Adding Value with User-Centered Design
Redesigning Wacom ID to unlock millions in untapped software value
Global
Multi-language, multi-platform design
Bootstrap
Grid-based responsive system
1
Integrated platform (was fragmented)
The Challenge
Wacom hardware comes bundled with free software, exclusive offers, and product support — but poor UX meant most customers never discovered or activated any of it. The Wacom ID experience was fragmented across disconnected systems, making product registration, software access, and account management feel like separate chores rather than one unified benefit. The goal: replace the fragmented flow with a single cohesive platform that actually communicates the value Wacom was already providing.
Approach
We used user flows, wireframes, user testing, and design iteration at each phase to surface key pain points. Working alongside specialized teams at Wacom, we addressed a global user base across multiple breakpoints and product lines. Multiple fidelity levels let us test and refine quickly, with the final designs focused on simplified messaging and a heuristic-informed hierarchy that put the benefit — not the task — front and center. I built and maintained a design system to keep the experience consistent across all platforms worldwide.
The Web Platform
The desktop experience centered on three core tasks: browsing the software library, registering and managing devices, and discovering Wacom offers. We redesigned the navigation and content hierarchy to surface what most users were missing — many had owned Wacom hardware for years without ever knowing free software was waiting for them.
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Mobile Experience
The mobile app carried the same value proposition into a compact format. Onboarding was redesigned to lead with the benefit rather than the task — 'Get more from Wacom' before asking anything of the user. My Devices gave users a clear home for everything they owned, registered, and could unlock.
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The Full Platform
Device registration, software offers, account management, discovery feeds — every screen was redesigned as part of a single cohesive system. The design system I built and maintained ensured visual consistency across every Wacom product line and platform, for users around the world.
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Outcome
Users can now register their products, access free software bundles, find manuals and drivers, and manage their devices — all in one integrated place. Support call volume around software redemption decreased as users gained the confidence to complete these tasks independently. The responsive Bootstrap grid delivers a unified experience at every breakpoint, from desktop to phone.
Global
Multi-language, multi-platform design
Bootstrap
Grid-based responsive system
1
Integrated platform (was fragmented)