Momentum IA Redesign
Information architecture overhaul for a 500-page B2B SaaS portal ??? navigation clarity score up 3??.
Overview
Momentum's customer portal had grown organically over 8 years into a labyrinthine 500-page structure. Support tickets mentioning "can't find" were up 40% year-on-year.
Process
Card sorting (n=62), tree testing (n=91), and 3 rounds of unmoderated navigation studies gave us a clear picture of the mental model mismatch. The new IA collapses 18 top-level nav items to 6 with progressive disclosure.
Outcome
Tree test success rate rose from 34% to 89%. First-contact resolution on "where is X" calls improved by 56% in the 60 days post-launch.