How I Helped Unduit
Cut Support Tickets with
Better UX

Redesigning Unduit's Refresh app to make device recovery and buy-back flows intuitive, guided, and error-free.

Redesigning the Refresh app to reduce support tickets.

The Refresh app helps enterprise IT managers configure device recovery and buy-back campaigns. This case study focuses on redesigning the setup experience to reduce errors, eliminate confusion, and make complex workflows self-explanatory.

Role: Product & Visual Designer · UX audit, UX writing, UI simplification · Web app

Why are you the way that you are meme representing user frustration

The Problem

For an IT manager at a Fortune 500 company, time is the most valuable resource. The original Unduit app was costing them hours of frustration.

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Confusing labels that failed to describe the next action.

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Irrelevant 'comparison panels' that added visual noise.

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Non-linear flows that allowed users to skip critical data points.

Research & Insight

Understanding why users struggled during setup.

To understand why users struggled during setup, I conducted usability testing sessions with first-time users from the target audience, including IT and HR managers.

The sessions focused on observing how users navigated the flow independently, where they hesitated, and what created friction during the setup process. Since the company was actively investing in growth and marketing, the onboarding experience needed to feel intuitive and self-guided for completely new users entering the platform.

Alongside usability testing, session recordings were analyzed through PostHog to identify repeated patterns, confusion points, and behavioral drop-offs across the flow.

Illustration of a confused user looking at custom fields and form controls

01 —

Users Were Guessing Their Way Through

Step 3 and 4 created the most friction. Users paused, reread labels, and guessed what to do next.

Illustration of a user comparing options in a table

02 —

Extra Content Became a Distraction

The comparison table pulled attention away from setup, adding cognitive load instead of helping decisions.

Illustration of a frustrated user with repeated questions and backtracking

03 —

Too Many Clicks for Simple Actions

Users kept moving back and forth to recheck choices, creating unnecessary effort and confusion.

Core Insight

The issue wasn't complexity — it was lack of direction.

Users didn't need more information. They needed a flow that clearly guided them through what mattered, in the right order.

Transformation

See the difference.

Drag the slider to compare the original interface with the redesigned version.

Before
After
Redesigned interface
Original interface
Drag to compare

Strategy

Three principles.

Guided linear flow

Steps structured in sequence. Critical configuration cannot be skipped.

UX writing

Microcopy explains intent and consequences, not just labels.

Simplification

Visual noise removed. Focus on decisions that matter.

Final screens

The new setup journey.

Welcome screen with onboarding video

Getting started

A welcoming intro that sets expectations before users dive in.

Campaign setup dashboard with progress indicators

Campaign overview

Everything at a glance — progress, actions, and next steps.

Return address configuration screen

Shipping setup

Where devices go when employees return them.

Step-by-step configuration checklist

Step-by-step flow

Guided sequence ensures nothing important gets skipped.

Form builder with drag and drop fields

Custom fields

Capture exactly the data you need — nothing more, nothing less.

Employee action options configuration

Employee actions

Define what happens next — keep, recycle, or return.

Device type selection screen

Device types

Laptops, phones, tablets — specify what gets recovered.

Design Decisions

Every change had a reason.

Wallet Selection Redesign

From dropdown friction to one-tap selection

  • •Removed the comparison panel that added unnecessary visual noise to the interface
  • •Replaced dropdown wallet selector with visible card-based selection — users typically have 1-5 wallets, making a dropdown unnecessarily cumbersome
Multi-Select Simplification

Eliminating unnecessary clicks

  • •Original design buried options inside a dropdown with two choices and an "Add more" button for multi-select
  • •Each additional selection required: open dropdown → select option → click "Add more" → repeat

The redesigned flow delivered measurable results.

Setup completed ~30% faster on average.

Configuration errors reduced by ~45%.

Noticeable decrease in support tickets post-launch.

Reflection

For enterprise tools, clarity is a feature.

This redesign shows how guided UX, strong writing, and restraint can directly reduce operational load.

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