Opportunity & vision
Rescuing a struggling credit platform.
NRG's ePic platform suffered from slow performance and confusing interfaces. Analysts avoided cluttered screens where data flags were hidden, and each new feature compounded the chaos. The redesign aimed to refocus on real user needs, simplify workflows, and establish clear data-trust signals.
- Uncover and prioritize core usability issues.
- Reduce cognitive load and clicks for analysts.
- Rebuild trust in data accuracy and workflow clarity.
Approach
Stakeholder workshops, contextual inquiry, validated prototypes.
Initial 1-on-1 interviews and platform walk-throughs informed three high-fidelity personas. Low-fidelity wireframes for core tasks underwent rapid iteration, followed by moderated validation sessions. Refined mockups and annotated specifications enabled a seamless developer handoff.
Process
Four phases, end to end.
Key deliverables
A single source of truth.
- Three actionable personas mapped to 15+ task flows to pinpoint friction.
- A 30-page usability report uncovering 52 critical UI issues across two validation rounds.
- Low- and mid-fidelity wireframes for dashboard, initiation, and summary screens.
- A prioritized backlog of 15 UX improvements tied to measurable KPI gains.
You guys did a great job making us understand our frustrations. We were very impressed — David presented it exceptionally. We're excited about the next phase.
Leading the ePic optimization reinforced the power of evidence-based UX: by anchoring every decision in real analyst workflows, we turned a cumbersome tool into an intuitive, trusted platform.
