UI/UX Design · ConnectClient
ConnectClient is an internal admin and back-office platform built on SAP Fiori. The existing UI wasn't user-friendly and didn't follow DKSH branding. The goal: improve usability and visual consistency while working entirely within SAP Fiori's system constraints.
Key Issues
Visual elements didn't align with DKSH brand guidelines.
Users struggled to find key features and workflows.
Important information got lost in cluttered layouts.
Focus Group
I conducted a focus group with internal users to validate usability issues before proposing changes. Two insights stood out: dense layouts felt overwhelming, and clear hierarchy directly improved user confidence, while consistent branding increased trust in the platform.
Discovery & Research
ConnectClient is used by internal reps, but every delay shows up in a client's inbox. Research focused on the reps themselves and how ConnectClient sits inside the wider SAP Fiori ecosystem.
Represents the internal rep who checks order status and approvals across SAP Fiori and ConnectClient daily.
Supervises the approvals queue and steps in when reps flag a status conflict between systems.
Owns the data pipeline between SAP and ConnectClient, and is the first call when sync breaks.
Doesn't use ConnectClient directly, but depends entirely on what the internal team reports back to clients.
Early assumption persona built before supervisor interviews were scheduled.
Assumption persona for onboarding new reps, before shadowing sessions were arranged.
Used to frame governance requirements ahead of a compliance stakeholder review.
Assumption persona representing the support escalation path, pending IT team interviews.
Synthesized from shadowing 6 client service reps over two weeks.
Maps the internal operators against the governance and integration owners around ConnectClient.
Highlights ConnectClient's role as the internal layer between SAP and client-facing systems.
Raw research notes clustered into themes during a synthesis workshop, surfacing the patterns behind user pain points.
Design Approach
Simplified interfaces with better spacing and organization.
Clear prioritization of information and actions.
Consistent colors, typography, and design language.
Delivered entirely within SAP Fiori's system constraints.
Journey & Flow
Because ConnectClient has limited-access SAP Fiori integration, the flow and blueprint work centred on data handoffs, mapping exactly where sync delays and permission gaps were introduced.
End-to-end emotional curve across the approval review journey, from first touch to task completion, mapped against satisfaction (1–5).
Frontstage actions, backstage operations, and supporting systems mapped against each other to expose handoff gaps.
Primary task flow through the product, including key decision points and drop-off risk areas.
Navigation and content hierarchy used to structure menus, dashboards, and permissions.
Before & After
Impact
Scale and ownership across the ConnectClient portal, from strategy through to delivery.
Strategy & Prioritization
With limited ability to change the underlying SAP system, the numbers below track what ConnectClient itself could control, shown as before → after against the pre-redesign baseline.
Share of support tickets and feedback tied to each theme, before the redesign shipped versus today.
Effort score improved from 3.0 to 5.4 out of 7 across 132 responses. Lower effort correlates with higher retention.
Session recordings and heatmaps reviewed for rage clicks, dead clicks, and scroll depth to locate friction.
Monthly active users against conversion rate, tracked to monitor adoption after each release.
Unmet needs plotted by importance vs. current satisfaction to surface where the biggest opportunity gaps sit.
North-star and supporting metrics compared against their pre-launch baseline to show whether the redesign is actually working.
Quarterly delivery plan covering discovery, build, rollout, and iteration phases.
One-page leadership readout summarizing problem, approach, and measurable outcome.
Why This Matters
This project shows my ability to improve usability in real enterprise systems with tight constraints. Working within SAP Fiori's limitations, I delivered meaningful UX improvements: clearer UI, consistent enterprise branding, and positive stakeholder feedback, that enhanced daily workflows for internal users while maintaining system integrity.