The Challenge
Acknowledge employee needs and decrease friction in business workflows
Viasat has expanded drastically over it’s 40+ year history, launching high-capacity satellites, and offering high-speed broadband internet to consumers, businesses, and government customers.
They came to Visual Logic with one goal: to decrease buying friction by streamlining internal business tools and workflows. Despite previous internal efforts in this area, the path toward measurable change was full of roadblocks.
The challenge wasn’t just about fixing siloed systems, complex approvals, and mitigating inaccurate data entry. It was about making stakeholders feel heard, and understanding why current processes existed in the first place. Without this understanding, efforts toward change would fall flat yet again. Viasat didn’t just need a new interface. They needed confidence that modernization was possible.
The Work
Here’s how we helped Viasat Business Enablement
Our team had to operate at two altitudes at once:
Strategic — helping each stakeholder feel heard, then taking those inputs to architect a framework for a future state solution.
Tactical — designing every detail inside usable, scalable, automation-ready workflows inside Salesforce and surrounding systems.
This duality — switching hats at the right moments — shaped the success of the work.
“Visual Logic was able to quickly and fully understand our business to design a beautiful, intuitive experience to our users. Continuous improvement to the UX design as well as the organization of the design to guide developers on the build. Partnership with our company on powerful presentations to senior leadership to demonstrate the value of our work.”
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Luciana Moreira Product Manager @ Viasat Inc.
1. Listening to the voices spread across the organization and building a strategy
We began with 15+ in-depth interviews across business units to map personas, journeys, systems, and the real cost of today’s inefficiencies. From tactical, data-entry focused roles, to strategic account management roles, we listened, asked questions and presented our findings back to everyone. In the end, we were able to validate hypotheses and craft a scalable approach across business units.
2. Reducing buying friction by designing a connected, automation-ready experience
Once the strategy was defined, and we shared our findings with everyone involved to gain alignment, we shifted into short experience design sprints. Our work focused on reducing cognitive load and creating an integrated flow from customer request → delivery. This not only saved time, but increased the data integrity by eliminating error prone manual data entry steps. In one case, a process that took 4 days would now be instant.
Key themes of our redesign:
- A searchable, structured product catalog
- Guided and intuitive configurations
- Review screens optimized around user mental models
- Updates that automatically flowed to downstream systems
- Fewer hand-offs, system jumps, and clicks
- Reduced manual re-entry, increased data integrity
“I’m beyond excited for a flow that finally makes sense.”
Viasat Employee Quote from Concept Validation Session
3. Designing for change management and organizational alignment
A major portion of this project was helping the business see, understand, and rally around the work. To do that, we:
Creating visibility where none existed
We built narratives and communication materials that showcased: Challenges, roadblocks, and user pain points, Existing System architecture, Automation opportunities, Projected business outcomes.
Tying today’s pain to tomorrow’s ROI
By grounding everything in user research and quantifying pain (volume, tools used, time lost, errors caught downstream), we clarified the cost of doing nothing.
Aligning leadership around a shared vision
When leaders saw a connected quoting–ordering–provisioning ecosystem, the push-back softened. Our work became a catalyst for broader alignment — not just a UX project.
The Impact
A shift from tribal knowledge to shared clarity and efficiency
The organization now has a unified understanding of how lead-to-cash can work today — and how it needs to evolve. That alignment alone removed significant friction and unlocked momentum. Now, feeling confident in their ability to accelerate business processes to not only meet, but exceed expectations being created by industry disruptors.
Designing for change management and organizational alignment
The emotional shift matters as much as the systems shift. User testing revealed excitement, relief, and — for the first time in years — optimism.
A long-term enablement platform
Most importantly, the work is no longer limited to one business unit. It is now a template for how all Viasat business units can evolve, expand automation, and operate with clarity.
Days to minutes: measurable efficiency gains
- Consolidated quoting efforts moved from 3 disparate systems to just 1
- Automation efforts resulted in cutting a 4 day process down to an instant
Quotes from the project retrospective:
