Sales teams needed every part of buying a service in one place, but used several internal tools to build a single quote. As senior experience designer, I worked across product, process and system simplification for a configure-price-quote platform used by a global sales team.

We mapped the end-to-end flow — from selecting an opportunity and service, to configuring, checking availability by location, pricing and quoting — to see where the tools collided.

Our open card sort got a 20% response rate. Instead of waiting, I quantitatively derived insights from the answers we had to understand how complex operational users think, and used them to settle the priority of elements in the information architecture. I also partnered with our research lead on a usability test plan, so every design variant could be tested with end users.

A default view of all products categorised as packages, à-la-carte and existing contract products (user control and freedom); quick filters for availability by service delivery country (flexibility and efficiency); and feature-level availability once a user opts in (recognition rather than recall). The approach kept pivoting — I learned to stay on foot for client impact.

22 ideas for product simplification, 59 for process and 63 for system simplification — across 300+ interfaces and methods and 200+ screens. Less dependency on internal tools, less abandonment, easier adoption across roles. And a client-team conflict resolved by going deep enough into the product to disagree on the facts.