Luis Cielak – Lead Product Designer

Case Study

Transforming Enterprise Security: From Fraud to Revenue Growth

🔐 An enterprise authentication redesign that eliminated fraud while unlocking millions in new revenue opportunities.

TL;DR

Led the strategic transformation of an enterprise learning platform's security architecture, converting a $650K fraud problem into a $3.75M business opportunity. Achieved zero fraud incidents while generating $3.1M in first-year revenue through cross-functional stakeholder alignment.

TL;DR

Hear the highlights

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$3.75M

Total Business Impact

575%

ROI Achievement

Overview

An enterprise learning platform was losing $650K annually to promo code fraud while missing millions in Fortune 500 revenue. The consumer-focused system lacked the security, compliance, and administrative controls enterprise clients demanded. Research revealed our B2C discount model was incompatible with enterprise procurement processes. The challenge: align Legal (security), Sales (growth), and IT (simplicity) while transforming a cost center into a profit driver.

Challenge

The existing system was fundamentally broken:

Massive Fraud:
92% of promotional code usage was unauthorized, $650,000 lost annually to code abuse

Security Vulnerabilities:
Codes leaked weekly on Reddit and social platforms

Poor Visibility:
Organizations had no insight into employee purchasing patterns

Support Overload:
Teams overwhelmed with fraud-related tickets

Challenge

The existing system was fundamentally broken:

Massive Fraud:
92% of promotional code usage was unauthorized, $650,000 lost annually to code abuse

Security Vulnerabilities:
Codes leaked weekly on Reddit and social platforms

Poor Visibility:
Organizations had no insight into employee purchasing patterns

Support Overload:
Teams overwhelmed with fraud-related tickets

Challenge

The existing system was fundamentally broken:

Massive Fraud:
92% of promotional code usage was unauthorized, $650,000 lost annually to code abuse

Security Vulnerabilities:
Codes leaked weekly on Reddit and social platforms

Poor Visibility:
Organizations had no insight into employee purchasing patterns

Support Overload:
Teams overwhelmed with fraud-related tickets

Solution

The transformed enterprise platform delivered:

Secure single sign-on through corporate email domains

Custom approval workflows and usage monitoring

Personalized product catalogs with automatic pricing

Automated provisioning for enterprise teams

Streamlined checkout with reimbursement documentation

Solution

The transformed enterprise platform delivered:

Secure single sign-on through corporate email domains

Custom approval workflows and usage monitoring

Personalized product catalogs with automatic pricing

Automated provisioning for enterprise teams

Streamlined checkout with reimbursement documentation

Solution

The transformed enterprise platform delivered:

Secure single sign-on through corporate email domains

Custom approval workflows and usage monitoring

Personalized product catalogs with automatic pricing

Automated provisioning for enterprise teams

Streamlined checkout with reimbursement documentation

Research & Insights

Conducted 15 strategic stakeholder interviews across Legal, Sales, IT, and Fortune 500 procurement teams to understand the intersection of security requirements, business growth needs, and technical constraints. The research approach focused on identifying systemic issues beyond the surface-level fraud problem.

Methods:

We conducted 15 in-depth stakeholder interviews across Sales Leadership, Operations Teams, Compliance Officers, and Fortune 500 Procurement teams.

The research focused on understanding revenue impact, fraud management processes, security requirements, and enterprise buying behaviors.

Interview findings were synthesized through collaborative workshops to identify systemic patterns and strategic opportunities.

Findings:

Analysis revealed that the B2C promotional code system was fundamentally incompatible with enterprise procurement needs and security standards.

Enterprise clients required domain-based authentication, administrative controls, and detailed audit trails that the existing system couldn't provide.

These technical limitations were costing PMI both direct fraud losses and millions in unrealized enterprise revenue opportunities.

Michael T.

Client Success Manager

"The stakeholder interviews were pivotal in uncovering the systemic issues that were not immediately apparent. They provided the clarity needed to align our security and business growth strategies."

Sarah W.

Director of Enterprise Sales

"Understanding the unique needs of our enterprise clients through in-depth research allowed us to tailor our solutions effectively, turning a significant challenge into a competitive advantage."

Design Decisions

Instead of asking "How do we fix promo codes?" I reframed the challenge to "What's preventing us from scaling with enterprise clients?" This shift in perspective revealed that our B2C discount model was fundamentally incompatible with enterprise procurement processes and compliance requirements.

Mapped Workflow

Enterprise Discovery → Domain Authentication → Role Assignment → Platform Access → Usage Monitoring

Mapped Workflow

Enterprise Discovery → Domain Authentication → Role Assignment → Platform Access → Usage Monitoring

Mapped Workflow

Enterprise Discovery → Domain Authentication → Role Assignment → Platform Access → Usage Monitoring

Key UX Decisions:

🔐 Domain-Based Authentication Over Manual Verification

👥 Role-Based Access Controls Over Fixed Permissions

📊 Real-Time Usage Analytics Over Periodic Reports

🌐 Regional Customization Over Global Standardization

Together, these decisions created a secure, scalable platform that addressed enterprise needs while eliminating fraud vulnerabilities and enabling new revenue opportunities.

Outcome

The transformation of the enterprise learning platform's security architecture resulted in significant business and operational impacts. The initiative not only eliminated fraud but also unlocked substantial new revenue opportunities, demonstrating a strong return on investment and setting a foundation for future growth.

Impact:

🛡️ Fraud losses were completely eradicated, saving $650K annually.

💰 New enterprise capabilities generated $3.1M in revenue in the first year.

📈 The project achieved a 575% ROI, showcasing the strategic value of the security enhancements.

Laura M.

Vice President of Operations

"The transformation not only eradicated fraud but also streamlined our operations, leading to a substantial reduction in support overhead and a significant boost in client satisfaction."

Reflection

Every design decision must be measured against revenue generation, operational efficiency, and user adoption metrics. Enterprise UX leadership requires connecting user experience improvements directly to business outcomes and stakeholder value rather than focusing solely on interface aesthetics or usability metrics.