challenge

Originally launched a few years prior with the best of intentions but no user research, Clumio’s backup policy experience needed an overhaul. As the lead designer, I set out to provide users with clarity and reassurance, eliminating their reliance on customer support to verify policy details. My challenge was to unify the diverse constraints of various data asset types into a streamlined, intuitive, and highly effective solution, empowering users with confidence and control.

Visitor analytics, user feedback, and past insights revealed 4 key findings:

• Low engagement: Most users visited the platform about once a month.

• Poor visibility: With no dedicated policy details page, 59% of “edit policy” clicks were just to view information.

• Unmet expectations: 83% of users wanted clearer visibility into backup status and failure prevention.

• Support dependency: Many relied on customer service for basic policy clarification.

I wireframed early concepts as a wizard to simplify the complex experience and collaborated with our design system lead to develop a fullscreen modal, introducing a new design system component. This approach included a final summary screen with an interactive table, enabling powerful in-line editing while keeping information easily accessible.

I conducted usability studies on mid-fidelity prototypes, revealing a 70% user satisfaction and task success rate. The findings highlighted the detailed final summary screen as a key feature, with users prioritizing clarity over extensive customization.

Goal

To ensure the project’s success, I focused on designing a transparent, trustworthy experience that empowered users to manage their policies with confidence and autonomy. In close partnership with product and engineering, I guided a research-led redesign that exposed key usability challenges and transformed them into a more visible, trustworthy, and streamlined experience. I collaborated with my systems lead to develop new components that enhanced consistency and scalability across the platform, aligning around a unified, user-centered solution. By centering the experience on an at-a-glance summary and removing the step-by-step flow, I delivered instant clarity and made policy management more seamless and self-sufficient.

The final design featured a full-screen, at-a-glance policy summary showing the backup schedule across all timeframes. A dropdown let users add asset types step-by-step, simplifying and focusing the process.

Configuring policies one element at a time was made intuitive. I collaborated with my design system lead to create a new show/hide component within the checkbox hover element, revealing additional information progressively as needed based on the user’s selection.

A policy details page, inspired by the summary concept, was added to the Policies section, offering users a clear, centralized view of their configurations. This eliminated the need to click “Edit” just to view details, simplifying the process and making policy management more intuitive.

Results

The redesign successfully achieved its goal of creating a more transparent and self-sufficient experience, with follow-up feedback sessions showing nearly 100% user satisfaction and stronger confidence in managing policies without assistance. Every participant successfully completed key tasks and found the information they needed at a glance, aligning with our focus on visibility and trust. These results were reinforced by a measurable drop in policy-related support inquiries, confirming that the new design improved both user autonomy and operational efficiency.