Scalable UX for Enterprise SaaS

Led a design team in overhauling Citrix’s flagship cloud product, working alongside a dedicated UX research team to conduct statistically significant usability studies. Balanced enterprise complexity with intuitive workflows, ensuring both technical and non-technical users could navigate and succeed.

Citrix | UX Design Lead / Manager | Jul 2017 – Aug 2019

1. Context & Challenge

Citrix provides enterprise-level cloud services to a global customer base with varied needs and technical skill levels. Over time, the flagship cloud product’s interface became fragmented — with inconsistent patterns, buried functionality, and workflows that were efficient for some users but confusing for others.

The challenge: redesign the experience to improve usability and consistency without disrupting customers managing critical, ongoing workloads.

2. My Role

As UX Design Lead & Design Manager, I was responsible for:

  • Setting the design vision for the cloud product overhaul

  • Collaborating with the UX research team to design and interpret large-scale, statistically significant studies

  • Managing and mentoring a team of designers in the Raleigh office

  • Partnering with Product Management and Engineering to align on priorities and phased delivery

3. Research & Discovery

Methods used:

  • Statistically Significant Usability Studies – Large-scale testing to ensure changes would benefit the majority of users without introducing regressions

  • Task Success Rate & Time-on-Task Analysis – Baseline measurement to quantify improvements

  • Heuristic Evaluations – Identified inconsistencies and accessibility issues across the interface

  • Competitive Benchmarking – Compared workflows to competing platforms to spot competitive gaps

Key insights:

  • Navigation patterns were inconsistent between related products, slowing multi-product users

  • Some core tasks took 2–3x longer for non-technical users

  • Technical users valued direct access to advanced features, while less technical users needed clear, guided paths

4. Design & Iteration

  • Established core navigation and interaction patterns to unify workflows across cloud products

  • Created role-based views to cater to both technical and non-technical personas

  • Introduced progressive disclosure to keep interfaces clean while making advanced features easily accessible

  • Partnered with engineering to phase releases, minimizing risk of disruption to ongoing workloads

5. Outcomes & Impact

  • Improved task success rates by measurable margins in follow-up usability studies

  • Reduced onboarding time for new users, as reported by customer training teams

  • Increased design system adoption across multiple Citrix products, improving consistency and reducing rework

6. Reflection & Relevance

This work reinforced the value of combining rigorous, large-scale research with careful iteration in complex, high-stakes environments. The ability to unify workflows for diverse users — while ensuring stability during change — is directly relevant to designing for multi-role, multidisciplinary teams in healthcare settings.