Describe a project where you identified a critical usability issue that was hurting user retention, and explain how you addressed it to achieve measurable improvement.

STAR framework: Situation, Task, Action, Result. Outline the problem context, user research methods, design decisions, implementation steps, and measurable impact.

I was tasked with reducing churn in the subscription renewal flow of a SaaS platform where 25% of users abandoned the process. I began with a heuristic evaluation and 15 in-depth user interviews to uncover pain points. The analysis revealed confusing copy, a hidden confirmation step, and a lack of progress indicators. I designed a low‑fidelity prototype that clarified language, added a visible progress bar, and moved the confirmation to the final step. After iterative usability testing, I refined the design and implemented it with a phased rollout. A/B testing over a 90‑day period showed an 18% increase in renewal completion and a 12% drop in churn, directly contributing to a $1.2M lift in annual recurring revenue. This project demonstrated my ability to translate user research into data‑driven design solutions that deliver measurable business outcomes.