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CASE STUDY
Operations Launchpad
Operations Launchpad is a platform designed to unify L-Allergan and L-AbbVie analytics and reporting into a single, intuitive dashboard, simplifying access to key data and delivers personalized insights to business users.
The goal? Empower teams with faster, smarter decision-making while reducing dependency on manual support, and increase user engagement.
PROJECT DURATION
18 Months
ROLE
Lead User Experience Designer
TOOLS
Adobe XD, Figma, Illustrator, JIRA
THE PROBLEM
The business was struggling with low user adoption of the internal analytics platform. A key challenge was the high bounce rate on the homepage, and a complex navigation structure that led to a high volume of support requests.
MY PROCESS & CONTRIBUTION
Discovery & Research: I kicked off the project by leading strategic UX initiatives to understand the core problems. I organized collaborative workshops with cross-functional teams to hear their pain points directly. We also analyzed existing platform data, which confirmed our high bounce rate and low session duration. This research helped us identify key friction points and align our design efforts with business goals.
Ideation & Alignment: I championed new visualization models that boosted comprehension. I then took these ideas and presented them to stakeholders, communicating our design decisions and demonstrating the potential impact to earn their alignment and buy-in.
ESTABLISHING A COHESIVE PRODUCT IDENTITY
The platform's initial inconsistency was a major pain point, contributing to user confusion and a fragmented experience. My goal was to create a visual identity that was not only aesthetically pleasing but also strategically functional. We needed a theme that could unify the diverse functionalities of the platform while making it feel intuitive and professional.
Data
Operations
Launch
A Strategic Color Palette: We developed a vibrant, multi-colored theme that was more than just a visual choice. The rich interplay of dark blue, purple, green, and orange was intentionally chosen to visually differentiate the platform's diverse functionalities, helping users quickly identify and navigate between different modules without getting lost. This approach captured the platform's essence as a "unifying force" while directly improving clarity.
Readability as a Priority: A foundational element of the revamp was prioritizing readability and brand consistency. By adhering to the company's established typography and implementing the modern, crisp Roboto typeface, we ensured that all data and instructions were easily digestible, directly addressing the "data hard to interpret" challenge from our initial problem statement.
A Foundation for Consistency: To combat the complex and inconsistent layouts of the old platform, I leveraged pre-defined 12-column grid system. This structured foundation was crucial for creating a clear, predictable, and cohesive layout that users could easily understand and navigate, regardless of which dashboard or report they were viewing.
FROM COMPLEX TO COHESIVE: A NEW NAVIGATION FLOW
The Cognitive Search feature in action: a predictive text search that instantly surfaces recent queries and user-specific suggestions, narrowing down the result list in real-time.
Navigating a vast sea of reports was a significant bottleneck. Users often knew what they were looking for, but the existing search was too rigid and couldn't understand their intent. My goal was to create a smarter way to find critical information.
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My solution was to design a Cognitive Search feature that behaves more like a helpful assistant than a typical search bar. Powered by natural language processing and semantic understanding, it anticipates what you need as you type. This predictive capability and intuitive interaction revolutionized how users accessed information, dramatically cutting down the time they spent searching and getting them to the data that matters most.
Predictive search helped surface results faster.
Natural language input enabled more human interactions.
Semantic search understood intent behind queries.
Keyword tagging improved accessibility.
FINDING INFORMATION, FASTER: THE COGNITIVE SEARCH
The redesigned workflow for gaining application access, showing a user-friendly pop-up window with tailored instructions for the "KINNECT Control Tower" application.
Dynamic and Contextual Tooltips: To provide a truly intuitive experience, the tooltips in the Access Request Guide were designed to automatically adapt, providing specific, tailored information based on the type of application, report, or transactional tool the user is interacting with.
Tailored Guidance for Every Request: The Access Request Guide isn't a one-size-fits-all solution. The instructions and workflow automatically vary based on the specific type of application, report, or transactional tool a user needs access to, ensuring they get the right information every time.
A key point of friction we uncovered in our research was the chaotic process of gaining access to new tools and reports. The old way - sending manual emails to various product owners - was a recipe for delays, confusion, and frustration. It was a clear barrier to user autonomy.
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To solve this, I designed a streamlined, step-by-step guide right within the dashboard. This intuitive workflow empowers users to navigate the access request protocols on their own, providing a clear path for submitting requests through our existing systems. The result was not just a more efficient process, but a more confident user - one who no longer has to wait for an email to move forward.
EMPOWERING USERS WITH SELF-SERVICE: THE ACCESS REQUEST GUIDE
THE IMPACT: RESULTS & KEY TAKEAWAYS
The redesign of Operations Launchpad was a resounding success, directly addressing our initial challenges with measurable results.
Productivity Soared by ~60%: The new intuitive navigation and search functionality significantly reduced time spent on tasks, leading to a huge boost in productivity and more informed decision-making.
High User Satisfaction: By building a solution based on user research, we saw a significant increase in user engagement and satisfaction.
Eliminated Friction: The new access request guide streamlined a previously chaotic process, empowering users to be self-sufficient and reducing manual support requests.
Strategic Alignment: Stakeholders were thrilled with the new platform, reporting improved insight-driven decision-making across all departments.
Thank you for making it to the end!
I appreciate you taking the time to dive into my process. This project was a collaborative effort, and I believe the best solutions are built together. If you're passionate about creating impactful products, I'd love to connect.
© Vraj Shah 2025
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