Angle2Productivity
Engineering

From Frustration to Flow: Achieving ROI in 4 Months by Redesigning Workflows and Interface

Article Title
Industry:
B2B IT services, Established SMB, +/- 25 Employees
Challenge Focus:
Inefficient Internal Processes, High Support Overhead

The Challenge: 

A System Users Didn’t Want to Use

"The UI was originally designed by software developers, so it looks very boilerplate. In addition, we are getting feedback from users that certain workflows are confusing."

Surety2000 came to us with a platform for surety bond processing that wasn’t meeting user expectations. The design was dated, the workflows were unclear, and customers frequently contacted support. Internally, their team struggled with inefficiencies and felt stuck.

  • Low user adoption and engagement
  • High support overhead
  • Missed opportunities for growth

The Discovery: 

Workflow, Not Just UI, Was the Real Bottleneck

At Angle2, we don’t prescribe solutions before diagnosis. We began with our Digital Product Experience (DPX) Assessment, designed to uncover the root causes behind poor product performance.

In collaborative workshops with stakeholders, we:

  • Mapped both user and internal team workflows
  • Identified logical breaks and inconsistencies in task flows
  • Assessed interface structure and navigational pain points
  • Aligned product pain with business goals
The core problem wasn’t aesthetic - it was functional. Outdated workflows, unclear logic, and buried priorities were costing users time and increasing support tickets.

The Transformation: 

Designing to Support Human Behavior

Armed with insights, we focused on augmenting how people already work, not forcing them to adapt to tech.

Our redesign strategy prioritized the goal users cared most about:

“Spend less time in the system, complete tasks faster.”

Here’s What We Delivered:

  • Navigation & Flow Redesign: Simplified user journeys and decluttered interfaces resulted in faster task completion and better retention.
  • Information Architecture Overhaul: We restructured content hierarchy and placement based on real user priorities, making critical tasks easier to find and complete.
  • Updated Interaction Patterns: Modern, expected UI behaviors reduced friction and improved intuitiveness.
  • Visual Refresh: A modern visual identity elevated perception and trust—essential for onboarding new institutional clients.
  • Design System & Dev Guidelines: Enabled the client’s dev team to ship faster with fewer bugs by following consistent, reusable components.

The Results:

Measurable Business Impact in 4 Months

  • ROI Achieved in Just 4 Months Thanks to improved efficiency and reduced support costs, the client saw a positive return on their investment.
  • Support Overhead Dropped Clearer flows and intuitive design led to fewer support requests, freeing up staff time.
  • Improved Client Satisfaction Quicker, smoother workflows meant users got what they needed—faster.
  • Increased Internal Efficiency Surety2000’s team spent less time doing repetitive support tasks and more time on meaningful work and client relationships.

Key Expertise & Methodologies Applied:

  • DPX Assessment
  • Human-Centric Design Thinking
  • Workflow Analysis & Redesign
  • Agile Development / Prototyping / Implementation Support
  • Outcome-Focused Project Management
Surety Bond Processing
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What Client Says:

“Angle2 helped us deliver a fully developed system by our desired launch date, using swift processes and quick framework development.The updated design introduced modern graphics and fonts that significantly improved customer perception, with many customers immediately noting how contemporary the platform now looks. A key improvement was the introduction of PDF templates, which previously didn‘t exist, allowing the company to expand its reach to government agencies that require PDF documentation.

What set Angle2 apart was their consistency and collaborative approach.”

Josh BuczinskiLead Developer, Surety2000

Why Angle2 Was the Right Partner:

1
Our roots in UX Design mean we always start with the human experience. For Surety2000, this ensured the rebuilt workflow was intuitive and helpful.

Rooted in UX: We design from the human experience outward - not just from technology inward.

2
Our roots in UX Design mean we always start with the human experience. For Surety2000, this ensured the rebuilt workflow was intuitive and helpful.

We believe in a 'no bullshit,' outcome-driven approach. We focused on delivering measurable value and de-risking their investment in new technology.

3
Our roots in UX Design mean we always start with the human experience. For Surety2000, this ensured the rebuilt workflow was intuitive and helpful.

Our understanding of human-centric principles meant we could help them build the system that supports people, ensuring it augmented their capabilities.

Could Your Business Benefit from a Smarter, More Human-Centric Workflow?

The digital landscape is evolving fast - especially with AI. To stay ahead, businesses need more than code; they need systems that amplify human intelligence, not replace it.

At Angle2, we help small teams unlock big impact through smarter digital products.