2023
Product design
user research
user testing
metric analysis
strategy
SITUATION
Wellhub is one of the most important players in wellbeing solutions worldwide, with millions of people using the product every day. For years, its backoffice tool relied on a poorly designed experience.
User data was sparse, offering only the bare minimum. It was spread all over the interface, with unnecessary tabs and no clear hierarchy.
User's data were poor, providing just the bear minimum of information.
Data was spread all over the interface, with unnecessary tabs and no proper hierarchy.
TASK
Turn the backoffice tool (Darwin) into something CX agents could actually work with efficiently, backed by real usage data instead of guesswork.
ACTION
We removed the tabs so agents stopped getting lost, and added labels to the left menu for easier navigation. We introduced widgets for quick access to key information, and built a new quick actions menu that let agents perform the most used tasks far faster.
Results
insights & Improvements
We grew from around 270 CX agents to over 1,300 users across 14 areas of the company, and shipped more than 50 new features in 2024 alone. That let us cancel 4 product subscriptions, saving over $700K in third party tools contracts.
