Lead UX Designer
Bringing user adoption software to Engage, M360 and VouchedFor
The challenge
None of Defaqto's products — Engage, M360, or VouchedFor — had any user-adoption or in-app guidance tooling. Notifications, training material, and onboarding all lived outside the product.
Users had no in-context help, no guided tours, and no way to learn about new features as they shipped. I needed to fix that across all three products.
Process
I researched the market for user-adoption tools — evaluating Appcues, Pendo, and Userflow — and chose Userflow for its lower cost and richer feature set. To prove it out, I built a proof of concept using guided tours on a demo version. I also visualised how the toolset would look and feel, by creating Figma components matched to Userflow's theme and technical constraints, so stakeholders had a concrete sense of how it would land before we committed. Once approved, I set up the core Defaqto theme inside Userflow, plus a set of theme variations to handle different layouts — from a small left-nav to a top-nav — so it fit each product's specific context. I documented the setup in Confluence and onboarded the customer success team.
Gallery
Results
The rollout improved in-product notifications, gave users better access to training material, and introduced interactive guided tours and AI assistance for common queries, across all three products. I also began tailoring NPS surveys using Userflow's segmentation. Exporting response data into Miro and analysing it by segment showed that integration users were reporting performance and error issues far more than any other group — a finding that fed straight back into the product roadmap.
Key learnings
Segmenting feedback, instead of reading it in aggregate, turned a single NPS score into an actionable signal. Knowing that integration users specifically were hitting performance issues meant the fix could target the right audience, instead of being guessed at.
Role
Lead UX Designer
Category
Userflow