A major villa construction platform in the UAE had a journey so unclear that 40% of active users filed a support ticket just to keep moving. They were not asking for help with edge cases; they were asking what to do next.
“What's next?” The journey was so unclear that 40% of active users filed a support ticket just to keep moving. We ran raw user testing results and customer service data through Claude to quantify the pain.
One pipeline, six stages, with human review between every step so quality compounded instead of resetting.
Production app + Figma → Heuristic audit → Stakeholder synthesis → Design system → Wireframes → Figma capture
Claude Code and the Figma MCP ran the pipeline. Each step generated the artefacts that gave later stages the best possible context.
True UX is not just how it looks; it is how it works. The existing documentation captured neither, so I created the missing artefacts to get a strategic view of the product's current state.
The focus was two things documentation almost never captures. Unrealized acceptance criteria: the microfeatures that make a flow feel finished but never get specced, like skeleton states while prices calculate on slow networks, a budget-warning modal with a financing link when costs exceed the wallet, and offline caching that syncs when the connection returns. And edge case definition: errors, timeouts, and empty states defined before any code is written.
Why it matters commercially: one PRD explicitly required a full VAT breakdown on booking confirmations. That single acceptance criterion reduces anxiety and prevents the exact category of “hidden fees” support ticket the redesign set out to kill. This rigor was encoded into custom Claude skills for PRD generation, so every PRD came out consistent and right-sized for its stakeholder.