Vercom is a cloud-based communications platform that enables businesses to engage customers through multiple channels, including SMS, email, push notifications, instant messaging. Their solutions streamline and automate customer communication, helping companies enhance engagement and optimize marketing efforts.
Vercom is a cloud-based communications platform that enables businesses to engage customers through multiple channels, including SMS, email, push notifications, instant messaging. Their solutions streamline and automate customer communication, helping companies enhance engagement and optimize marketing efforts.
Vercom is a cloud-based communications platform that enables businesses to engage customers through multiple channels, including SMS, email, push notifications, instant messaging. Their solutions streamline and automate customer communication, helping companies enhance engagement and optimize marketing efforts.
LARGE-SCALE PLATFORM MIGRATION: FRESHMAIL TO MAILERLITE
LARGE-SCALE PLATFORM MIGRATION: FRESHMAIL TO MAILERLITE
Role: UX Design, UI Design, UX Research, Strategy
Products: FreshMail, MailerLite, MessageFlow
Team: Product Owners, Product Manager, Developers, Designer(me)
Role: UX Design, UI Design, UX Research, Strategy
Products: FreshMail, MailerLite, MessageFlow
Team: Product Owners, Product Manager, Developers, Designer(me)
Role: UX Design, UI Design, UX Research, Strategy
Products: FreshMail, MailerLite, MessageFlow
Team: Product Owners, Product Manager, Developers, Designer(me)
↓70%
fever CS inquiries after dashboard redesign
5x
faster path to invoices via "$" nav icon
90%
user satisfaction, Moderation Panel
345M PLN
acquisition value, Vercom → MailerLite
My work spanned UX research, design system development, component redesigns and usability testing.
context | pricing model
Four problems, one redesign
Four problems, one redesign
When I joined FreshMail, the authentication screens had accumulated years of uncoordinated changes. Before touching a single component, I ran a heuristic audit across sign-in, sign-up, and password reset — and identified four distinct issues that were actively working against each other.
context
Migrate thousands of users - without losing their trust
Migrate thousands of users - without losing their trust
The aqusition of MailerLite by Vercom for 345mln PLN was one of the largest Saas transactions in Poland. For exsisting customers it meant moving to an entirely new platform — their contracts, templates, automations, and campaign history.
Challenge
No existing internal pattern for this migration scope.
Users anxious about data loss, unclear what "moving to MailerLite" meant for their active campaigns.
Challenge
No existing internal pattern for this migration scope.
Users anxious about data loss, unclear what "moving to MailerLite" meant for their active campaigns.
Solution
Step-by-step migration panel designed from scratch.
Each step confirms what transferred, surface what
need attention, and unlocks the next stage. Progress always visible.
Solution
Step-by-step migration panel designed from scratch.Each step confirms what transferred, surface what need attention, and unlocks the next stage. Progress always visible.
Solution
Step-by-step migration panel designed from scratch. Each step confirms what transferred, surface what need attention, and unlocks the next stage. Progress always visible.
A pricing model that users couldn't follow
A pricing model that users couldn't follow
Customer service was flooded with the same questions every week: users didn't understand how subscriptions connected to support plans, couldn't find where to pay invoices, and had no clear path through billing. The dashboard hadn't been designed with these journeys in mind. My focus was making the financial logic of the product legible — not prettier, but genuinely clearer.
Users had no visibility into what a valid password looked like - until the form rejected them. Error messages appeared after submission with no guidance on how to fix it, causing repeated failed attempts and CS escalations.
No password requirements
01
Text contrast on the green CTA button failed AA at 2.1:1. Keyboard focus was invisible. Form fields lacked associated labels, making the flow inaccessible to screen readers entirely.
WCAG non-compliance
02
The sign-in and sign-up pages featured a sidebar panel of random email template previews — decorative, unrelated to the task, and visually competing with the form. The layout split user attention at the exact moment focus mattered most.
Visual distraction
03
Each auth screen was built independently with different spacing, border-radius, and button styles. No tokens, no shared source of truth — every UI change required developers to manually update 6+ places across the codebase.
No shared component system
04
Users didn't know their subscription tier determined their support plan. Daily CS inquiries, high confusion among new signups, no way to track what they were paying for.
——————————->
01
Confusing pricing model
Text contrast on the green CTA button failed AA at 2.1:1. Keyboard focus was invisible. Form fields lacked associated labels, making the flow inaccessible to screen readers entirely.
Solution
Reaching the invoice panel took 4+ clicks. Users consistently reported not knowing where payments lived in the product.
———————————->
02
Long path to invoices
Added a "$" icon directly in the main navigation. Invoice status banners on the dashboard. One click to payments - five times fewer steps for overdue invoices.
Solution
A pricing model that users couldn't follow
Customer service was flooded with the same questions every week: users didn't understand how subscriptions connected to support plans, couldn't find where to pay invoices, and had no clear path through billing. The dashboard hadn't been designed with these journeys in mind. My focus was making the financial logic of the product legible — not prettier, but genuinely clearer.
The aqusition of MailerLite by Vercom for 345mln PLN was one of the largest Saas transactions in Poland. For exsisting customers it meant moving to an entirely new platform — their contracts, templates, automations, and campaign history.
Users didn't know their subscription tier determined their support plan. Daily CS inquiries, high confusion among new signups, no way to track what they were paying for.
——————————->
01
Confusing pricing model
Text contrast on the green CTA button failed AA at 2.1:1. Keyboard focus was invisible. Form fields lacked associated labels, making the flow inaccessible to screen readers entirely.
Solution
Reaching the invoice panel took 4+ clicks. Users consistently reported not knowing where payments lived in the product.
———————————->
02
Long path to invoices
Added a "$" icon directly in the main navigation. Invoice status banners on the dashboard. One click to payments - five times fewer steps for overdue invoices.
04
Solution
Vercom is a cloud-based communications platform that enables businesses to engage customers through multiple channels, including SMS, email, push notifications, instant messaging. Their solutions streamline and automate customer communication, helping companies enhance engagement and optimize marketing efforts.
LARGE-SCALE PLATFORM MIGRATION: FRESHMAIL TO MAILERLITE
Role: UX Design, UI Design, UX Research, Strategy
Products: FreshMail, MailerLite, MessageFlow
Team: Product Owners, Product Manager, Developers, Designer (me)
↓70%
fever CS inquiries after dashboard redesign
345M PLN
acquisition value, Vercom → MailerLite
90%
user satisfaction, Moderation Panel
context | pricing model
Four problems, one redesign
A pricing model that users could not follow
Users didn't know their subscription tier determined their support plan. Daily CS inquiries, high confusion among new signups, no way to track what they were paying for.
——————————->
01
Confusing pricing model
Text contrast on the green CTA button failed AA at 2.1:1. Keyboard focus was invisible. Form fields lacked associated labels, making the flow inaccessible to screen readers entirely.
02
Solution
Reaching the invoice panel took 4+ clicks. Users consistently reported not knowing where payments lived in the product.
———————————->
03
Long path to invoices
Added a "$" icon directly in the main navigation. Invoice status banners on the dashboard. One click to payments - five times fewer steps for overdue invoices.
04
Solution
Solution
Step-by-step migration panel designed from scratch. Each step confirms what transferred, surface what need attention, and unlocks the next stage. Progress always visible.
Challenge
No existing internal pattern for this migration scope. Users anxious about data loss, unclear what "moving to MailerLite" meant for their active campaigns.
Users had no visibility into what a valid password looked like - until the form rejected them. Error messages appeared after submission with no guidance on how to fix it, causing repeated failed attempts and CS escalations.
01
No password requirements
Text contrast on the green CTA button failed AA at 2.1:1. Keyboard focus was invisible. Form fields lacked associated labels, making the flow inaccessible to screen readers entirely.
02
WCAG non-compliance
The sign-in and sign-up pages featured a sidebar panel of random email template previews — decorative, unrelated to the task, and visually competing with the form. The layout split user attention at the exact moment focus mattered most.
03
Visual distraction
Each auth screen was built independently with different spacing, border-radius, and button styles. No tokens, no shared source of truth — every UI change required developers to manually update 6+ places across the codebase.
04
No shared component system
Customer service was flooded with the same questions every week: users didn't understand how subscriptions connected to support plans, couldn't find where to pay invoices, and had no clear path through billing. The dashboard hadn't been designed with these journeys in mind. My focus was making the financial logic of the product legible — not prettier, but genuinely clearer.
When I joined FreshMail, the authentication screens had accumulated years of uncoordinated changes. Before touching a single component, I ran a heuristic audit across sign-in, sign-up, and password reset — and identified four distinct issues that were actively working against each other.
Migrate thousands of users - without losing their trust
Vercom is a cloud-based communications platform that enables businesses to engage customers through multiple channels, including SMS, email, push notifications, instant messaging. Their solutions streamline and automate customer communication, helping companies enhance engagement and optimize marketing efforts.
LARGE-SCALE PLATFORM MIGRATION: FRESHMAIL TO MAILERLITE
Role: UX Design, UI Design, UX Research, Strategy
Products: FreshMail, MailerLite, MessageFlow
Team: Product Owners, Product Manager, Developers, Designer (me)
↓70%
fever CS inquiries after dashboard redesign
345M PLN
acquisition value, Vercom → MailerLite
90%
user satisfaction, Moderation Panel
context | pricing model
LARGE-SCALE PLATFORM MIGRATION: FRESHMAIL TO MAILERLITE
Vercom is a cloud-based communications platform that enables businesses to engage customers through multiple channels, including SMS, email, push notifications, instant messaging. Their solutions streamline and automate customer communication, helping companies enhance engagement and optimize marketing efforts.
Role: UX Design, UI Design, UX Research, Strategy
Products: FreshMail, MailerLite, MessageFlow
Team: Product Owners, Product Manager, Developers, Designer (me)
Customer service was flooded with the same questions every week: users didn't understand how subscriptions connected to support plans, couldn't find where to pay invoices, and had no clear path through billing. The dashboard hadn't been designed with these journeys in mind. My focus was making the financial logic of the product legible — not prettier, but genuinely clearer.
A pricing model that users could not follow
A pricing model that users could not follow
Migrate thousands of users - without losing their trust
Users had no visibility into what a valid password looked like - until the form rejected them. Error messages appeared after submission with no guidance on how to fix it, causing repeated failed attempts and CS escalations.
01
No password requirements
Text contrast on the green CTA button failed AA at 2.1:1. Keyboard focus was invisible. Form fields lacked associated labels, making the flow inaccessible to screen readers entirely.
02
WCAG non-compliance
The sign-in and sign-up pages featured a sidebar panel of random email template previews — decorative, unrelated to the task, and visually competing with the form. The layout split user attention at the exact moment focus mattered most.
03
Visual distraction
Each auth screen was built independently with different spacing, border-radius, and button styles. No tokens, no shared source of truth — every UI change required developers to manually update 6+ places across the codebase.
04
No shared component system
Users didn't know their subscription tier determined their support plan. Daily CS inquiries, high confusion among new signups, no way to track what they were paying for.
——————————->
01
Confusing pricing model
Text contrast on the green CTA button failed AA at 2.1:1. Keyboard focus was invisible. Form fields lacked associated labels, making the flow inaccessible to screen readers entirely.
02
Solution
Reaching the invoice panel took 4+ clicks. Users consistently reported not knowing where payments lived in the product.
———————————->
03
Long path to invoices
Added a "$" icon directly in the main navigation. Invoice status banners on the dashboard. One click to payments - five times fewer steps for overdue invoices.
04
Solution
↓70%
fever CS inquiries after dashboard redesign
345M PLN
acquisition value, Vercom → MailerLite
90%
user satisfaction, Moderation Panel
context | pricing model
LARGE-SCALE PLATFORM MIGRATION: FRESHMAIL TO MAILERLITE
Vercom is a cloud-based communications platform that enables businesses to engage customers through multiple channels, including SMS, email, push notifications, instant messaging. Their solutions streamline and automate customer communication, helping companies enhance engagement and optimize marketing efforts.
Role: UX Design, UI Design, UX Research, Strategy
Products: FreshMail, MailerLite, MessageFlow
Team: Product Owners, Product Manager, Developers, Designer (me)