UX Redesign of a B2B Fintech Reconciliation Dashboard That Cut Support Tickets by 41%
Nevix Technologies led the UI/UX redesign of a UK-based B2B fintech's reconciliation dashboard. Through user research, workflow redesign, and a reusable design system, the project reduced support tickets by 41% and cut new-user onboarding time in half, without removing any of the product's underlying power.
−41%
Support tickets within 90 days
2×
Faster new-user onboarding
+19%
Trial-to-paid conversion
1
Reusable design system for all future work
The challenge
The platform handled complex financial reconciliation, but its interface had grown feature-by-feature with no consistent structure. Finance teams could do almost anything in it — once someone showed them how. New users abandoned trials, onboarding calls were long, and the support inbox filled with the same how-do-I questions every week.
- Dense screens with no clear visual hierarchy or primary action
- Inconsistent components and patterns across modules
- Long, hands-on onboarding required for every new account
- Repetitive support tickets driven by confusing core workflows
Our approach
- 1
User research and journey mapping
We interviewed finance users and the support team, watched real reconciliation sessions, and mapped where people hesitated, backtracked, or reached out for help.
- 2
Information architecture and flows
We restructured navigation around the actual reconciliation workflow, defined a clear primary action per screen, and rebuilt the most error-prone flows as guided steps.
- 3
Wireframes and validation
Low-fidelity wireframes were tested with a handful of real users early, so we corrected direction before investing in polished UI.
- 4
Design system and high-fidelity UI
We built a reusable component library — tables, filters, statuses, empty states — in Figma, then designed clean, consistent high-fidelity screens on top of it.
- 5
Developer-ready handoff
Every screen shipped with specs, states, and tokens, plus a documented component library so the in-house engineering team could implement quickly and stay consistent.
Technology stack
The tools and technologies we used to deliver this engagement.
- Figma
- Design tokens
- Component library / design system
- Usability testing
- Accessible (WCAG-aware) UI patterns
The outcome
The redesigned dashboard let finance teams reconcile confidently on their first day instead of their first month. Support load dropped sharply, sales could demo a product that looked as credible as it was capable, and the design system became the shared language for every new feature the team shipped afterward.
“They didn't just make it prettier — they made it make sense. Onboarding calls used to take an hour; now most customers are productive before we even get on the phone.”
Representative project. The client identity is anonymized to respect confidentiality; details illustrate our typical approach and results.
FAQ
Frequently asked questions.
Common questions about this engagement. Have something else? Reach out.
We traced the most common support questions back to confusing workflows, then restructured the information architecture, clarified the primary action on each screen, and rebuilt error-prone flows as guided steps — which cut repetitive tickets by 41% within 90 days.
Related service
UI/UX Design
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