Confident, clear service activation

Crafted UX/UI content to guide users through DaaS activation, whether first-time setup or reactivation after automated shutdown. Messaging supported cost-saving deactivation flows while ensuring clarity and ease of recovery.

📈 Outcome

Customer clarity: Clear messaging about paused service status led to zero customer escalations
Reduced business costs: Over $2M in annual savings by deactivating inactive customers and limiting cloud costs to active DaaS users
Rapid service reactivation: 7-minute average time to re-enable DaaS
“Great work! Lots of behind-the-scenes discussion on the content, and it's all condensed into this level of quality. This is the standard of content excellence we aspire to have across DaaS/CVAD.” - Product management feedback

🚧 The problem

Lack of clarity: Customers didn’t understand why their account was paused after deactivation, leading to confusion and support inquiries.
Unclear expectations: Service provisioning takes ~45 minutes for first-time use and ~15 minutes for reactivation, but users only saw a generic loading state, leading to frustration and the false impression that the system was frozen.
Unnecessary costs: Inactive DaaS services continued provisioning, incurring avoidable cloud costs without customer usage.
Merged scenarios, unclear UI: Three distinct states (first-time use, deactivated, unreachable) were handled by a single UI, resulting in misleading messaging and unclear service status.

DaaS unreachable and Enable DaaS messaging on the screen at the same time

🎯 Goal

Design distinct UIs for each DaaS state: first-time use, deactivated, and unreachable
Communicate service status clearly, and prompt users to enable DaaS when applicable
Use microcopy to explain why certain UI elements are temporarily unavailable
Set user expectations with modal confirmations and progressive loading states during service provisioning

✍️ Content challenges

No product design support was available for this project, so I worked within existing components (dashboard cards, modal confirmations, and predefined UI layouts). I crafted UX/UI content to feel natural within those constraints, ensuring clarity and cohesion despite limited design flexibility.

💡 My contributions

1. Defined unique DaaS unavailable states

Wrote distinct UI content for each DaaS state: first-time use, deactivated, and unreachable.

Concise headlines with direct calls to action

2. Introduced modal confirmations

Included modal confirmations that clearly set expectations for provisioning duration and next steps.

Refrain from using "Are you sure?" as it challenges the decision

3. Improved loading state

Introduced a progressive state that communicated timing and guided users toward productive Get started actions during wait periods.

Call out varied time periods for initial use and reactivation

4. Clarified with tooltips

Resolved navigation frustrations with hover-state tooltips that explain the temporary inaccessibility of other UI areas.

Clean simple tooltips to explain friction

✨ Summary

This project turned a confusing, cost-heavy experience into a clear, user-guided flow that saves time and money. By designing content-first solutions within tight constraints, I helped set a new standard for service activation across Citrix DaaS.