I personally handled 1,511 support tickets from users of the CorrectPay platform. From these, I compiled the 5 most frequent ticket types:
71% of these top 5 tickets relate directly to payment issues within the platform.
The other 29% were unlisted or users not answering the phone after requesting a call.
User Flow Before
Users must click through 3+ layers just to find out if a service is even available. Key actions are buried, and service availability is unclear until deep in the flow.
User Flow After
A single page.
My Approach
- Clarify Service Availability - Show what's available upfront
- Simplify the Navigation - Eliminate the 3+ click path through submenus
- Fix the Checkout Flow - Direct access to services
Impact & Validation
This redesign directly targets the user friction driving 71% of our most frequent support tickets. By consolidating the post-login experience into a single, clear page, users can immediately access services without navigating through multiple unclear screens.
The solution gained immediate internal validation - my direct manager stated that the official redesign "should basically be exactly what you created," and the UX team praised the user-focused insights that informed the design decisions.