Confidential
2021
When removing features improves the product
Highights
Using research evidence to advocate for counterintuitive design decisions
On a content platform where the majority of users couldn't find content, I led research that revealed the problem wasn't missing features—it was feature overload. My design decisions focused on removing complexity rather than adding capabilities, requiring stakeholder education on why "less is more" would actually solve user problems.
Retrospective
Users had become their own UX researchers
The most telling insight: users had developed their own workarounds and were training colleagues manually rather than trusting the platform. Sending someone to search alone meant the work simply wouldn't get done.
Survey data confirmed: the majority struggled finding content. This wasn't an "engagement problem"—it was a usability crisis.
Based on evidence, I drove counterintuitive decisions: removing features that created cognitive load without improving results. This project reinforced how powerful it is to reduce to what truly helps users reach their goals—and expanded a 4-week discovery into a six-figure strategic partnership.
