Ack’d App Redesign — Azure Cloud

Redesigning an internal knowledge tool to streamline workflows and boost trust across teams.

Overview

Ack’d is Azure Cloud’s internal resource app that helps employees quickly find definitions, communication templates, and process guides. Over time, the app became overwhelming to use. The goal was to redesign it into a fast, intuitive, and trusted experience that saved time and minimized Slack dependency.

My Role

I led both the UX design and content strategy—owning end-to-end research, wireframes, high-fidelity mockups, and rewriting key content for clarity and usability.

Challenges

Disorganized navigation made the app hard to use
Employees defaulted to Slack for repeated questions
Content was outdated, inconsistent, and hard to scan

Process

Research: Audited content, interviewed users, and mapped usage patterns
UX Design: Built wireframes, prototyped task-based flows, and redesigned IA
Content Strategy: Rewrote templates, simplified terminology, and improved structure
User Testing: Conducted iterative testing with internal teams and stakeholders

Impact

📉 30% reduction in Slack messages for resource questions
🚀 Faster access to key resources and definitions
🙌 Higher adoption and trust in the app across global teams

Reflection

This project reminded me that great design isn't just visual—it's functional, human-centered, and grounded in empathy. The new Ack’d empowers employees to move confidently, solve problems faster, and rely less on back-and-forth messaging.

  Ack’d App User Journey
  
    
        Stage
        User Actions
        User Thoughts
        Pain Points (Before)
        Improvements (After)
      

    
        1. Awareness
        Realizes they need help writing an update or understanding a term.
        “Where do I even start looking?”
        Not sure where to find reliable info—Slack is noisy and inconsistent.
        Centralized entry point via bookmarks, dashboards, and smart links.
      

        2. Access
        Opens Ack’d from browser tab or company portal.
        “I hope this app has what I need.”
        Overwhelming homepage with unclear categories.
        Clean UI with clear sections like “Glossary,” “Templates,” and “Support.”
      

        3. Search
        Searches for terms like “escalation” or browses topics.
        “Is this term even in here?”
        Search often missed relevant content.
        Smart search with tags, filters, and predictive text.
      

        4. Engage
        Opens a definition or template and copies to clipboard.
        “This makes sense now.”
        Templates were hard to locate and unclear.
        Improved readability, examples, and consistent format.
      

        5. Apply
        Uses the info to complete task or communicate confidently.
        “I feel confident sending this.”
        Needed to ask in Slack anyway for validation.
        Self-serve flow reduced Slack reliance by 30%.
      

        6. Feedback
        Leaves feedback or shares with team.
        “This actually saved me time.”
        No clear way to give feedback or suggest edits.
        Built-in feedback form for continuous updates.
      

  