Context
The product introduced a redesigned navigation to accommodate a growing set of features. Existing users relied on established paths and muscle memory to complete tasks.
Problem
A navigation change risks breaking user workflows at release:
- Users cannot find features in their expected locations
- Task paths change without clear guidance
- Support and success teams receive the same “where did X go?” questions
Without preparation, users have to relearn the product under time pressure.
My role
I documented the migration path, preserving key workflows and providing a clear transition from the old navigation to the new one.
Approach
- Identified the most common user tasks impacted by the change
- Mapped old navigation paths to new locations for those tasks
- Wrote a guide with before/after cues and minimal steps per task
- Aligned wording and visuals with product and marketing for release
Key decisions
- Organized the guide by tasks, not by UI sections
- Used explicit “before / after” comparisons instead of descriptions
- Focused on high-frequency workflows rather than full coverage
- Prepared release-ready copy for announcements and help center reuse
What changed
- Users can find features after the redesign without relearning the interface
- Support and product teams rely on a single guide during rollout
- Guidance is available before release, reducing reactive support
Evidence
No rollout analytics or support-volume metrics were available for this case study. The evidence is based on the content structure:
- Old-to-new navigation paths mapped for high-frequency tasks
- Before/after cues reduce reliance on memory during transition
- A shared reference aligns support, product, and customer communication
Takeaways
- Navigation changes require task-based guidance, not feature lists
- “Before / after” mapping reduces relearning cost for existing users
- Preparing documentation before release prevents reactive support work