back to impact
turning complex b2b commerce into a clearer digital experience
end-to-end ux transformation across web and mobile for a b2b commerce platform serving more than 3 million brands.
62%
reduction in task time across key user flows
industry
b2b commerce
type
digital commerce platform
mandate
experience transformation
the starting point
a fast-growing b2b commerce platform serving more than 3 million brands had built significant scale across its global user base.
but that scale brought complexity. different users, high-volume interactions and increasingly mobile-first behaviors were placing new demands on the digital experience. the website and app needed to make complex transactions easier to navigate while presenting a more consistent and professional experience.
as the platform continued to grow, the business needed an experience that could support conversion, retention and trust without adding more friction for users.
the opportunity
clarient was brought in to rethink the end-to-end user experience across desktop and mobile.
the engagement covered ux research, information architecture, interaction design, prototyping, ui design and mobile ux strategy. the work also included a scalable design system and close collaboration with product and technology teams to ensure the redesigned experience could translate into faster, more consistent delivery.
our contributions
UX Audit and User ResearchInformation ArchitectureInteraction Design and PrototypingUX and UI DesignMobile UX StrategyDesign System DevelopmentUsability TestingProduct and Technology Collaboration
the complexity
the platform had to serve multiple user types and support high-volume daily interactions, but the experience was making those journeys harder than they needed to be.
navigation lacked structure and consistency. key mobile actions were not optimized for smaller screens. The visual identity had become fragmented, while the overall ux did not fully support self-serve behaviors or the platform's continued growth.
the challenge was to simplify the experience without losing the functionality required by a complex b2b commerce platform.
the transformation
clarient approached the redesign as an experience transformation rather than a visual refresh.
user research, journey analysis and information architecture were developed alongside the design system so improvements to individual interactions could create a more coherent experience across the platform.
make complex journeys easier to navigate
we identified friction across key user journeys through stakeholder interviews, user research and ux audits. New information architecture, interaction flows and prototypes created clearer paths through the platform and reduced unnecessary steps.
create a consistent experience across devices
the experience was redesigned across desktop, mobile and responsive product interfaces. a mobile-first approach improved usability for key actions, while a unified visual language brought greater consistency to the platform.
build a system that could scale
a modular design system gave product and technology teams reusable components and clearer design-development handoffs. iterative usability testing and refinement helped ensure the system could support new features without recreating ux inconsistencies.
make complex journeys easier to navigate
we identified friction across key user journeys through stakeholder interviews, user research and ux audits. New information architecture, interaction flows and prototypes created clearer paths through the platform and reduced unnecessary steps.
create a consistent experience across devices
the experience was redesigned across desktop, mobile and responsive product interfaces. a mobile-first approach improved usability for key actions, while a unified visual language brought greater consistency to the platform.
build a system that could scale
a modular design system gave product and technology teams reusable components and clearer design-development handoffs. iterative usability testing and refinement helped ensure the system could support new features without recreating ux inconsistencies.
the outcome
clarient transformed a fragmented digital experience into a faster, more scalable foundation for a high-volume b2b commerce platform.
the redesigned journeys made key tasks easier to complete, while clearer navigation and stronger mobile usability created a more consistent experience across devices. the impact was measurable: task time across key flows fell by 62%, while mobile usability scores increased by 48%.
performance improved alongside usability. improvements across core pages contributed to a 30% reduction in bounce rate, helping more users move through the platform instead of dropping out.
the transformation also changed how the platform could evolve internally. a reusable design system and closer design-development collaboration reduced handoff time by 3×, giving teams a faster path from design decisions to implementation.
these gains went beyond a better interface. the new experience gave the business a scalable foundation for introducing new features, responding to changing user needs and expanding the platform without creating more inconsistency or friction.
these gains went beyond a better interface. the new experience gave the business a scalable foundation for introducing new features, responding to changing user needs and expanding the platform without creating more inconsistency or friction.
the result was a digital experience built to match the demands of the business: faster for users, more efficient for teams and ready to scale.