Simplifying Developer Workflows by Reducing Cognitive Load
High cognitive load during key tasks like provisioning a cluster was hindering user onboarding and preventing conversions from free trials to paid accounts. This case study explores how we addressed this issue, rethinking the user experience to minimise cognitive overload and help users reach that crucial 'aha!' moment sooner.
The product: Wayfinder
Appvia Wayfinder is a SaaS platform enabling Platform Engineers to create a self-service interface for developers to deploy, manage, and scale applications across multiple clouds.
Cognitive Load
Cognitive load refers to the mental effort required to process and understand information. For developers trialling our product, the burden was overwhelming, making it harder for them to quickly recognise its value.
Key User Feedback
Navigational complexity: There was too much content without a clear hierarchy
Ineffective defaults: Rather than simplifying, defaults obscured complexity and reduced user control.
Confusing workflows: Hidden complexity led to unclear user journeys.
Customisation issues: Users couldn’t find advanced options for settings they knew, while also being required to fill in complex fields they weren’t familiar with. The product didn’t account for varying expertise levels effectively.
Misaligned mental models: The product was designed around internal requirements rather than how users think or name things, making certain fields unclear even for experienced users.
Previous version
Hackathon: Reimagining the Experience
To tackle this, we launched an internal hackathon, stepping back to rethink the experience from the ground up. The goal: make Wayfinder easier to use while maintaining its flexibility for advanced users.
As the lead designer, I facilitated collaboration across the team, driving rapid prototyping and iterative feedback sessions. Our core aim was to enable Platform Engineers to build a self-service experience for their developers—a fundamental part of Wayfinder’s value proposition.
This required us to rethink the architecture of the product, starting from the ideal user experience and working backwards, aligning the technology to deliver a more intuitive, seamless experience.
The solution
In just three days, we developed a functional prototype that simplified one of the most complex tasks: provisioning a cluster.
Versioned templates: Platform Engineers could create reusable, version-controlled templates to streamline developer workflows.
Guardrails with flexibility: Templates could be locked for consistency, while still offering developers control over key settings such as CPU and GPU configurations.
Clearer choices: Users selected templates based on use cases, minimising the need to grasp configurations upfront.
Guided progression: The full configuration remained accessible when needed, but users could move forward without having to understand every detail.
Results
Although specific data is confidential, we observed significant improvements in:
Cluster provisioning: A marked increase in users successfully provisioning their first cluster—the 'aha!' moment where the value of Wayfinder becomes clear.
Trial-to-paid conversions: Higher conversion rates from free trials to paid accounts.
Reflection
The hackathon not only transformed the product but also fostered stronger team collaboration. We built a shared understanding of user needs and strengthened our bond by working together to solve a common problem. This alignment was instrumental in delivering a more intuitive and engaging experience for our users.
By introducing modular templates and presets, we empowered Platform Engineers to design their own self-service experiences. They weren’t simply using our product—they were building their own platforms with Wayfinder as the foundation. This also led to new developments, such as a catalog surfacing all available templates and presets for easier product discovery.
