Futuristic hero image introducing GPTSheets with the tagline ‘Your ultimate spreadsheet companion,’ displayed over a glowing view of Earth from space, reflecting its smart, user-focused approach to managing data.

The Challenge

Despite its powerful features, only 1 out of 5 users who tried GPTSheets continued using it.

My Role

As the UX designer, my goal was to identify friction points within the dashboard through testing and user feedback, then use those insights to create a more intuitive and engaging experience.

Deliverables

Project Goals

Responsive Wireframes

Interactive Prototype

Usability Testing Report

How might we improve user retention for GPTSheets?

The Design Process

Research & Analysis

To improve dashboard usability, I first analyzed modern SaaS dashboards to identify patterns in layout, personalization, and visual hierarchy.

Functionality

Customization options

Clear navigation

Interactive elements

Aesthetics

Clean, minimal design

Theme flexibility

Modern design trends

Designing the Solution

Designing the Solution

Usability testing revealed key pain points around discoverability and engagement. The redesigns below address those issues with a more intuitive, personalized dashboard experience—while reinforcing brand recognition.

Usability testing revealed key pain points around discoverability and engagement. The redesigns below address those issues with a more intuitive, personalized dashboard experience—while reinforcing brand recognition through familiar visual elements.

Brand Recognition

Brand Recognition

Colors from the GPTSheets logo were used to create a cohesive, recognizable interface that aligns with the existing brand while introducing a more modern, tech-forward feel.

GPTSheets logo colors were used to create a cohesive, recognizable interface that feels both familiar and tech-forward.

"

The dashboard is good but the image generator seems unnecessary, I wish I could remove it from the dashboard.

User feedback during testing

The dashboard is good but the image generator seems unnecessary, I wish I could remove it from the dashboard.

User feedback during testing

Feature update

Users found the image generator to be an unrelated feature, making the experience less intuitive. It was replaced with the Data Visualizer—an intuitive tool that helps users turn their data into meaningful, easy-to-read charts.

Users found the image generator to be unrelated, which made the experience less intuitive. It was replaced with the Data Visualizer, a tool that helps users turn their data into clear, meaningful charts.


Image Generator
Image Generator
AI iminterface with prompt input and a sunset office building preview.
Data Visualizer
Data Visualizer
Bar chart comparing monthly donations using color-coded bars for February, March, and April.

"

It would be great if I could move things around on the dashboard and choose a dark theme—it’ll feel more personal and easier on the eyes.

User feedback during testing

It would be great if I could move things around on the dashboard and choose a dark theme—it’ll feel more personal and easier on the eyes.

User feedback during testing

User Control

The original dashboard was static and inflexible. The redesign introduces layout customization and theme options, giving users control over their workspace and visual comfort.

The original dashboard was static and inflexible. The redesign adds layout customization and theme options, giving users more control over their workspace and visual comfort.

Original Dashboard

Original Dashboard

Redesigned Dashboard

Redesigned Dashboard

Layout Customization

Layout Customization

Light-themed dashboard showing user stats, a data visualizer, top contributors, and engagement insights.
Light-themed dashboard showing user stats, a data visualizer, top contributors, and engagement insights.
Theme options

Theme options

Dark-themed version of the dashboard with identical content in a high-contrast layout.
Dark-themed version of the dashboard with identical content in a high-contrast layout.

Dashboard Tour

Dashboard Tour

To support the rollout of new customization features, I designed a brief walkthrough. Although users didn’t request one during testing, walkthroughs are a best practice for onboarding new functionality and ensuring a smooth transition from static to personalized dashboards.

Dashboard view with a chatbot assistant overlay guiding the user through key features.
Dashboard view with a chatbot assistant overlay guiding the user through key features.

Usability Testing & Results

Usability Testing & Results

I redesigned the dashboard to reflect user preferences, prioritize relevant features, and ensure ease of use. Usability testing revealed that participants clearly understood how to navigate the interface and felt confident completing tasks. In fact, most testers reported high satisfaction with the new dashboard experience—confirming that the updates improved both clarity and functionality.

"

It’s clear, simple, and easy to use.

User feedback on the new dashboard

It’s clear, simple, and easy to use.

User feedback on the new dashboard

Onboarding Process Discovery

"

I eventually figured out how to use GPTSheets, but getting started was a bit confusing.

User feedback during dashboard testing revealed onboarding issues

I eventually figured out how to use GPTSheets, but getting started was a bit confusing.

User feedback during dashboard testing revealed onboarding issues

A curious woman with a magnifying glass, ready to investigate.

This comment prompted a deeper look into the onboarding process.

Research & Analysis

Research & Analysis

To better understand the scope of the issue, I reviewed user analytics provided by the owner. The data showed how many users completed each step of the original onboarding process. I translated these metrics into a funnel chart to visualize where users were losing momentum and identify the most significant drop-off points.

User Abandonment Points

Funnel chart showing user drop-off from sign-up to completion, decreasing from 20 to 5 users.

Designing the Solution

Designing the Solution

I conducted usability testing to understand why users were dropping off. Testing revealed key points of confusion and disengagement, with the most significant friction occurring at the plan selection stage. Each redesign addresses a specific drop-off by improving clarity and usability, helping users navigate with confidence and stay engaged.

Feature Overview

Feature Overview

The original overview lacked clarity, with vague descriptions and blurry visuals. I replaced it with an interactive demo to show features in context.

The original overview lacked clarity, offering vague descriptions and blurry visuals. I replaced it with an interactive demo that presents features in context, making them easier to understand and explore.

before
before
static overview page with text-heavy sections and unclear feature descriptions.
After
After
Updated overview with an interactive demo and spreadsheet UI showing features in context.
Updated overview with an interactive demo and spreadsheet UI showing features in context.

Plan Selection

Plan Selection

Inconsistencies in the annual plan pricing led some users to question the app’s reliability. I restructured the pricing overview into three clear plans and corrected the annual rates to build trust and improve clarity.

Inconsistencies in the annual plan pricing led some users to question the app’s reliability. I restructured the pricing overview into three clear plans and corrected the annual rates to build trust and improve clarity.

before
before
Original pricing sheet displaying $15/month, with an incorrectly calculated $153 annual plan and $102 student plan.
After
After
Updated pricing cards showing corrected rates: $135 for standard annual, and $90 for students or non-profits—alongside a $15 monthly plan and free trial.

Add Script

Add Script

Conflicting instructions in the original onboarding made navigation unclear. The redesign fixes this by showing the correct file name and a matching interface image for clarity.

Conflicting instructions in the original onboarding made navigation unclear. The redesign fixes this by showing the correct file name and a matching interface image for clarity.

before
before
Original instruction screen showing a video thumbnail and unclear step about pasting code into the Code.js file.
After
After
Redesigned instruction with bold file name, and screenshot of the correct Code.gs interface for clarity.

Finish Setup

Finish Setup

Users couldn’t access GPTSheets after onboarding because they weren’t instructed to add the Chrome extension. I solved this by making extension setup the final onboarding step—ensuring a smooth transition into the product.

Users couldn’t access GPTSheets after onboarding because they weren’t instructed to add the Chrome extension. I solved this by making extension setup the final onboarding step—ensuring a smooth transition into the product.

before
before
Old step labeled “Step 5 (there is no step 5),” with no mention of the required Chrome extension.
After
After
Updated step showing clear instructions to add the Chrome extension, with a highlighted screenshot of the install button.

Usability Testing & Results

Usability Testing & Results

With a redesigned onboarding process, I conducted usability testing to ensure the changes addressed user pain points and enhanced the overall experience.

With a redesigned onboarding process, I conducted usability testing to ensure the changes addressed user pain points and enhanced the overall experience.

"

It's hard to keep track—I see the steps but I can't tell if I've completed them or not.

User feedback during second-round of usability testing

It's hard to keep track—I see the steps but I can't tell if I've completed them or not.

User feedback during second-round of usability testing

Second Iteration

Second Iteration

Tapping into user feedback, I updated the onboarding flow to improve clarity and usability. While the Progress Clipboard listed the onboarding steps, some users were unsure which ones were completed. I added checkmark animations to resolve this—testing showed it boosted user confidence and control.

Tapping into user feedback, I updated the onboarding flow to improve clarity and usability. While the Progress Clipboard listed the onboarding steps, some users were unsure which ones were completed. I added checkmark animations to resolve this—testing showed it boosted user confidence and control.

before

before

Clipboard graphic showing steps without any visual indication of task completion.

After

After

Clipboard graphic with a checkmark next to Step 2, indicating the task is complete.

Outcome Summary

Though not yet launched, the redesigned experience showed strong traction in testing. Participants moved through onboarding with ease, and felt more confident using the dashboard.

Though not yet launched, the redesigned experience showed strong traction in testing. Participants moved through onboarding with ease, and felt more confident using the dashboard.

These results suggest that the onboarding and dashboard improvements made GPTSheets more intuitive and engaging—building the foundation for stronger user retention.

Onboarding completion increased by 66 points.
Seventy-one percent of users were satisfied with the dashboard experience.

"

I didn’t expect to enjoy setting it up—but it was actually kind of fun.

User feedback on the updated onboarding flow

I didn’t expect to enjoy setting it up—but it was actually kind of fun.

User feedback on the overall experience

Potential Enhancements

These enhancements will streamline workflows and enhance accessibility, catering to diverse user needs while promoting growth and satisfaction.

Improvements for user accessibility and personalization:

Accessibility & Personalization

Keyboard Shortcuts for efficient navigation

Keyboard Shortcuts for easier navigation

Advanced Theme Customizations for personalized themes

Theme Customization to match user preferences

ALT Text & ARIA Labels for screen reader support

Alt Text & ARIA Labels for screen reader support

Competitive Features for Market Growth

Features for Market Growth

Interactive Data Visualizations like heatmaps, bubble charts

Interactive Visuals like heatmaps, bubble charts

Real-Time Data Imports and Refresh for automatic updates

Live Data Updates with auto-refresh

AI-Powered Workflow Suggestions to optimize tasks

AI Suggestions to streamline workflows

Accessibility Considerations

Designing GPTSheets was about inclusion as much as clarity. From the earliest wireframes to the final prototype, I focused on creating an experience that was both usable and welcoming for all. I incorporated WCAG-compliant contrast ratios and clear, intuitive navigation.

But accessibility, for me, goes beyond checklists. In this case study, it meant storytelling—making sure every user, no matter how they navigate, felt oriented, informed, and valued throughout the journey.

Interactive Onboarding & Dashboard Experience

To give viewers a clear sense of the user journey, four interactive experiences were designed to showcase key moments before and after setup:

Promo video: A quick visual overview that introduces the product’s value, tone, and key features—ideal for getting the big picture before diving in.

Promo video:

A quick visual overview that introduces the product’s value, tone, and key features—ideal for getting the big picture before diving in.

Featured Demo: A preview that simulates a common “try before you commit” SaaS experience, allowing users to explore key tools before starting setup.

Featured Demo:

A preview that simulates a common “try before you commit” SaaS experience, allowing users to explore key tools before starting setup.

Onboarding Flow: A checklist-style guide that walks users through the setup process with visual progress indicators and supportive cues.

Onboarding Flow:

A checklist-style guide that walks users through the setup process with visual progress indicators and supportive cues.

Dashboard walkthrough: A bot-assisted tour that highlights core features and helps users quickly understand the dashboard interface after onboarding.

Dashboard walkthrough:

A bot-assisted tour that highlights core features and helps users quickly understand the dashboard interface after onboarding.

All experiences are included in the prototype. Use the links below or the flow panel in Figma to explore.

Prototype Links

🤖 Try the Bot-Assisted Dashboard Walkthrough

🧭 Explore the Features Demo

✅ Walk Through the Onboarding Flow

▶️ Watch The Promo Video

🎁 Bonus: View the Complete Experience Flow

What I Learned

This project taught me that not all insights come from direct feedback-some surface through casual conversation. During dashboard testing, I overheard participants chatting among themselves, and one comment unexpectedly revealed a gap in the onboarding experience. That moment pushed me to dig deeper and led to uncovering the real issue. It reminded me that good UX isn’t just about solving visible problems—it’s about catching the subtle ones too. This experience sharpened my instincts and reinforced the value of listening beyond the script.