As CIBT continued to expand its global footprint, it recognized that its digital platform needed to evolve to meet the growing expectations of its users. The existing system presented challenges, including:

• Designed for Expert Users: The app, originally built for internal expert users, was exposed to self-service partner users with minimal training, creating usability issues.
• Complicated Navigation: Users struggled to navigate between services, leading to a high abandonment rate.
• Outdated Design: The existing UI lacked the modern, seamless experience users now expect.
• Low Mobile Optimization: Poor mobile optimization caused engagement to drop significantly when users accessed the platform on mobile devices.

CIBT required a complete UX/UI overhaul to streamline services, reduce friction, and enhance the overall customer experience.

Our UX/UI design team partnered closely with CIBT stakeholders to understand their business goals and the needs of their users. The approach involved:

• User Research & Personas: Conducting user interviews and creating personas to better understand the pain points of the existing system and the key goals for different user groups.
• Journey Mapping: Mapping the customer journey from start to finish, identifying bottlenecks and areas where users faced difficulties, and where improvements could be made.
• Wireframing & Prototyping: Creating wireframes to outline a new flow for the platform, prioritizing intuitive navigation, clear calls-to-action, and a clean layout. We iterated through prototypes with CIBT’s team, ensuring alignment at each stage.
• Mobile-First Design: Adopting a mobile-first approach, ensuring that the platform was highly responsive and functional across all device types.
• Visual Refresh: Updating the UI with a modern, clean design language that aligned with CIBT’s branding while enhancing the user experience through intuitive visuals.

The redesigned platform for CIBT transformed the user experience:

• Streamlined Navigation: Simplified and reorganized navigation that guides users seamlessly through the visa and document process, reducing the abandonment rate by 40%.
• Modern Interface: A contemporary, visually appealing interface that resonates with users and reflects the professionalism of CIBT’s services.
• Enhanced Mobile Experience: Fully optimized for mobile devices, ensuring users can easily access and complete their tasks, no matter where they are.

The result is a digital platform that offers an efficient, user-friendly experience that meets the high standards of CIBT’s global clients.