How did you identify the 23 UX failures in the existing product?

Through a combination of methods: heatmaps showing where users were clicking versus where they were supposed to click, session recordings showing specific moments of confusion, and user interviews. Each failure was mapped to a specific user journey moment and rated by frequency and severity.

How long did the design system take to build?

The core design system with components took 4 weeks. We built it in parallel with the UX research phase so that when the information architecture was finalised, we had a component library ready to compose the high-fidelity screens — dramatically compressing the overall timeline.

Did you measure the business impact post-launch?

Yes. We tracked 90-day retention as the primary success metric — it moved to a solid 38% relative lift. We also measured feature discovery rate (users who clicked the key feature within the first session) and task completion time for 3 benchmark tasks.

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UI/UX Design

Case Study · UI/UX Design

+38% User Retention Through Better Design.

How a research-driven UX redesign of a FinTech wealth management dashboard turned churning users into power users — in 10 weeks.

Service

UI/UX Design

Location

UK & Australia

Duration

10 weeks

Year

2026

Industry

FinTech / Wealth Management

Project Overview

A UK-based wealth management FinTech was experiencing a serious retention problem. Their platform had strong acquisition numbers — a 40% trial-to-paid conversion rate — but a painful 62% churn rate within the first 90 days. Exit surveys pointed to the same issue repeatedly: the dashboard was overwhelming, the data was hard to understand, and users couldn't find the features they were paying for.

Key Insight: Progressive Disclosure Wins

Hiding secondary complex metrics behind interactive dropdowns and detail tabs increased visual clarity, lowering user drop-offs. Users don't need all the data all the time; they need visual cues that direct actions.

The Challenge

The Problem

The existing dashboard was built by engineers without dedicated design input — it showed every data point it could, with no hierarchy or user journey in mind. The result was a screen with 47 visible data points, 12 navigation items at the same visual weight, and no clear path from 'I logged in' to 'I took action on my portfolio.'

62% churn within first 90 days despite strong trial conversion

Dashboard displayed 47 data points with no information hierarchy

Average time to complete a common task (check portfolio performance): 4.2 minutes

11% of paying users had never used the most valuable feature — it was buried 3 clicks deep

No mobile responsive design — 38% of users were trying to access via phone

Our Solution

Our Approach

We ran a structured 3-phase UX process: research and diagnosis, information architecture redesign, and high-fidelity UI production with a scalable design system.

UX Research & Audit

Conducted 14 user interviews, heatmap analysis (Hotjar), session recording review, and a cognitive walkthrough of the existing product. Identified 23 critical UX failures — mapped to specific churn moments in the user journey.

Information Architecture

Reduced the primary dashboard from 47 to 9 visible data points — surfacing only what drives immediate action. Introduced a progressive disclosure model: summary first, detail on demand. Rebuilt navigation with a clear 3-tier hierarchy.

Design System & Component Library

Built a 200-component Figma design system (data visualisation components, form patterns, status states, empty states) with full dark mode support — enabling the engineering team to build consistently without per-feature design decisions.

Usability Testing

Ran two rounds of moderated usability testing with 12 participants each, iterating on task completion rates. By the final prototype, average time-to-insight dropped from 4.2 minutes to 90 seconds.

Execution Timeline

Our Step-by-Step Process

Weeks 1-2

UX Audit & Heatmaps

Evaluating Hotjar records, reviewing session recordings, and interviewing 14 users.

Weeks 3-4

Wireframes & Flows

Re-routing information hierarchy, simplifying navigation layout, and outlining user paths.

Weeks 5-7

Figma Design System

Creating high-fidelity layouts, building token systems, and designing dark mode components.

Weeks 8-10

Usability Testing & Handoff

Conducting user tests on Maze, iterating designs, and exporting tokens for engineering team.

Tech Stack

Figma
FigJam
Hotjar
Maze (usability testing)
Lottie (micro-animations)
WCAG 2.1 AA compliance audit
Developer handoff via Figma tokens

Results

Measurable impact — verified outcomes

+38%

User retention at 90 days

Up from previous baseline 90-day retention

90s

Time-to-insight

Down from 4.2 minutes

+80%

Feature discovery rate

For previously buried key features

Core component system

Delivered for engineering team

Retrospective

Lessons Learned & Refinements

Developer Tokens Handoff

Designing tokens inside Figma and exporting as JSON speeded up frontend styling by 3 weeks.

Simplified Navigation

Collapsing the sidebar into 3 core categories stopped early dashboard dropouts.

"I've worked with design agencies before who gave us beautiful screens that our engineers couldn't build. Futurise gave us a working design system that our team could extend themselves. The retention lift speaks for itself."

James R.

CEO, UK FinTech Wealth Platform

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