"We've increased customer satisfaction and upsold existing clients" - Onur Özen  |  Book call
REALTYME

Helped scale a legacy product, win new clients, and upsell existing ones

The results

Upsold existing clients

thanks to improved usability and a more scalable product experience.

Converted new clients

by reducing friction and improving first impressions.

Gained competitive advantage in a crowded market

by transforming a legacy platform into a scalable SaaS product.

Introduction

RealTyme is a secure communication platform built for governments and organisations handling sensitive information. The product was originally designed for small, tightly controlled use cases, not for scale. As the company moved toward a SaaS model, the outdated UX became a blocker. Onboarding was cumbersome, workflows felt clunky, and new features added more friction. The team needed to modernise the experience without starting over, and without losing the trust of existing users.

RealTyme in a nutshell

Challenges
Solutions
Sales-led product with usability gaps
The product was built for sales demos, not support real users.
User-first experience built for self-service
A clearer and simplier UX made it easier for users to explore and adopt features.
Strict security made the UX feel rigid
Security-heavy interactions created friction across core features such as messaging, calls and account backup.
Balanced security with ease of use
UX was reworked to feel simple and safe without compromising privacy.
Legacy software full of design debt
Outdated components and clunky UI slowed product development.
Modernised interface that scaled with the product
Core screens such as messaging and calls were redesigned to support new features and future growth.
Disjointed and inconsistent interface
Visual and interaction patterns varied across the product and device.
Cohesive design system across desktop and mobile apps
A unified system brought clarity, speed, and consistency to both desktop and mobile.
Cumbersome onboarding and invite flows
Inviting users and setting up accounts felt inefficient and time consuming.
Streamlined first-time experience for new users
The onboarding journey was restructured to minimise friction and increase activation.

Key takeaways

Shifted from sales-led to product-led

UX improvements made the product easier to adopt without heavy onboarding or demos.

Balanced security with usability

Sensitive messaging and call features were redesigned to feel simple, safe, and intuitive.

Enabled long-term scalability

A cleaner design foundation made it easier to support new features and future growth.

Improved activation and adoption

A reworked onboarding and invite flow helped teams get started with minimal friction.

"One of the biggest challenges we have been having is to scale our business by transforming our core product to become more SaaS and thus user-friendly to reach higher number of users.

Simon produced incredibly effective results within a very short amount of time. We not only gained competitive advantage but also increased customer satisfaction which started to pay off commercially by upselling through existing clients and converting new ones."

Onur Özen
CEO, RealTyme
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Confusing UX is costing you users. Let’s fix that!

I partner with SaaS companies to simplify complex products, so users onboard faster and stick around longer.
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