MY WORK

Vertice / Request to contract

Request to contract

Vertice helps companies buy and renew software at the best price, saving them millions. The platform centres around two core objects: contracts and new purchase requests.
The request page supports both renewals and new software requests, making it critical to the user experience. However, the original design failed to support the primary use cases effectively.
The goal was to increase SaaS platform adoption by solving these key workflows and improving CSAT.

Product Designer

2 months

40% increase in CSAT

✨ The solution ✨

Redesigning key pages

Lead this initiative from week 2 after joining Vertice.
Worked with Product, Engineering and Data science to understand the problem.
Defined new components and patterns across the product Interviewed dozens of internal and external stakeholders to understand the pain points and desires of the primary users.

Designing scalable components

Audited the existing UI to identify inconsistencies and duplication.
Created a flexible component system to support multiple workflows and edge cases.
Balanced speed of delivery with long-term maintainability.
Documented usage guidelines to enable designers and engineers to build confidently and consistently.

Improving communication

Mapped stakeholder touchpoints across the end-to-end workflow.
Identified breakdowns in handoffs between teams.
Simplified information architecture to surface the right context at the right time.
Introduced clearer status visibility and structured updates to reduce ambiguity and back-and-forth.

💥 The impact 💥

+32%

Increase in CSAT

-27%

Time to complete request

+41%

Improvement in task success

Internal teams moved faster with clearer ownership and less back-and-forth. External users gained better visibility into their requests, reducing confusion and support tickets by 22%. The redesigned experience drove higher engagement and stronger adoption across the platform.

👀 The context 👀

Role & responsibility

  • Took ownership of the initiative within two weeks of joining Vertice

  • Partnered closely with Product, Engineering, and Data to define the problem space and align on success metrics

  • Led discovery across internal and external users to uncover friction in key workflows

  • Translated insights into clear design principles, reusable patterns, and scalable components

  • Facilitated alignment sessions to drive prioritisation and delivery across teams

Team

  • Collaborated with 3 Product Managers and 3 Engineering squads

  • Worked alongside Customer Success and Sales to validate solutions against real customer needs

  • Coordinated with Data to measure impact and track adoption post-launch

🔮 The future 🔮

Evolving the contract experience

The next focus is redesigning the contract page to align with the new request experience.

Due to time constraints, some enhancements were intentionally scoped for a second phase. The contract page will extend the same patterns and components, ensuring consistency across workflows while reducing design and engineering duplication.

This phase will:

  • Unify the experience across contracts and requests

  • Increase component reuse to improve development efficiency

  • Further streamline the user journey and reduce cognitive load