Vertiv partnered with Curtis Consulting (on behalf of Infosys) to evaluate how users create quotes in its CPQ application, assess comprehension of the current interface, and produce interaction design recommendations that would feed a future-state redesign roadmap.

The Challenge

Users reported a steep learning curve and a text-heavy UI that made it hard to find key information, follow a clear path, and work efficiently—especially without training or help documentation—while system slowness and approval chokepoints expanded what was once a 24-hour quoting process into as long as 10 days.

Our Approach

We conducted a role-diverse usability and workflow assessment grounded in user interviews and task walkthroughs—capturing pain points, mental-model mismatches, and navigation breakdowns—then translated the findings into prioritized, actionable recommendations for the Infosys-led redesign roadmap.

The Solution

Curtis Consulting delivered a CPQ UX assessment package built on real user workflows—including 60-minute remote interviews conducted via Teams with participants spanning multiple roles—and produced a set of prioritized recommendations (platform + UI) to guide redesign decisions and roadmap planning.

Conclusion

By grounding the roadmap in direct user evidence, Vertiv gained a clear, actionable path to modernize the CPQ experience—addressing the biggest drivers of quote-cycle delays (speed, clutter, grid scalability, and configurator complexity) and setting the stage for a faster, more intuitive quoting workflow.