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01Case study
PETRONAS
Making Information Easier to Find, Explore and Understand.
Redesigning how users navigate, discover and understand information across an enterprise platform.
The platform is an internal enterprise portal that brings together information, news and services within the PETRONAS ecosystem. As the platform evolved, users experienced difficulties finding information because of cluttered navigation, confusing categories and lengthy navigation paths.
The project focused on improving information discovery, redesigning existing experiences and introducing additional capabilities to make content easier to access and understand.
02The Challenge
The main problem wasn’t a lack of information. It was how that information was organised.
Long menus, confusing categories, unreliable search and a weak mobile view made pages hard to reach.
Design questionHow might we help users find, explore and understand information more easily?
03Research & Discovery
We conducted qualitative user interviews to understand how people used the platform, what they expected from the homepage and where they encountered difficulties. We focused on understanding why users experienced problems rather than simply collecting feature requests.
During a design sprint workshop, my team and I conducted card sorting to explore more logical ways to group information. We used the findings to develop a revised Information Architecture, which was then reviewed with users and stakeholders.
Try it: select a card, then choose the group where you’d expect to find it.
Overlapping groups, unclear ownership of content.
05News Discovery
The original News page didn’t clearly highlight the latest or important stories, so users weren’t always sure what to read first. The layout lacked visual hierarchy and wasn’t engaging.
We conducted user interviews and card-sorting activities to understand content preferences and how users expected news topics to be organised.
A browsing approach inspired by content-streaming platforms:
A fictional featured story, the most important article gets the most space.
Read story3 min read · Fictional
4 min read · Fictional
2 min read · Fictional
2 min read · Fictional
5 min read · Fictional
3 min read · Fictional
6 min read · Fictional
4 min read · Fictional
3 min read · Fictional
2 min read · Fictional
3 min read · Fictional
4 min read · Fictional
Key design decisionInstead of displaying every article with equal importance, we created a hierarchy that helps users decide where to begin.
06Accessibility
Users can listen to news articles instead of reading the entire content.
A single toggle adjusts interface colours to provide an alternative visual presentation, intended for users with colour-vision difficulties.
Colleagues from several departments spent a weekend setting up a small reading corner at a local school.
They sorted donated books, painted the shelves and created a cosy space where pupils can read together.
The team plans to return next term to run storytelling sessions for the younger classes.
Uses your browser’s built-in voice; the highlight follows the word being read. The colour toggle switches between two presentations, it isn’t a simulation of any specific vision condition.
07Search + AI Chat
Users sometimes struggled to find information through the existing search.
We integrated conversational AI into the search experience. Search stays the main entry point: users first see a familiar search experience, and from within it they can continue asking questions through AI Chat, it isn’t a separate, standalone feature.
Key design decisionWe made AI a continuation of search, not another destination users needed to learn.
Demo only, no AI service is connected.
08Price Rates
Existing pricing information could be made easier to interpret and use for estimation.
We transformed the presentation of pricing information into graphs and visual data representations, to help users:
Sample product · illustrative units
2.54-5.2% over range
Illustrative data, not actual PETRONAS pricing.
09Validation & Outcomes
We conducted task-based usability testing to evaluate the redesigned navigation and homepage. Participants were asked to locate information and complete assigned tasks, and we compared the experience with the previous website.
Participants successfully located the information they needed.
Participants completed their assigned tasks.
Task completion time was reduced compared with the previous experience.
These observed findings relate to usability testing of the navigation and homepage only.
10Reflection
Working on this platform reinforced the importance of understanding why users struggle before deciding what to redesign. A confusing navigation experience might appear to be a UI problem, but the underlying issue can be how information is structured.
Through interviews, card sorting, design sprint activities and usability testing, I learned the value of involving users and stakeholders throughout the design process. The project also let me work across information architecture, content discovery, accessibility, AI interactions and data visualisation.
“Improving an experience isn’t always about adding more features. Sometimes, it’s about making what already exists easier to find, understand and use.”