Navigation and information architecture: unifying and optimizing the user journey

In 2019, I led efforts to reshape GoToConnect’s navigation and information architecture (IA). The goal was to unify inconsistent navigation patterns, improve the user experience across desktop and mobile, and address issues with overcrowded interfaces and fragmented workflows.

My contributions to the project

As a UX designer, I focused on creating a more intuitive and efficient system:

• Hybrid navigation system: Designed a flexible approach that maintained context as users navigated interconnected content like messages and calls.

• Dynamic left panel: Redesigned the navigation panel to adapt to user activity, offering seamless access to key actions like starting calls or joining meetings while keeping the interface clean.

• Inspector panels: Proposed a sliding panel system for quick access to detailed content without disrupting workflows, reducing visual noise while preserving accessibility.

Rethinking the user journey

The user journey was redesigned to focus on relevance and efficiency:

• Prioritizing context: Missed calls, messages, and meetings were prioritized over less urgent events, ensuring users could quickly address what mattered most.

• Unified content access: Integrated conversation histories, contact details, and task-specific actions into a single view, eliminating fragmentation and improving flow.

Data-driven decisions

Analytics and user feedback guided the redesign:

• Usability testing revealed frustration with context switching and inconsistent access to information.

• Iterative testing validated improvements, such as smoother transitions in the hybrid navigation system and more intuitive workflows.

Key successes and lessons learned

• Unified experience: The hybrid navigation system provided structure and flexibility, helping users transition seamlessly between tasks.

• Simplified workflows: Dynamic left panels and inspector panels minimized cognitive load while offering intuitive access to content.

• Scalable IA: The new system supported additional features and evolving user needs.

A key lesson was the value of interconnected workflows—integrating messages and call logs significantly improved efficiency.

Inclusive design principles

Inclusivity shaped the redesign:

• Responsive layouts ensured consistency across desktop and mobile.

• Customizable elements, such as persistent navigation preferences, allowed users to tailor the app to their needs.

Overcoming challenges

Balancing entitlement-based navigation with the need for cohesion was a challenge. I addressed this by designing adaptable interfaces that maintained consistency across varied user configurations.

This redesign transformed GoToConnect’s navigation and IA into an intuitive, streamlined system, enabling users to focus on their tasks and achieve their goals efficiently.