• Faster onboarding & reduced training needs – New users are expected to adapt more quickly; UMUX-Lite usability score: 85.4 (high perceived usability). UX-research recruited user survey showed navigation learnability score: 4.0/5.
• Improved efficiency – Centralized menus and global search reduce clicks and wasted time.
• Less reliance on IT and support – Clearer structure empowers self-service; reduced need for Genesys-specific expertise.
• Lower cognitive load – Concise, scannable menus aligned with accessibility best practices.
• Future-ready foundation – A consistent architecture that enables easier integration of new features and experiences.

Quantified Improvement

Old and new side-by-side comparison

UX-research recruited user survey

Navigation awareness: 3.8/5

Perceived navigation awareness was measured by users' agreement or disagreement with the statement, "Users of the new navigation will usually feel aware of what page they're on and how they got there." Responses were provided on a scale of 1 to 5, 1 being Strongly Disagree to 5 being Strongly Agree.

Navigation efficiency: 3.2/5

Perceived navigation efficiency was measured by users' agreement or disagreement with the statement, "Users of the new navigation will find the pages they need as quickly as they want to.." Responses were provided on a scale of 1 to 5, 1 being Strongly Disagree to 5 being Strongly Agree.

Navigation learnability: 4.0/5

Perceived navigation learnability was measured by users' agreement or disagreement with the statement, "Users of the new navigation will easily learn and master this navigation." Responses were provided on a scale of 1 to 5, 1 being Strongly Disagree to 5 being Strongly Agree.

UMUX-Lite Ease of use: 3.5/5

Perceived navigation efficiency was measured by users' agreement or disagreement with the statement, "The new navigation will be easy for users to use." Responses were provided on a scale of 1 to 5, 1 being Strongly Disagree to 5 being Strongly Agree.

UMUX-Lite Meets requirements: 3.3/5

Perceived navigation efficiency was measured by users' agreement or disagreement with the statement, "The new navigation will meet users' requirements." Responses were provided on a scale of 1 to 5, 1 being Strongly Disagree to 5 being Strongly Agree.

Overall UMUX-Lite: 85.4 (high perceived learnability)

Research Details

User Voice

Aesthetics

• Old Navigation: "Outdated, boring, cluttered, not user-friendly."
• New Navigation "Elegant, easy to use, modern."…"Cutting edge, professional, exactly how a modern cloud solution should look."

Accessibility & Readability

• Old Navigation: Grey text on grey background, fonts too small → poor legibility.
• Concept: Passed accessibility standards. Users explicitly praised dark mode in the menu with white text as "clearest to read." 

Navigation Menu & Search

• Old Navigation: Multiple menus in multiple locations → visual overload, menus disrupt task completion, limited global search.
• Concept: Centralized menu items reduce overwhelm and disruptiveness to tasks while improving menu find-ability. Search for pages from anywhere.

Key learnings

Research across multiple phases highlighted critical challenges in the old navigation:

• Inefficient navigation – Too many clicks, feature-hopping, and lack of shortcuts slowed down workflows.
• Ambiguous and Genesys-centric labels – Users struggled to interpret and agree on menu labels, leading to hesitation and wasted time.
• Fragmented menu structure – Multiple entry points (horizontal, vertical menus, admin link walls) created confusion and cognitive overload.
• Uneven learnability – New or occasional users found the system hard to master quickly.

Identified Strategic Direction

The new navigation was designed to solve these challenges by focusing on:

• Consistency – A single, global, hierarchical menu aligned to user mental models.
• Clarity – Clearer labels, structured grouping, and reduced duplication.
• Efficiency – Faster access to tasks through global search, contextual help, and streamlined layouts.
• Scalability – A design that works for both occasional business users and expert IT admins.

Changed in the New Navigation

• Global left-hand navigation menu replaces scattered horizontal/vertical menus.
• Clean, modern design with consistent titles, back button, and contextual help on every page.
• Top bar improvements – Inbox, Collaborate, Widget Apps, and User Avatar now accessible in one place.
• Enhanced Global Search – Includes menu pages plus directory results for People, Groups, and Locations.
• Streamlined Menu Structure – Reduced label competition, eliminated duplicates, and grouped features logically.