Services Used
The Challenge
NETGEAR’s Engage desktop application required a refreshed visual identity and improved usability to meet evolving user expectations. While functionally robust, the experience lacked clarity for new users and efficiency for existing ones.
The primary challenge was to simplify workflows, improve discoverability of key features, and create a more intuitive onboarding and support experience—without disrupting established usage patterns in an enterprise environment.
Key Pain Points Identified
- Steep learning curve for first-time users
- Lack of structured onboarding experience
- Support access not easily discoverable
- Limited visibility of app updates and changes
- Inconsistent visual hierarchy across screens
Research & Discovery
User Workshops
Led collaborative workshops and iterative reviews with NETGEAR stakeholders to understand user workflows, business goals, and key operational challenges.
Experience Analysis
Analyzed user journeys to identify friction in onboarding, support, and feature discovery, using continuous feedback to validate and refine solutions.
Key Research Findings
32%
Usability friction occurred during initial onboarding
27%
Users struggled to locate support features quickly
22%
Feature adoption gaps were linked to low update visibility
- Step-by-step onboarding for new users
- Reduced learning curve through contextual guidance
- Faster time-to-value for first-time users
- Embedded support options within key workflows
- Faster issue resolution without leaving the app
- Improved user confidence and satisfaction
- Clear visibility of app updates and changes
- Reduced confusion after feature releases
- Increased adoption of new functionality
Measurable Impact
Onboarding Completion
Higher user success during initial setup and account activation.
Support Friction
Improved accessibility and reduced dependency on manual support.
Workflow Efficiency
Streamlined task flows leading to faster user actions.
Time to Feature Discovery
Improved feature awareness through better navigation and UI cues.
Overall Usability Score
Enhanced platform experience and user satisfaction.
User Engagement & Retention
Increased repeat usage driven by clearer workflows and better support visibility.
Methodology & Testing
Stakeholder Collaboration
Regular feedback and alignment sessions
Iterative Design
Continuous refinement based on reviews
Usability Validation
Flow checks across key tasks and journeys
NETGEAR
Key Learnings & Insights
Onboarding Shapes First Impressions
Embedded Support Reduces Friction
Clarity Drives Efficiency
Feedback Loops Matter
Design Process Deep Dive
