I led an initiative to investigate and solve why 67% of user sessions ****ended before they even reached the homepage. Using UX research and small but strategic design changes, I improved usability, user satisfaction, enhanced platform adoption AND reduced bounce rate by 58%.

✨ Project Overview

🙋 Context

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CultureAI is an intelligence-driven defence company built to help keep companies safe. The B2B SaaS platform is used by CISO's and security analysts to monitor their employees and automatically intervene if they do something risky. In Nov 2024 I noticed a worrying statistic in HotJar, something no one in the business was aware of.

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🔍 My Role

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I was the lead product designer, responsible for:

• UX Research (session analysis, stakeholder interviews)
• UX Writing & UI Design
• Product Collaboration
• Performance Escalation
• CS Liaison
• QA & Rollout Support </aside>

⚠️ Problem

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Between April and October 2024, I used HotJar to uncover a major usability issue:

• 13,200 logins
• 8,800+ sessions bounced without interacting
• 96% of bounces occurred on or before login

This was high friction during first contact with the product, often among stakeholders or first-time users and posed both reputational and adoption risks, what was going on?!

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🎯 Business Goals

1️⃣  Identify friction points across login flows

2️⃣  Improve first-time and returning user login experience

3️⃣  Enable CS and platform admins to more easily identify and resolve access issues

4️⃣  Reduce bounce rate to increase platform engagement

🧪 Research & Discovery

I conducted a multi-source analysis to get to the root of the issue:

Hotjar

• Users were abandoning SSO logins due to long load times