A faster, smarter way to book thermography training

01. Overview

ITC is a global leader in infrared (IR) thermography education, offering over 600 application-focused courses — from beginner to expert levels — across the globe.

The website’s primary goal is to help users find the right course and provide a seamless onboarding and purchase experience.

Explore Infrared Training Center website

WY, United States

Business goal

Redesign an intuitive navigation and a high-converting purchase experience within a clean, modern, and accessible UI.

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Timeline

2022

Project type

FutureSight design agency was hired by the Infrared Training Center (ITC) to redesign their e-commerce website, infraredtraining.com.

Team

1 Design Director, 2 UX Designers (I was a lead UX), 1 Brand Designer, 1 Project Manager, 3 Engineers

My role

I led the end-to-end UX design process—from discovery to implementation. Partnering with brand, UX, and engineering teams, I shaped the design strategy, created responsive high-fidelity prototypes, led usability testing, and ensured smooth delivery. I also managed client communication and stakeholder alignment, while mentoring junior designers throughout the project.

Skills

End-to-end design ownership
Information architecture & user flows – restructured content for clarity and ease of navigation.
Mentorship – guided junior designers and provided design feedback.

02. Foundation & Framing

Problem Statement

The previous website suffered from a cluttered information architecture and inconsistent user experience. With dozens of course levels, languages, formats, and hardware requirements, users often felt overwhelmed and uncertain about which training to choose. The UI was outdated, inconsistent, and no longer reflected ITC’s brand values of expertise and innovation.

The ITC training schedule booking page before redesign

How might we help users easily navigate and select the right training from hundreds of options?

Project Scope

Discovery – Secondary research, surveys, competitive analysis, personas
Initiation – Content analysis, project planning, feature briefs, user flows, low-fidelity wireframes
Solution testing – Usability testing, heuristic evaluation
Prototyping – High-fidelity mockups, visual design, UI kit
User testing (round 2) – Second round of usability testing
Implementation & launch – Final deliverables, QA, Stakeholder demo
Post-launch – Collect feedback and plan next iterations

Who is the user?

Ben Johnson, a 45-year-old inspection engineer from the USA, manages a small team of contractors in the construction industry. His team uses IR cameras to assess building conditions and energy efficiency. Ben’s main goal is to quickly find suitable training for his team, including bulk enrollment, clear course instructions, and information on necessary hardware or rental options.

03. A new onboarding experience

Content-first approach

We tackled a complex purchase flow with over 100 courses, each varying by level, certification, delivery method, camera type, and industry. Users faced dense tables, complex schedules, and multiple decision points.

ITC courses offered

ITC courses schedule

By mapping the flow and consulting experts, we pinpointed critical user decisions and reframed the challenge through key “How Might We” questions: simplify the path, help users find the right course, anticipate questions, streamline checkout, and make content more engaging.

Our approach transformed a confusing, overwhelming process into a clear, intuitive experience that supports faster, more confident user decisions.

Key insights

Entry-level courses drive 90–95% of sales, so we prioritised the CTAs for these courses. Course listings were refined by country, with filters for geography, language, and training format, while keeping a global switcher. The training benefits page helps managers pitch and allocate budgets efficiently. We identified checkout, product pages, and post-purchase flows as the most critical touchpoints.

ITC new sitemap based on the new userflow

Solution testing

Low-fidelity mockups were tested via Maze, achieving a 94% task completion rate (up from 64% on the old site) for booking a specific course.

Crafting clean accessible UI

We crafted a UI kit with airy layouts, bold typography, and meaningful icons to bring order to a complex experience.

Landing & search pages

Clear navigation and structured filters help users quickly find the right course.

New ITC landing page and navigation design

New training search page design

Product pages

Poorly designed product pages can confuse users, causing abandoned purchases or wrong selections, which erodes trust and increases returns.

Simple, readable layouts with ample white space
Descriptive titles, concise info, and clear “Add to Cart” actions
Videos and downloadable curriculum anticipate questions and save time
“What’s included” and testimonials build trust

The result: a visually calm, intuitive interface that guides users confidently from discovery to purchase.

The course description page (1/3)

The course description page (2/3)

The course description page (3/3)

04. Bulk Buying Checkout

Complex bulk purchases for teams were slowing users down. We simplified the flow into four clear steps with familiar layouts and pre-populated fields where possible.

We pre-populate information wherever possible, including a “Buy for Myself” shortcut to skip redundant data entry. (Guest checkout cannot leverage pre-population.)

Guest checkout process: step 1

Guest checkout process: step 2

Guest checkout process: step 3

Guest checkout process: step 4

Finally, the success screen provides clear confirmation of payment, reminds users which email will receive the confirmation (critical when booking for a team), and includes a contextual FAQ to anticipate common questions.

Guest checkout process: step 4

Guest checkout process: success screen

05. User testing & iterations

Turning feedback into measurable improvements

In the second round of usability testing, we evaluated the redesigned booking and checkout flows to measure clarity, engagement, and efficiency. Users interacted with high-fidelity prototypes representing the new experience.

Key feedback

“The process was very easy to understand.”

“Make the big block of search fields shorter, or even hide it completely and put up an ‘Advanced Search’ or ‘Filter Courses’ button… much quicker to just scroll through the list.”

“People usually consider courses as something boring… I would suggest to make this site more fun—fight that feeling.”

Results of the usability test for the booking and checkout flows

Design iterations

Testing surfaced valuable insights into visual engagement, readability, and form efficiency.

Simplified search experience – Condensed the filter area and introduced a collapsible “Advanced Search” to reduce visual clutter.
Enhanced visual appeal – Added playful yet professional iconography and subtle animations to make the interface more engaging.
Polished flow clarity – Refined page hierarchy and interaction states, resulting in smoother navigation and higher completion confidence.

Trining product page: before

Training product page: after

Training scheduling page: before

Training scheduling page: after

Outcome

Users found the redesigned flow intuitive and visually inviting. The majority completed tasks without guidance and described the experience as “easy to understand” and “refreshingly simple.”

07. Continuous Improvement

The onboarding experience redesign was just the first step. Using the MoSCoW framework , we implemented an incremental roadmap focused on:

Post-launch optimisation – accessibility audit and analytics tracking to pinpoint drop-offs and high dwell-time pages.
Customer support redesign – adding chatbots, knowledge bases, and multilingual FAQs to reduce support costs.
Content experience – refreshing the ITC blog to attract learners and showcase expertise.

Swapie first sketches

An improved customer support user flow

While out of scope for this case study, I’m including visuals from the subsequent customer support redesign to illustrate the continued evolution.

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Results

Clean UI elevated the look and feel — but restructuring content and hierarchy solved the real problem. Success lies in guiding users with the right information, at the right time, in the right place.

For complex, content-heavy products, clarity beats minimalism

Key project results

Testing surfaced valuable insights into visual engagement, readability, and form efficiency.

Course booking completion: +30% increase - 94% of users successfully booked a course in Maze unmoderated testing, compared to just 64% on the old website.
Average checkout time dropped by 15%, indicating a smoother and more intuitive experience.
Improved satisfaction: Users described the new experience as “very easy to understand” and “much quicker to find the right course.”
Following the redesign, ITC (part of Teledyne FLIR) extended their collaboration with our agency for four more years, commissioning multiple new projects — a testament to the success and trust built through this engagement.

This partnership underscored the lasting impact of design grounded in clarity, empathy, and measurable outcomes.

Final design demo