2025
Customily
https://www.customily.com/
Background
In Customily, “options” are a key part of enabling product personalization—things like colors, fonts, or engraving styles that customers can choose when customizing an item. However, the interface for adding and managing these options was unintuitive and inconsistent. Users often had trouble understanding the relationship between options, layers, and product previews. The process felt fragmented, with a lack of visual feedback and no clear structure, making it especially challenging for new users or teams managing a high volume of customizable products. Internally, the support and onboarding teams reported frequent user confusion around this feature, highlighting the need for a better-designed, more user-friendly experience.
Core problem
We identified a major pain point for users: In the design canvas, a person can add multiple colors to customize text, for example. However, the process of adding them was not intuitive at all, making it very difficult for new users to figure out how to do it.
This was the experience of adding a color: First, users had to position themselves in “Option 2” and then select the color.
Out of 10 people interviewed, all 10 struggled to complete this task—resulting in a 100% failure rate. Additionally, we identified other pain points, such as:
The options couldn’t be easily viewed; users had to navigate through them one by one to see them.
An added option could not be removed.
The options couldn’t be easily rearranged. To do so, users had to manually edit the option to place it in the desired position.
The solution
The solution focused on three key aspects:
Add a clear button to add an option.
When adding options, displaying them in a list format for easy access and recognition.
Adding the ability to delete options and reorder them.
Results and Impact
Thanks to this work, we not only significantly increased customer satisfaction but also solved a long-standing problem that had been affecting the platform. And this isn’t just a personal perception—the results speak for themselves. Hundreds of users tested the solution and found it much simpler and more intuitive, leading to a 97% adoption rate! This demonstrates the real impact of a user-centered design.