Accelerated customer onboarding by redesigning admin workflows

Role

Product designer
Feature lead
UX Researcher

Before

Fragmented admin workflows

  • scattered settings

  • long scrolling and duplicated blocks

  • key actions hard to find

  • inconsistent controls and layout issues

  • different patterns for similar operations

Time losses

After

Streamlined and standardized workflows

  • repeated patterns unified

  • faster and more predictable work with records

  • interface errors fixed

↓ CES

↓ Admin workload

faster client setup

New redesigned admin tool screen

Product context

Kontur Insurance

A web service for document exchange between insurance companies, clinics, and assistance providers. Integrated with Kontur Diadoc and processes documents containing medical data

Admin tool

An internal tool used to:

  • onboard new organizations

  • configure services and automations

  • manage partner organizations

  • resolve errors and support clients

Users

  • Implementation teams — onboard and configure organizations

  • Support teams — investigate issues and resolve incidents

Problem

Business

Goal

Increase the speed of onboarding new clients.

Problem

Limited capacity of the implementation team slowed product growth

Product

Admin interface as a bottleneck

  • overloaded with secondary settings

  • not structured around key actions

  • inconsistent states and interaction patterns

  • high cognitive load slowing down operations

Research

Goal

Define where implementation team lose time in the admin tool and which workflows impact the business goal of increasing team capacity

Contextual interviews with implementation team

A series of contextual interviews in a “show me how you work” format to observe real workflows instead of abstract complaints

Tasks

Participants were asked to:

  • open their current tasks and walk through them in the admin tool

  • show the most recent client onboarding case

  • demonstrate a typical error and how they resolve it

  • explain their actions and reasoning aloud

What i observed

  • sequences of actions

  • navigation back and forth between screens

  • unnecessary transitions

  • pauses and hesitation

  • repeated data checks

Findings

  1. Admin structure and hierarchy

    • most work happens on the organization record

    • users spend time switching between tabs and searching for sections

    • frequent actions are buried among rarely used settings

  2. Interface inconsistency

    • users repeatedly verify data due to low trust in status indicators

    • inconsistent controls and outdated UI elements slow down recognition

Design hypotheses

1

Restructuring the admin interface around key workflows

Prioritizing frequently used actions and reorganizing page architecture will speed up client onboarding and increase implementation team capacity

2

Standardizing statuses and interaction patterns

Clear status visibility and consistent UI patterns will reduce errors and repeated data verification.

Highlighting flow problem areas

Role

I led the redesign of the admin tool — from identifying the problem to delivering the solution in production

Research results and to-do map

Initiating the redesign

  • connected admin interface issues to the implementation team’s workflow speed

  • identified the highest-impact workflows for redesign

  • aligned the scope of changes with the team

Workflow research

  • conducted contextual interviews with the implementation team

  • identified time-loss points and common errors

  • formulated redesign hypotheses

Admin redesign

  • redesigned the page architecture

  • reworked the organization record page

  • defined the logic for actions and status visibility

Design handoff

  • prepared detailed designs and state specifications

  • documented edge cases and constraints

  • walked the development team through the scenario

  • supported implementation

Design QA

Defining success metrics

Solution

1

Admin interface reorganized around key workflows

  • Page architecture was rebuilt around real implementation workflows

  • The organization page became the main workspace

  • Frequently used actions were moved to the primary interaction area

Example

Previously, a required setting had to be found in a long list of similar parameters. Now settings are grouped into clear logical sections.

2

Interface patterns standardized

  • Status visibility was improved

  • Duplicate UI elements were removed

  • Interaction patterns were unified across the interface

example

Previously, checking a contractor setting required opening a modal edit window. Now key settings are visible directly in the contractors table.

New admin tool flows

Success metrics

Metrics were tied to the bigger client onboarding workflow task. The impact was evaluated at the workflow level, rather than at the level of an isolated feature.

1

Prioritizing key actions will speed up onboarding and increase team capacity

↓

Average completion time of key workflows

↑

Number of organizations handled by one implementation specialist

2

Clear statuses and consistent interaction patterns will reduce errors and repeated checks

↑

Implementation team satisfaction

↓

Support tickets related to onboarding errors

↓

Customer Effort Score (CES) for key workflows

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