How I transformed a complex SaaS knowledge platform into a clean, intuitive experience that reduced agent response time by 40% and increased adoption across support teams.
Project Overview
Knowmax is a B2B SaaS knowledge management platform used by customer support teams in large enterprises. It helps agents find verified answers instantly, create structured knowledge bases, and reduce resolution times. When I joined the project, the product had grown organically with features added over years — resulting in a cluttered interface, low adoption, and high training time for new agents.
My goal was to rethink the experience from the ground up: simplify the architecture, unify the visual language, and create a design system that could scale with the product.
Challenge & Solution
Agents spent an average of 4.2 minutes searching for a single answer. The search was keyword-only, results were unranked, and the article layout buried key information in long scrolling walls of text. Navigation required 4–6 clicks to reach any knowledge article.
I redesigned the search experience with smart filters, contextual ranking, and a progressive disclosure article layout. A new left-rail navigation reduced click depth to 2. A component library of 120+ elements ensured visual consistency across all surfaces.
Research
Before touching Figma, I spent 3 weeks in deep research. I conducted 12 user interviews with support agents and team leads, reviewed 6 months of Hotjar session recordings, and ran a competitive analysis across Guru, Confluence, and Zendesk Guide.
User interview sessions with 12 support agents
Affinity mapping & pain point clustering
Competitive analysis across 4 platforms
Design Process
Wireframes
I started with low-fidelity wireframes to explore navigation structures and search result layouts without getting distracted by visual polish. After 3 rounds of stakeholder review and agent testing, the information architecture was locked in before any high-fidelity work began.
Early wireframe exploration — navigation & search
Mid-fidelity wireframes — article detail view
Final Designs
The final design introduced a persistent global search with live preview, a restructured left-rail navigation, and a new article format using progressive disclosure — the key answer always visible above the fold, with supporting detail accessible on demand.
"Yogesh completely transformed how we think about knowledge surfaces. The new search experience reduced our agent handle time by 40% in the first month post-launch."
Rahul Kapoor, Product Manager at KnowmaxDesign System
One of the most valuable deliverables from this project was a full design system built in Figma — 120+ components, 8 typography styles, a token-based colour system, and documented interaction patterns. This became the foundation for all new feature development across Knowmax.
Colour tokens & typography system
Colour tokens & typography system
Colour tokens & typography system
Results & Impact
Key Learnings